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# Contact Centre Forum

A network of thriving hubs for contact centre excellence, connecting professionals, fostering growth, and celebrating the contact centre industry in the North of England and the South West of England

## Sitemaps

- [XML Sitemap](https://contactcentreforum.co.uk/sitemap.xml): Contains all public & indexable URLs for this website.

## Posts

- [News Updates](https://contactcentreforum.co.uk/news-updates/)
- [The finalists are in: Northern Contact Centre Awards 2026](https://contactcentreforum.co.uk/the-finalists-are-in-northern-contact-centre-awards-2026/) - The wait is over. Following another fantastic year of entries from across the region, we are delighted to reveal the finalists for the Northern Contact Centre Awards 2026. Click here to see our 2026 finalists. From exceptional frontline colleagues and inspirational leaders to teams transforming customer experience through innovation, technology and genuine care, this year’s finalists
- [London launches the ultimate dedicated contact centre forum](https://contactcentreforum.co.uk/london-launches-the-ultimate-dedicated-contact-centre-forum/) - Discover London Contact Centre Forum, the new home for CX leaders in London’s contact centre community, uniting practice, ideas and collaboration.
- [South West Contact Centre Forum proud to support Samaritans](https://contactcentreforum.co.uk/south-west-contact-centre-forum-proud-to-support-samaritans/) - Every day, thousands of people working in contact centres make a difference through one simple skill: listening. Whether helping a customer through a difficult situation, resolving a problem, or simply being a calm voice at the other end of the phone, our industry is built on empathy, patience and understanding. Those same qualities are at
- [Who are this year's South West Contact Centre Awards finalists?](https://contactcentreforum.co.uk/who-are-this-years-south-west-contact-centre-awards-finalists/) - We are proud to reveal the excited finalists for the 2026 South West Contact Centre Awards. Each year, the awards recognise the people, teams and organisations raising the bar for customer experience across the region. This year’s shortlist reflects the depth of talent, innovation and commitment that continues to define the contact centre industry in
- [Premier CX Partners with HiringBranch to Transform Contact Centre Agent Recruitment](https://contactcentreforum.co.uk/premier-cx-partners-with-hiringbranch-to-transform-contact-centre-agent-recruitment/) - Premier CX are excited to announce a new partnership that will pair our deep contact centre knowledge with HiringBranch’s intelligence-led screening and assessment technology, empowering talent acquisition teams to spot the right candidates considerably earlier in the hiring process. Premier CX has spent over 25 years helping brands perfect customer contact. Working with more than
- [Scotland Contact Centre Awards 2026 winners crowned at glittering Glasgow celebration](https://contactcentreforum.co.uk/scotland-contact-centre-awards-2026-winners-crowned-at-glittering-glasgow-celebration/) - The very first Scotland Contact Centre Awards 2026 took place in style at Glasgow Marriott Hotel, bringing together leaders, teams and rising stars from across Scotland’s thriving contact centre industry. Hosted by Gordon Smart, the evening celebrated excellence, innovation and outstanding people from across the sector. Guests arrived via a red carpet entrance, enjoyed a sparkling drinks reception,
- [Scotland Contact Centre Awards 2026 finalists announced](https://contactcentreforum.co.uk/scotland-contact-centre-awards-2026-finalists-announced/) - The finalists for the Scotland Contact Centre Awards 2026 have been announced, highlighting the organisations and individuals delivering exceptional customer service and customer experience across the country. As the inaugural Scotland Contact Centre Awards, this year’s programme has attracted entries from a wide range of organisations operating within the contact centre and customer experience industry. The awards recognise
- [Scotland Contact Centre Awards will celebrate excellence across the industry](https://contactcentreforum.co.uk/scotland-contact-centre-awards-will-celebrate-excellence-across-the-industry/) - The Scotland Contact Centre Awards are coming, shining a spotlight on the people, teams and organisations that make Scotland’s contact centre sector one of the strongest and most innovative in the UK. These awards exist to recognise excellence in all its forms. From frontline advisors and team leaders to technology partners and operational leaders, the
- [HGS strengthens AI-driven customer experience delivery through partnership with NiCE](https://contactcentreforum.co.uk/hgs-strengthens-ai-driven-customer-experience-delivery-through-partnership-with-nice/) - HGS UK (Hinduja Global Solutions) has announced a strategic partnership with NiCE, a global leader in AI-powered customer experience (CX) solutions, as part of its continued investment in delivering smarter, data-driven and human-centric CX for clients across the UK and Europe. By integrating NiCE’s CXone Mpower platform and their advanced agentic AI capabilities within HGS’s
