Contact Centre Outsourcing Summit 2024
The Contact Centre Outsourcing Summit 2024 provides a forum for in-house contact centre leaders to debate how to best source and develop strong partnerships with outsourcing providers for the benefit of customers and business.
This is a highly interactive in-person event aimed to inspire you with great opportunities to network with senior leaders and industry colleagues. You’ll hear the latest trends in contact centre outsourcing, as well as explore key considerations for contact centre leaders who are engaging with outsourcing partners.
Join us to:
- Listen to outsourcing industry expert, Peter Ryan, Global BPO Advisor, who will share the state of Contact Centre Outsourcing in 2024
- Hear from Daryl Wilkes, Director of Customer Care at ASOS, as he shares their success story
- Discover what makes a successful outsourcing partnership with John Crawford, Head of Customer Loyalty at Hastings Direct
- Take part in roundtable discussions to discuss and solve your challenges with Spencer Brooks, CEO at The Knowledge Group (tkg)
- Engage in our industry panel debate, exploring key considerations for outsourcing in 2024 with Peter Coulson, Head of Outsource Management & Strategy at RSA Group and Simone Golden, Assisted Sales and Early Life Business Manager at Vodafone
- Ask burning questions and share learnings from the day
Agenda
Leigh will open the summit by introducing the agenda and inviting you to participate in the discussions throughout the day.
Leigh Hopwood, CEO, CCMA and Spencer Brooks, CEO, The Knowledge Group (tkg) Learning, CCMA
Outsourcing has never been so popular, and as a result the landscape is moving at pace. Peter will explore the global market place, how the UK is responding and the latest trends and motives for outsourcing.
Peter Ryan, Global BPO Advisor
Insurance company, Hastings Direct, has been outsourcing for several years and has learnt many lessons along the way. They have utilised the services of a number of outsourcers and during this session John will share the lessons he’s learnt throughout the procurement process and how to build sustainable relationships with outsourcing partners.
John Crawford, Head of Customer Loyalty, Hastings Direct
Spencer Brooks, CEO, The Knowledge Group (tkg)
Our panel of industry experts will share their advice on what to consider when outsourcing in 2024. The panel will be discussing what factors are most important, emerging trends and best practice approaches to help you get the most out of your partnership. We’ll be covering:
- Impact sourcing
- Relationship models
- Innovation – how BPO’s are using AI
- Cultural dynamics
- Inhouse vs outsourced – calculating the ROI.
Hosted by Leigh Hopwood, CEO at the CCMA with: Peter Coulson, Head of Outsource Management & Strategy, RSA Group and Simone Golden, Assisted Sales and Early Life Business Manager, Vodafone
Daryl will tell the story of how ASOS start their outsourcing journey, understood where and how it works best for them, and then built on this model. We’ll find out the reasons for their decisions and how they get the best from their outsourcing partnerships. ASOS retain a central contact centre whilst being supported by a global outsourcing estate.
Daryl Wilkes, Director of Customer Care, ASOS
Spencer Brooks, CEO, The Knowledge Group (tkg)
As a round up to the day, you’ll have an opportunity to raise questions of all the days speakers and share your comments and learnings from the day.
Leigh Hopwood, CEO, CCMA
When is it?
Date: Thu 16 May 2024
Time: 10:00 – 15:30
Location: Hotel Brooklyn, Manchester
Who is it for?
This Summit is designed for in-house contact centre leaders responsible for sourcing or working with BPOs. Members and non-members are welcome to join us. However, outsourcers and suppliers are not eligible.
How much is it?
FREE for CCMA members – a great member benefit.
£99+VAT for non-members.