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In today’s dynamic landscape, nurturing contact centre careers is more than just a strategic move; it’s a testament to your commitment to fostering excellence. From tailored coaching to targeted training initiatives, creating personal development pathways is essential to propel colleagues forward on their unique career journeys.
Hosted by Kate Law, CCMA’s Membership & Learning Director, this CONNECT event delves into the pivotal aspect of establishing clear career trajectories for contact centre professionals, recognising it as a cornerstone in the cultivation of enduring talent.
Here’s what to expect during this half day in-person CONNECT event:
As always, this is a great opportunity for you to network with your peers and take away ideas to implement in your contact centre.
Arrival and Networking
Welcome
Hear the latest news and updates on the CCMA and what to expect from the day.
Open Mic: How are you Creating Contact Centre Careers?
Establishing defined career paths for contact centre professionals has become an integral step in retaining great talent. What do your career pathways look like?
How are you using coaching and training to progress colleagues through their journey? And how much time should we spend on training frontline colleagues?
Adapting Talent Pathways to Develop, Retain and Grow
Automation in its many guises is impacting on the skills contact centre colleagues need today, from the frontline handling more complex conversations, to team leaders leaning into their emotional intelligence and senior leaders tackling technology and strategic integration with the rest of the business.
How are organisations adapting their talent pathways to keep up to date and retain talent through the growing jungle of opportunity in the contact centre? Mel brings her many years of learning and development experience within the industry to this thought-provoking and inspiring session.
Break
Case Study: Supporting AXA Colleagues’ Personal Development
Every frontline colleague has a unique development need. Marcus will share how AXA is supporting training, wellness and productivity through automating many classic contact centre challenges. This includes automating schedule updates and providing call handling support when it’s needed most, all while ensuring frontline colleagues deliver the best customer experience.
Marcus will unveil the benefits they are realising for frontline colleagues, team leaders, his own planning and real-time team operations, and AXA’s valued customers
Panel debate: Making Career Development Personal
The progress made by individuals in the contact centre is determined by many things, therefore each career journey needs to be personalised to them. We’ll debate how we do that and the impact this has on the contact centre.
Lunch with an Optional Tour of Vodafone
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