- [Northern Contact Centre Awards 2025: celebrating the best in the business](https://contactcentreforum.co.uk/northern-contact-centre-awards-2025-celebrating-the-best-in-the-business/) - On Thursday, 23 October 2025, the Northern Contact Centre Awards 2025 brought together the very best talent from across the industry to celebrate exceptional achievements, dedication, and innovation. From individuals who go above and beyond for their customers, to teams driving transformation and inclusion, this year’s winners have truly set the standard for excellence. Individual
- [Congratulations to our 2025 Northern Contact Centre Awards finalists!](https://contactcentreforum.co.uk/congratulations-to-our-2025-northern-contact-centre-awards-finalists/) - The wait is over — we are delighted to announce the finalists for the 2025 Northern Contact Centre Awards! This year’s entries have been nothing short of outstanding, showcasing the talent, innovation, and dedication that make the North’s contact centre industry one of the best in the UK. Our independent judging panel had the incredibly difficult
- [Scotland Contact Centre Forum officially launches in Edinburgh](https://contactcentreforum.co.uk/scotland-contact-centre-forum-officially-launches-in-edinburgh/) - On Tuesday, 15 July 2025, the Scotland Contact Centre Forum (SCCF) officially launched at Motability Operations in Edinburgh, marking a significant milestone for the contact centre industry in Scotland. The inaugural event brought together contact centre leaders, managers and professionals from across the region for a morning of insight, networking and collaboration. As the only dedicated regional forum
- [Subs, genes, bots, Danny Dyer and compliance](https://contactcentreforum.co.uk/subs-genes-bots-danny-dyer-and-compliance/) - Guest post by Steve Sullivan, Contact Centre & CX Expert, Channel Doctors. The latest edition of Compliance for Customer People digs into the long-delayed but finally passed Data (Use & Access) Act (DUAA), a rebranded and only slightly updated version of its legislative predecessors, including the Digital Information and Smart Data Bill (DISD) and the defunct Data
- [77% of Contact Centres Still Rely on Voice as Primary Channel: Is It Time for a Change?](https://contactcentreforum.co.uk/77-of-contact-centres-still-rely-on-voice-as-primary-channel-is-it-time-for-a-change/) - A recent study by Cirrus has highlighted that 77% of contact centres are still using voice-only solutions. In a world where technology offers so many options, this statistic raises an important question: why is this still the case? And more importantly, how can contact centres start exploring more advanced solutions like omni-channel and automation? We understand—voice has
- [Premier CX Elevates Video Offering with Launch of Hosting and Analytics](https://contactcentreforum.co.uk/premier-cx-elevates-video-offering-with-launch-of-hosting-and-analytics/) - Premier CX, a leading provider of innovative customer experience solutions, is proud to announce the launch of Video Hosting as a major enhancement to its contact centre video proposition. With this new addition, Premier CX expands its mission to empower businesses to connect with their customers in impactful ways, and deliver significant ROI. In today's
- [Tooling Up for Success: Route 101 Reveals MEP Hire’s Journey to Improved Hire Desk Efficiency in the Latest Case Study](https://contactcentreforum.co.uk/tooling-up-for-success-route-101-reveals-mep-hires-journey-to-improved-hire-desk-efficiency-in-the-latest-case-study/) - Route 101 a leading provider of customer engagement and communications solutions, is excited to unveil a new case study showcasing its successful collaboration with MEP Hire. This study highlights how, with Route 101's guidance, MEP Hire implemented an industry-leading combination of Zendesk ticketing and NICE CXone telephony to facilitate fast and consistent responses to customer
- [Building Resilience in Contact Centres: Strategies for Tackling Agent Burnout](https://contactcentreforum.co.uk/building-resilience-in-contact-centres-strategies-for-tackling-agent-burnout/) - Many contact centres are under increasing pressure as contact volumes and agent attrition soar. While our boards and executive teams emphasise the need for agility and flexibility in responding to the growing customer needs, we must also recognise the human element. Often, we lack awareness of agent workloads and overloads, leading to challenges in retaining
- [Survey on Health at Work](https://contactcentreforum.co.uk/survey-on-health-at-work/) - The Contact Centre Forum are teaming up with researchers and industry partners to find out what advisors/agents think about the health initiatives that their centre provides. The results will help create guidance for you on how to promote engagement in health initiatives and make them more effective. Please help us gather as much feedback as possible
- [Striking the Perfect Chord with Zendesk: Route 101 Empowers ACC Liverpool for Eurovision and Beyond](https://contactcentreforum.co.uk/striking-the-perfect-chord-with-zendesk-route-101-empowers-acc-liverpool-for-eurovision-and-beyond/) - Route 101, a leading provider of omnichannel customer engagement solutions, is thrilled to share the success story of its partnership with ACC Liverpool, a renowned events and exhibition venue. This story shines a light on how Route 101 collaborated with the ACC Liverpool team to streamline customer interactions across their marketing emails, a custom chatbot,
