Arrive and Networking

CCMA Welcome and Member Update

Hear the latest news and updates from the CCMA, along with what you can expect throughout the day.

Novuna Introduction

Novuna welcomes CCMA members to meet the team where they will share the background of their operation.

Site Tour

Break

Empowering Excellence: How CCMA Membership Supports Novuna’s Contact Centre Success

CCMA membership serves as a strategic partnership enabling continuous improvement and competitive advantage in contact centre operations. In this talk, discover how CCMA membership is driving Novuna’s contact centre excellence. Key discussion points include:

1. Performance Benchmarking How CCMA Benchmark provides industry positioning insights and identifies performance improvement opportunities.
2. Professional Development Events Why virtual and in-person sessions deliver thought leadership, peer networking, and innovation strategies.
3. Industry Intelligence Research reports and insights keep operations current with market trends and emerging challenges.
4. Skills Enhancement Training CCMA courses develop team capabilities and improve customer experience delivery.
5. Recognition Programs Awards participation drives team motivation and external validation of achievements.
6. Quality Standards Implementation CCMA frameworks establish consistent high-performance practices across operations.

 Winners Stories

Hear from this year’s standout winners as they share what success at the UK National Contact Centre Awards means to them.

• Richard Pinn, Gold winner for Rising Star Team Manager of the Year (Small Contact Centre). Richard has played a pivotal role in reducing work backlogs while simultaneously enhancing the quality of customer interactions and improving first contact resolution rates. His strong focus on mitigating employee burnout and promoting wellbeing has been equally impactful. Through his hands-on leadership style, Richard has significantly boosted team performance and fostered greater employee engagement.

• Kelley Smith, Gold winner for Significant Contributor to Employee Experience (EX). Kelly has been responsible for designing and implementing root cause strategies, as well as leading the FOS team with effectiveness and insight. She has played a key role in identifying opportunities for process improvement, driving meaningful change across operations.

• Silver Award recipients for Best Approach to Diversity, Equity, Inclusion and Belonging (DEIB). At Novuna, they take pride in pushing boundaries and championing change to shape a future where diversity is not just recognised, but celebrated. Their DEIB (Diversity, Equity, Inclusion, and Belonging) successes have been strengthened through partnerships with leading organisations such as Disability Confident, LGBT Great, the Race at Work Charter, Inclusive Companies, and the Business Disability Forum. The Novuna team will share the key drivers behind our success and provide insights into the future direction of their DEIB strategy.

These remarkable individuals and teams will share reflections on their achievements, the significance of being recognised, and how it will shape their journey moving forward.

Lunch and Q&A

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