1. CCA Industry Council Thought Leadership Programme
6 March Darlington

2. 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

3. 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

5. Why are we here today?

6. 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

7. The demons of distraction

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

9. Patience is a virtue, speed is of the essence

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

11. If it bleeds, it leads …

12. How do we avoid reacting to disproportionate voices?

13. Leadership renaissance

14. 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?

15. Precious moments

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

17. Welcome from Paula Sussex CEO