- [Driving Operational Excellence: Route 101 Showcases How Mitsubishi Motors UK Optimised its Zendesk Instance and Empowered its Team to Grow the Platform](https://contactcentreforum.co.uk/driving-operational-excellence-route-101-showcases-how-mitsubishi-motors-uk-optimised-its-zendesk-instance-and-empowered-its-team-to-grow-the-platform/) - Route 101, a leading Systems Integrator specialising in Contact Centre and Customer Engagement solutions, this week published a brand-new case study detailing a successful partnership with Mitsubishi Motors UK. This story highlights how the business optimised its Zendesk instance with the help of Route 101. By leveraging workflow tools, Service Level Agreement (SLA) objectives, tickets,
- [Delighted with 3 MARCE Awards!](https://contactcentreforum.co.uk/delighted-with-3-marce-awards/) - Presented by the Experience Marketing Association, the Marketing & Creative Excellence (MARCE) awards, are a coveted symbol of industry leadership, rewarding organisations who demonstrate the highest standards of creativity in marketing and customer experience. This year, the award ceremony took place in Annapolis, Maryland, in the US. Premier CX were awarded 3 MARCE awards in
- [[ARTICLE] Making remote and hybrid working more inclusive: understanding disabled workers’ experiences.](https://contactcentreforum.co.uk/article-making-remote-and-hybrid-working-more-inclusive-understanding-disabled-workers-experiences/) - Making remote and hybrid working more inclusive: understanding disabled workers’ experiences As we continue to come to terms with the upheaval of the Covid-19 pandemic, and the changes it has brought to so many areas, it is important to reflect on what the longer-term consequences of some of these changes may be. The pandemic forced
- [𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀 𝗹𝗮𝘂𝗻𝗰𝗵𝗲𝘀 𝗔𝗜 𝗮𝗻𝗱 𝗱𝗶𝗴𝗶𝘁𝗮𝗹 𝗽𝗿𝗮𝗰𝘁𝗶𝗰𝗲 - 𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲](https://contactcentreforum.co.uk/𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀-𝗹𝗮𝘂𝗻𝗰𝗵𝗲𝘀/) - Ascensos today announces the launch of 𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 which brings together proprietary and partner digital and AI-enabled solutions to accelerate the CX transformation programmes of retail and ecommerce brands. Building on the company's recent investment and acquisition strategies in specialist resource and expertise, 𝗔𝘀𝗰𝗲𝗻𝘀𝗼𝘀𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 will drive forward the AI integration programmes of its clients aligned with the continued focus for businesses
- [‘Forums on Tour’ delivers for call centre leaders at Verastar](https://contactcentreforum.co.uk/forums-on-tour-delivers-for-call-centre-leaders-at-verastar/) - UK small business essential services provider Verastar was the host for a recent successful ‘Forums on Tour’ networking event in conjunction with Call North West - a support network for all contact centre professionals in the North West of England. Forums on Tour is a unique opportunity for contact centre leaders from across the UK to
- [Ascensos partners myConsole in BPO ESG first](https://contactcentreforum.co.uk/ascensos-partners-myconsole-in-bpo-esg-first/) - Ascensos has partnered with ESG platform and services provider myConsole in a first for BPO, to deliver on its business commitments for sustainability and governance. Ascensos CEO, John Devlin, commented: "The announcement of our partnership today with myConsole demonstrates our continuing commitment to our clients, our colleagues, and the communities in which we operate -
- [Route 101 Unveils New Training Packages to Empower Zendesk Users](https://contactcentreforum.co.uk/route-101-unveils-new-training-packages-to-empower-zendesk-users/) - Route 101, a leading Systems Integrator specialising in Contact Centre and Customer Engagement solutions, proudly announces the launch of its comprehensive Zendesk training packages. A proud Zendesk Premier Partner since 2019, Route 101 already offers a range of Zendesk services including health checks, optimisation and configuration. With the new training packages, the business aims to empower
- [Promote the health of contact centre employees](https://contactcentreforum.co.uk/promote-the-health-of-contact-centre-employees/) - Take a moment to consider what shapes and drives your health. Our individuality means that everyone’s answer to this question will differ in some way. What we have in common though, is that the conditions in which we were born and grew up in, and in which we now live, work and age, greatly shape
- [Building a Credible Business Case for Contact Centre Transformation](https://contactcentreforum.co.uk/building-a-credible-business-case-for-contact-centre-transformation/) - Transforming your contact centre can have a significant impact on your business, from improving customer satisfaction to increasing efficiency and reducing costs. However, getting buy-in from key stakeholders and securing funding for the project can be a challenge. To make a successful business case for contact centre transformation, you need to demonstrate the potential benefits
- [Scottish firm continues international expansion with new Caribbean base](https://contactcentreforum.co.uk/scottish-firm-continues-international-expansion-with-new-caribbean-base/) - Ascensos, a leading, independent, customer service provider which is headquartered in Scotland, is continuing its international expansion with the announcement of a new base in Trinidad and Tobago. Ascensos currently employs over 3,000 colleagues and since launching in 2013, the business has expanded internationally with a network of offices across the UK, Eastern Europe, and
