CCA Industry Council Thought Leadership Programme 6 March 2019 Darlington

Welcome and Introductions Paula Sussex, Chief Executive: Ambitions and plans for the future David Thomson, Head of Operations: Engaging and motivating an evolving workforce Tour of Darlington site followed by lunch Steve Bryson, Contact Centre Manager & Tim Battye, Quality & Service Improvement: Contact centres: Day to day challenges

Welcome and the plan for today Yvonne Dunne, Policy & Quality HR Advisory: Mental wellbeing David Cousins, Solutions Architect, Twilio: Top customer service challenges for 2019 Round-up and close of meeting

Why are we here today?

Centres of Excellence 2004 Glasgow site CCA Accredited 2007 Conwy site CCA Accredited Shortlisted for CCA Excellence Awards – Best use of technology partnership 2013 – Best Outsourcing Partnership 2014 Darlington site CCA Accredited 2016 Leadership in Customer Service Award - Christine Nunn – Professional of the Year: Paul MacKay & Roger Heron; Team of the Year 2019 CCA Global Standard Gold Award – To be presented June 2019

The demons of distraction

When we have a diverse customer base how do we maintain focus and control of our business decisions and not be swayed by generalisation?

Patience is a virtue, speed is of the essence

How do we ensure due diligence around change and disruption when living in a fast-paced world?

If it bleeds, it leads …

How do we avoid reacting to disproportionate voices?

Leadership renaissance

What can we learn and how do we adapt best practice around mental health to make sure it’s not just a tick box exercise?

Precious moments

How do we balance efficient and effective service, but at the same time, being part of a precious moment in someone’s life?

Welcome from Paula Sussex CEO