The Ultimate Contact Centre Experience: Part 2
The Happy Workforce
It makes business sense to build a happy workforce. More than that. Organisations have a social responsibility to create a working environment that is diverse, inclusive and supportive. What does it take to foster a culture that results in engaged colleagues where attrition is low?
The benefits stretch beyond the workforce. Customers benefit from talking to frontline colleagues that are happy; they are more likely to get issues resolved and leave the conversation as an advocate of the brand. As a result, customer satisfaction and loyalty increase delivering an improved bottom line.
Why don’t you join us for this compelling debate that will discuss why a happy workforce is critical for business success, and discover the strategies and techniques to realise the vision? During this one-hour webinar, Leigh Hopwood, Chair of ECCA and CEO of the CCMA, UK, will explore:
- What the research says about reducing advisor attrition leading to higher customer satisfaction
- What colleagues are looking for in their place of work today
- The critical success factors for an engaged workforce
- The impact that technology can have on culture
The panel, including Lucie Child, Head of Customer Care Strategy, Planning & Controls at The Very Group, Kelly Shippen, Head of Contact Centre at Leeds Building Society, Alvin Lobo, Head of Performance Management at Dojo and Thomas Weschke, Cloud Solution Architect at Genesys, will share their experiences and their advice to help contact centre leaders focus on what really matters.
To register for part three of this series, click here.
When is it?
Date: Tue 3 Dec 2024
Time: 12:00 – 13:00 (GMT)
Location: Zoom
Who is it for?
For contact centre and customer experience professionals across Europe.
How much is it?
Free to attend.
Supported by
About the Speaker
Lucie Child, Head of Strategy, Planning & Control for Customer Care, The Very Group
Lucy works as Head of Strategy, Planning & Control for Customer Care at a multi-brand online retailer and financial services provider in the United Kingdom and Ireland whose purpose is to help families get more out of life. Lucie is a relative late-comer to the contact centre industry, having made the leap 5 years ago after a 20 year ‘squiggly career’ in customer insight & marketing but has not looked back! Lucie chairs the Diversity, Equity & Inclusion Special Interest Group for the CCMA and is also a judge for the UK National Contact Centre Awards and ECCCSAs.
Alvin Lobo, Head of Performance Management, Dojo
Alvin is Head of Performance Management at Dojo, leading the customer-centric support functions including Forecast & Planning, Operational Analytics & Insight, Training, Quality Management and Facilities & Engagement. Over the last 2 years Alvin has helped build and develop the Dojo contact centre into a multi-award winning Operation growing from 30 FTE up to 250 FTE.
Starting his career on the graduate scheme at Zurich Insurance, Alvin held various positions within Operations over a 10 year period before joining Ovo Energy as Head of Forecasting & Planning for three years before joining Dojo.
Thomas Weschke, Cloud
Solution Architect, Genesys
Thomas is a seasoned Cloud Solution Architect at Genesys, with over 20 years of experience in Workforce Management. He specializes in advanced modules, including gamification, interaction analytics, performance management, quality management, scheduling, and workforce engagement management. Thomas’s extensive background includes significant experience with Cloud platforms, thanks to his previous role at Microsoft. Passionate about helping customers achieve their Workforce Engagement Management and Cloud Platform goals, Thomas is a respected expert dedicated to driving innovation and excellence in workforce solutions through his commitment to learning and coaching.