- [Majority of UK businesses still ill-equipped for a hybrid working future according to new survey](https://contactcentreforum.co.uk/majority-of-uk-businesses-still-ill-equipped-for-a-hybrid-working-future-according-to-new-survey/) - UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals. 102 UK Contact Centre Directors and Managers took part in the online “How successfully has your contact centre embraced hybrid
- [Sensée’s LiveDesk hybrid working collaboration application now available through the G-Cloud 13 Government Framework](https://contactcentreforum.co.uk/sensees-livedesk-hybrid-working-collaboration-application-now-available-through-the-g-cloud-13-government-framework/) - Sensée is delighted to announce that its LiveDesk™ application to create Digital Workplaces for hybrid working front and back-office environments is now available through Crown Commercial Service’s (CCS) G-Cloud 13 Government Framework to public sector organisations. LiveDesk is a next-generation communications & collaboration app to ensure that everyone -independent of location - can tap into a
- [For contact centres, time is money so ‘Zero to Paid’ in 20 seconds, with omni channel PCI compliance thrown in, is important](https://contactcentreforum.co.uk/for-contact-centres-time-is-money-so-zero-to-paid-in-20-seconds-with-omni-channel-pci-compliance-thrown-in-is-important/) - Since returning to ‘business-as-usual’ after the pandemic had motivated contact centres to enable their teams to work from home, the industry has found itself amid a chronic staffing shortage that’s led to intense recruitment competition, more choice for employees, and demand for higher wages & better conditions. This predicament is set to worsen over the
- [Webinar: Addressing Today’s Key Homeworking Challenges](https://contactcentreforum.co.uk/webinar-addressing-todays-key-homeworking-challenges/) - Thursday 30th June 2022, 12:00 – 1.00pm Chair: Jane Thomas, South West Contact Centre Forum and Call North West In this webinar, we’ll discuss the key homeworking issues facing businesses today, including: • How to better manage the consequences of cost of living increases• Dealing with vulnerable customers• Overcoming recruitment challenges with a WFH/hybrid model•
- [Calling Time on Poor Health in Contact Centres](https://contactcentreforum.co.uk/calling-time-on-poor-health-in-contact-centres/) - Call North West and South West Contact Centre Forum are joining forces with Liverpool John Moores University and Lancaster University on a new 3-year research project. The project The project explores how contact centres can improve the health and work conditions of their advisors. “We will work with the sector to explore what centres currently
- [Webinar: Six Quick Fixes to Make Your Homeworkers More Productive](https://contactcentreforum.co.uk/webinar-six-quick-fixes-to-make-your-homeworkers-more-productive/) - Jane Thomas, Director of SWCCF will chair a contact centre webinar: Six Quick Fixes to Make Your Homeworkers More Productive on Wednesday, 16th March 2022, 12:00 - 1.00pm In this webinar, we'll discuss how to build team spirit and make your homeworkers more productive: What leadership techniques and activities will help glue together homeworking and hybrid communities?What
- [Sensée expands senior management team as interest in home-based CX Outsourcing builds momentum](https://contactcentreforum.co.uk/sensee-expands-senior-management-team-as-interest-in-home-based-cx-outsourcing-builds-momentum/) - Hammersmith, London. Sensée, the work-from-home (WFH) and hybrid workplace specialist, is pleased to announce several senior appointments in response to a significant growth in demand for WFH Customer Experience (CX) Outsourcing in 2021. Simon Hunter has joined the company as Chief Commercial Officer. Simon is an experienced sales and marketing leader with over 15 years’ experience
- [Download: The Good CX Guide - helpful for planning 2022](https://contactcentreforum.co.uk/download-the-good-cx-guide-helpful-for-planning-2022/) - From PremierCX... Thanks for your interest in downloading the Good CX Guide, a collection of 11 articles on the topic of caller experience, packed with practical, best practice advice for contact centre professionals. Download the guide
- [Complaints at an all-time high - here's what to do about them](https://contactcentreforum.co.uk/complaints-at-an-all-time-high-heres-what-to-do-about-them/) - Customer satisfaction is intrinsically linked to strong business performance. In today’s world, customers have more power than ever and are able to share their experience with your business in a variety of ways – from online reviews to social media and beyond. This is great, if they’re talking about your organisation in a positive light,
- [How to serve vulnerable customers](https://contactcentreforum.co.uk/how-to-serve-vulnerable-customers/) - In a recent survey, the Financial Conduct Authority (FCA) warned that 28 million adults in the UK were now deemed “vulnerable”. If you take payments for client businesses, or collect debts, this is a hugely important finding. The FCA recently widened its definition of a vulnerable customer. While it includes more commonly known groups, such
- [One in five firms admit to using secret spy software](https://contactcentreforum.co.uk/one-in-five-firms-admit-to-using-secret-spy-software/) - Remote working has presented various challenges over the past 18 months. From adapting to working alone, to trying to create a work life balance when your workspace is suddenly in your living room. For managers, it’s also presented new challenges in terms of how to manage a workforce remotely, keeping staff motivated and morale high.
