Confirmed Speakers:
- Jonty Pearce, Director, Call Centre Helper
- Runa Uddin, Champion Training Manager, MIND
- Dr Nicola J. Millard, Head of Customer Insight and Futures, BT Global
- Stephen Sullivan, Founder, Channel Doctors and Vice Chair, Contact Centre Council, Data & Marketing Association
- Colin Whelan, Head of Workforce Optimisation, Hoist Finance
- Sophie Cotton, Head of OmniChannel Customer Service, Seasalt Limited
- Jo Mayes, Customer Services Director, Business Stream
- Samantha James, MD Household Customer Services, Welsh Water
- Danni Rush, Chief Customer Officer, Virgin Experience Days
- Claire Honeyman, Head of Customer Experience, Virgin Experience Days
Westminster Insight’s Transforming Contact Centres Conference provides innovative ideas about
how to adapt your contact centre
workforce, processes and infrastructure to improve efficiency and customer satisfaction in difficult times. Hear from leading experts and case studies from
public and private sector contact centres that have had to
rapidly transform in response to the pandemic and the
impact of Brexit.
With companies having to shift from in-person face-to-face services to
work from home or
hybrid models, delegates will hear from leading experts about how to adopt a
virtual mindset when it comes to
training, management, recruitment, retention, mental health and wellbeing, scheduling, information security, communications and technology.
Delegates will explore how contact centres can capitalise on
changing consumer behaviour and preferences in response to the pandemic, by ensuring the
right channel-mix, seamless customer journeys and
excellent customer service.
With the pandemic causing reduced staff availability, lower productivity due to disrupted patterns of work and increasing fluctuations in customer demand, delegates will also hear about how to
improve contact centre efficiency, and how to use customer feedback to drive organisation wide improvements.
The limited availability of live assistance has also
fast-tracked the adoption of new technologies that provide
proactive customer engagement and
self-service. Take part in a panel discussion to hear case studies from companies at the forefront of implementing
AI, chatbots, and virtual assistants.
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