12:00
Welcome & CCMA Update
Hear the latest news and updates on the CCMA and what to expect from the day.
Kate Law, Membership & Learning Director, CCMA
The housing sector is undergoing a major transformation, driven by technological advancements that are reshaping customer service and operational efficiency.
In this insightful session we invite you to explore how technology, particularly AI, is making a significant impact on contact centres within the housing industry. Learn how Homegroup have turned data into actionable insights, nurturing a high-performing workforce whilst improving service quality. Chris Nicholson, Transformation Manager at Riverside Housing will offer a look into his journey of innovation from developing a new service platform to pioneering the used of robotics and video technology.
Join us as we showcase some cutting-edge solutions and best practices for driving excellence in contact centres within the housing industry.
Welcome & CCMA Update
Hear the latest news and updates on the CCMA and what to expect from the day.
Introductions
Leveraging AI in Contact Centres for Insights, Customer Experience, and Frontline Colleague Management
Understanding performance and streamlining the quality process while delivering exceptional customer service and nurturing frontline colleague development is no simple task.
As one of the UK’s largest and most respected providers of high-quality housing, Home Group supports over 125,000 customers across 55,000 homes, generating more than half a million interactions in their contact centre every year.
Join this discussion to explore how Home Group has laid the groundwork for excellence by adopting cutting-edge AI technology to overcome the complexities involved with frontline colleague quality management.
Learn how Home Group has transformed their operations, leading to more actionable insights, improved customer experience and satisfaction, and fostering a more engaged, high-performing workforce.
Best Practice for Contact Centre Excellence
Step into the spotlight with Chris, the Bronze award winner for Significant Contributor at the UK National Contact Centre Awards 2024.
Chris will share his journey of excellence, including his work on a groundbreaking new contact centre service platform, innovative voice routing solutions for the income management team, and Riverside Housing’s first instance of robotics, spearheading the use of video technology plus much more.
AOB & Close