- [UK businesses have been slow to move back to the office says new poll](https://contactcentreforum.co.uk/uk-businesses-have-been-slow-to-move-back-to-the-office-says-new-poll/) - Hammersmith, London. A poll conducted by online contact centre and customer service magazine Call Centre Helper and home and hybrid working specialist Sensée, reveals that UK businesses have been slow to move back to the office post lockdown. It also indicates that a single clear model for optimising hybrid (home/office) working has yet to emerge. 213 business professionals
- [Contact centre homeworking specialist Sensée launches ‘The Sensée Forest’ with aim of achieving carbon neutrality](https://contactcentreforum.co.uk/contact-centre-homeworking-specialist-sensee-launches-the-sensee-forest-with-aim-of-achieving-carbon-neutrality/) - Hammersmith, London. Home and hybrid working specialist Sensée has announced a three-year partnership with Treedom, a global web platform for planting trees and forests worldwide. The partnership is part of a broader Sensée programme to reduce the company’s carbon footprint and become the first 100% work-from-home business to achieve certification for carbon neutrality. Sensée, established 17 years ago and with
- [5 steps to AI success: leading contact centers to a Netflix-like customer experience](https://contactcentreforum.co.uk/5-steps-to-ai-success-leading-contact-centers-to-a-netflix-like-customer-experience/) - We’re in an era of effortless customer experience (CX), driven by brands like Netflix and Amazon, who have pushed CX to new heights. Consumers worldwide have grown accustomed to personalized and frictionless journeys, yet many are unaware that it is Artificial Intelligence (AI) raising the bar for this gold-standard customer experience. Having a connected brand
- [Scottish firm continues expansion with new Cape Town operation](https://contactcentreforum.co.uk/scottish-firm-continues-expansion-with-new-cape-town-operation/) - Ascensos has announced its expansion into South Africa with the opening of a new operation in Cape Town. The leading customer service outsourcing firm, which is headquartered in Motherwell, employs over 3,000 colleagues and has expanded internationally since its 2013 launch, with its network of offices now spanning the Isle of Wight, Bucharest and Istanbul,
- [Business boost for Stranraer as new hub opening creates 100 jobs](https://contactcentreforum.co.uk/business-boost-for-stranraer-as-new-hub-opening-creates-100-jobs/) - A leading customer service provider has announced the opening of a new Stranraer base as part of a £1m investment which will see 100 jobs created in the local area over the next three months. Ascensos, which is headquartered in Motherwell and currently employs 3,000 colleagues across its network of offices in the Isle of
- [Sensée Creates 500 New Work-from-Home Contact Centre Roles](https://contactcentreforum.co.uk/sensee-creates-500-new-work-from-home-contact-centre-roles/) - Sensée, the work-from-home specialist, is creating 500 new permanent and temporary positions to meet the growing demand for homeworking staff. The vacancies are for Customer Contact Advisors, Team Managers and back office staff to work for new and existing clients. Start dates are immediate. Applications from people of all backgrounds, levels of experience, gender and age
- [How to build a true customer first approach and prove it – MaxContact ebook](https://contactcentreforum.co.uk/how-to-build-a-true-customer-first-approach-and-prove-it-maxcontact-ebook/) - Almost every organisation says they put customers first, but not all of them match words with action. Recent research found that 75% of customers will spend more to buy from a company that offers good customer experience (CX). In other words, customers know what good CX is and are prepared to pay for it. So
- [Palatine invests in leading Call North West member FourNet](https://contactcentreforum.co.uk/palatine-invests-in-leading-call-north-west-member-fournet/) - LEADING mid-market investor Palatine Private Equity has acquired a majority stake in Call North West member, FourNet, the award-winning digital transformation and customer experience specialists with clients including 10 Downing Street, the Cabinet Office, HM Treasury and the Bank of England. Headquartered in Manchester, and with offices in London and Burton-on-Trent, FourNet has annual revenues of £38m and
- [FourNet speeds into the Top 40 technology firms in the UK](https://contactcentreforum.co.uk/fournet-speeds-into-the-top-40-technology-firms-in-the-uk/) - FourNet was today (Friday) named as one of the top 50 tech and telecoms companies to work for in the UK, and one of the top 100 companies in the North West of England. Of the thousands of technology and telecoms companies across the UK, the privately-owned firm, which has offices in Manchester, Burton, and London,
- [Vulnerable Customers: launch of a 2-part programme](https://contactcentreforum.co.uk/vulnerable-customers-launch-of-a-2-part-programme/) - We are delighted to launch, in conjunction with TRUST, a 2 part programme which is designed specially to give contact centres the tools they need to best serve their vulnerable customer base. Call North West and SWCCF are collaborating with TRUST, a professional and exceptionally talented training provider whose experience and knowledge in this area
- [DVLA chooses Wavenet to Transform their Contact Centre and drive their Digital Transformation Journey](https://contactcentreforum.co.uk/dvla-chooses-wavenet-to-transform-their-contact-centre-and-drive-their-digital-transformation-journey/) - Wavenet’s unique ability to design powerful and bespoke solutions will enable DVLA to transform their Contact Centre and Customer Experience.
- [Call North West member FourNet given ‘outstanding’ star-rated status by staff - tech firm becomes one of the best companies to work for in Britain](https://contactcentreforum.co.uk/call-north-west-member-fournet-given-outstanding-star-rated-status-by-staff-tech-firm-becomes-one-of-the-best-companies-to-work-for-in-britain/) - FourNet has become one of the Best Companies in Britain to work for. And that’s official. The technology firm, which has offices in Manchester, Burton, and London, has been given an ‘Outstanding’ 2 Star rating in the UK’s Best Companies 2021 survey. Richard Pennington, FourNet CEO said: "This is a terrific achievement for us. Receiving two stars in the Best Companies survey shows that we are one of the best businesses
- [RAC Insurance sets up in-house broker as part of mission to top £300m personal lines GWP by 2023](https://contactcentreforum.co.uk/rac-insurance-sets-up-in-house-broker-as-part-of-mission-to-top-300m-personal-lines-gwp-by-2023/) - RAC Insurance is today announcing it has set up its own in-house insurance intermediary in an important step towards fulfilling its ambition of exceeding £300m personal lines gross written premiums (GWP) by 2023. RAC Telematics Car Insurance was the first product to launch on 30th March, with new Van and Home Insurance products to follow in
- [New survey paints positive picture of Employee Engagement during lockdown](https://contactcentreforum.co.uk/new-survey-paints-positive-picture-of-employee-engagement-during-lockdown/) - Cardiff, UK, 14th April 2021. Throughout lockdown, business leaders have debated the tricky issue of how best to engage and support their people while working from home. However, according to a major new industry survey “The 2021 Contact Centre People Engagement Survey”, 81% of Agents/Advisers - and 56% of Directors/Managers - say that People Engagement in
- [South West Contact Centre Forum and Call North West proudly present Mental Health & Wellbeing Insight Courses 2021 with Nick Elston](https://contactcentreforum.co.uk/south-west-contact-centre-forum-and-call-north-west-proudly-present-mental-health-wellbeing-insight-courses-2021-with-nick-elston/) - South West Contact Centre Forum and Call North West are delighted to share the work of a highly successful collaboration, a unique opportunity to become informed and well-prepared for your teams to best manage mental health and wellbeing. Make sure you and your teams are prepared for the ‘new norm’, feeling confident to deal with
- [Life insurance broker Reassured win 3 awards at Call North West Northern Contact Centre Awards 2020](https://contactcentreforum.co.uk/life-insurance-broker-reassured-win-3-awards-at-call-north-west-northern-contact-centre-awards-2020/) - Reassured is now the largest life insurance broker in the UK. Since forming in 2009 with just 4 members of staff we have sold more than 814,000 policies, have secured over 42,000 Excellent Trustpilot reviews and today employ over 650 people across the UK, including a thriving sales office in Sale, Greater Manchester. On Thursday 5th November
- [Health + Wellbeing = Engagement: Series of 4 Workshops](https://contactcentreforum.co.uk/healthwellbeingengagement-series-of-4-workshops/)
- [89% of UK Contact Centre leaders say that the Covid-19 crisis has changed the UK Contact Centre industry forever.](https://contactcentreforum.co.uk/89-of-uk-contact-centre-leaders-say-that-the-covid-19-crisis-has-changed-the-uk-contact-centre-industry-forever/) - Cardiff, UK, 28th July 2020. According to a major new industry survey “What Will Your Contact Centre Be Like Post Lockdown?”, 77% of contact centres had 50% or more of their employees working from home during the current Covid-19 crisis with 62% stating that, if there was a second wave, they needed to understand how
- [Videcon launch Contact Centre Thermi-Scan Technology](https://contactcentreforum.co.uk/videcon-launch-contact-centre-thermi-scan-technology/) - We are pleased to announce that we have teamed up with Videcon, the UK’s leading developer, designer, and provider of safety & security solutions for businesses across the UK to offer members FREE back to work advice and health and safety suggestions in respect of Covid-19. For those of you considering installing temperature reading access control systems,
- [FourNet advises public and private sector ‘now is the time’ to review COVID-19 tech decisions](https://contactcentreforum.co.uk/fournet-advises-public-and-private-sector-now-is-the-time-to-review-covid-19-tech-decisions/) - Technology and remote-working decisions made by public and private sector organisations during the coronavirus lockdown should be revisited to maximise potential opportunities, now that more business premises are beginning to re-open. That’s the advice from award-winning cloud and managed services provider, FourNet, which has today published a new study that analyses what the ‘new normal’ will mean for organisations across Britain. FourNet – previously 4net Technologies – has examined how companies and public sector organisations have acted during the coronavirus lockdown
- [Unify Communications Honoured with Queen’s Award](https://contactcentreforum.co.uk/unify-communications-honoured-with-queens-award/) - These are odd and uncertain times, but amongst the uncertainty we'd love to share some good news. Unify Communications is a recipient of the 2020 Queen’s Award for Enterprise: Innovation. Now in its 54th year, the Queen’s Awards for Enterprise are widely recognised as a highly valued mark of excellence - the highest UK Government accolade
- [Webinar: Working from Home - tips, tricks and telephony](https://contactcentreforum.co.uk/webinar-working-from-home-tips-tricks-and-telephony/) - The Covid19 pandemic has impacted our industry and daily working lives. Call North West and South West Contact Centre Forum would like to invite you to join our industry leaders who will be sharing their strategies and best practice to effectively adapt, move forward and support everyone within your workforce community at this time. We know
- [Making a Success of Contact Centre Home-working](https://contactcentreforum.co.uk/making-a-success-of-contact-centre-home-working/) - Mark Walton, Sensee While there aren’t many official rules that businesses must adhere to during the Coronavirus (Covid-19) crisis, there is plenty of helpful advice. On 11th March, for example, The Chartered Institute of Personnel Development issued a factsheet to help businesses support their operations and workforce https://www.cipd.co.uk/knowledge/fundamentals/emp-law/health-safety/coronavirus-factsheet. In a section entitled “Develop flexible resourcing plans”

## Pages

- [Welcome](https://contactcentreforum.co.uk/)
- [Northern Contact Centre Awards](https://contactcentreforum.co.uk/northern/awards-launch/)
- [Northern Contact Centre Forum](https://contactcentreforum.co.uk/northern/)
- [South West Contact Centre Forum](https://contactcentreforum.co.uk/southwest/)
- [Scotland Contact Centre Forum](https://contactcentreforum.co.uk/scotland/)
- [Awards Dinner](https://contactcentreforum.co.uk/northern/awards-launch/awards-dinner/)
- [Northern Contact Centre Awards 2026 Finalists](https://contactcentreforum.co.uk/northern/awards-launch/2026-finalists/)
- [South West Contact Centre Awards](https://contactcentreforum.co.uk/southwest/awards-launch/)
- [London Contact Centre Forum](https://contactcentreforum.co.uk/london/)
- [London Contact Centre Forum Membership](https://contactcentreforum.co.uk/london/membership/)
- [About the London Contact Centre Forum](https://contactcentreforum.co.uk/london/about-us/)
- [Membership Form](https://contactcentreforum.co.uk/london/membership-form/)
- [London Contact Centre Forum Events](https://contactcentreforum.co.uk/london/events/)
- [Contact Centre Forum Directory](https://contactcentreforum.co.uk/directory/)
- [2026 Gallery](https://contactcentreforum.co.uk/southwest/awards-launch/2026-gallery/)
- [2026 Winners Gallery](https://contactcentreforum.co.uk/southwest/awards-launch/2026-winners-gallery/)
- [South West Contact Centre Awards 2026 Winners](https://contactcentreforum.co.uk/southwest/awards-launch/2026-winners/)
- [Awards Dinner](https://contactcentreforum.co.uk/southwest/awards-launch/awards-dinner/)
- [Enquire](https://contactcentreforum.co.uk/scotland/awards-launch/enquire/)
- [Scotland Contact Centre Awards](https://contactcentreforum.co.uk/scotland/awards-launch/)
- [Enter](https://contactcentreforum.co.uk/northern/awards-launch/enter/)
- [Judging Process](https://contactcentreforum.co.uk/northern/awards-launch/judging/)
- [Categories](https://contactcentreforum.co.uk/northern/awards-launch/categories/)
- [Sponsorship Opportunities](https://contactcentreforum.co.uk/northern/awards-launch/sponsorship/)
- [South West Contact Centre Awards 2026 Finalists](https://contactcentreforum.co.uk/southwest/awards-launch/2026-finalists/)
- [SWCCF Events](https://contactcentreforum.co.uk/southwest/events/)
- [NCCF Events](https://contactcentreforum.co.uk/northern/events/)
- [Scotland Contact Centre Awards 2026 Gallery](https://contactcentreforum.co.uk/scotland/awards-launch/2026-gallery/)
- [Scotland Contact Centre Awards 2026 Winners Gallery](https://contactcentreforum.co.uk/scotland/awards-launch/2026-winners-gallery/)
- [Scotland Contact Centre Awards 2026 Winners](https://contactcentreforum.co.uk/scotland/awards-launch/2026-winners/)
- [Categories](https://contactcentreforum.co.uk/southwest/awards-launch/categories/)
- [Enter](https://contactcentreforum.co.uk/southwest/awards-launch/enter/)
- [2026 Scotland Contact Centre Awards Finalists](https://contactcentreforum.co.uk/scotland/awards-launch/2026-finalists/)
- [Awards Dinner](https://contactcentreforum.co.uk/scotland/awards-launch/awards-dinner/)
- [Judging Process](https://contactcentreforum.co.uk/scotland/awards-launch/judging/)
- [Judging Process](https://contactcentreforum.co.uk/southwest/awards-launch/judging-process/)
- [Sponsorship Opportunities](https://contactcentreforum.co.uk/southwest/awards-launch/sponsorship/)
- [Categories](https://contactcentreforum.co.uk/scotland/awards-launch/categories/)
- [Enter](https://contactcentreforum.co.uk/scotland/awards-launch/enter/)
- [About Us](https://contactcentreforum.co.uk/southwest/about-us/)
- [Friday Update](https://contactcentreforum.co.uk/friday-update/)
- [Sponsorship Opportunities](https://contactcentreforum.co.uk/scotland/awards-launch/sponsorship/)
- [2025 Gallery](https://contactcentreforum.co.uk/northern/awards-launch/2025-gallery/)
- [2025 Winners Gallery](https://contactcentreforum.co.uk/northern/awards-launch/2025-winners-gallery/)
- [Northern Contact Centre Awards 2025 Winners](https://contactcentreforum.co.uk/northern/awards-launch/2025-winners/)
- [Forums on Tour](https://contactcentreforum.co.uk/forums/)
- [Training](https://contactcentreforum.co.uk/training/)
- [Northern Contact Centre Awards 2025 Finalists](https://contactcentreforum.co.uk/northern/awards-launch/2025-finalists/)
- [Events](https://contactcentreforum.co.uk/scotland/events/)
- [The Generational Gig](https://contactcentreforum.co.uk/the-generational-gig/) - A unique group training opportunity for your people, enabling them to successfully manage multi-generational teams. For the first time, the UK has four generations within its working population; Boomers, Gen X, Millennials and Gen Z, and the Alphas are just around the corner! Each generation brings with it its own set of expectations and behaviours,
- [2025 Gallery](https://contactcentreforum.co.uk/southwest/awards-launch/2025-gallery/)
- [2025 Winners Gallery](https://contactcentreforum.co.uk/southwest/awards-launch/2025-winners-gallery/)
- [South West Contact Centre Awards 2025 Winners](https://contactcentreforum.co.uk/southwest/awards-launch/south-west-contact-centre-awards-2025-winners/)
- [Membership](https://contactcentreforum.co.uk/scotland/membership/)
- [About Us](https://contactcentreforum.co.uk/scotland/about-us/)
- [South West Contact Centre Awards 2025 Finalists](https://contactcentreforum.co.uk/southwest/awards-launch/2025-finalists/)
- [Contact Us](https://contactcentreforum.co.uk/contact-us/)
- [Advisory Board](https://contactcentreforum.co.uk/northern/about-us/advisory-board/)
- [2023 Finalists](https://contactcentreforum.co.uk/northern/awards-launch/2023-finalists/)
- [2023 Winners](https://contactcentreforum.co.uk/northern/awards-launch/2023-winners/)
- [2023 Winners Gallery](https://contactcentreforum.co.uk/northern/awards-launch/2023-winners-gallery/)
- [2023 Photo Gallery](https://contactcentreforum.co.uk/northern/awards-launch/2023-photo-gallery/)
- [Northern Contact Centre Awards 2024 Finalists](https://contactcentreforum.co.uk/northern/awards-launch/northern-contact-centre-awards-2024-finalists/)
- [2024 Winners](https://contactcentreforum.co.uk/northern/awards-launch/2024-winners/)
- [Northern 2024 Winners' Gallery](https://contactcentreforum.co.uk/northern/awards-launch/northern-2024-winners-gallery/)
- [Northern 2024 Photo Gallery](https://contactcentreforum.co.uk/northern/awards-launch/northern-2024-photo-gallery/)
- [Directory](https://contactcentreforum.co.uk/northern/directory/)
- [Membership](https://contactcentreforum.co.uk/northern/membership/)
- [About Us](https://contactcentreforum.co.uk/northern/about-us/)
- [2024 Photo Gallery](https://contactcentreforum.co.uk/southwest/awards-launch/2024-photo-gallery/)
- [Membership](https://contactcentreforum.co.uk/southwest/membership/)
- [Events](https://contactcentreforum.co.uk/events-page/) - CONTENTS
- [2024 Winners Gallery](https://contactcentreforum.co.uk/southwest/awards-launch/2024-winners-gallery/)
- [South West Contact Centre Awards 2024 Winners](https://contactcentreforum.co.uk/southwest/awards-launch/south-west-contact-centre-awards-2024-winners/)
- [South West Contact Centre Awards 2024 Finalists](https://contactcentreforum.co.uk/southwest/awards-launch/2024-finalists/)
- [Downloads](https://contactcentreforum.co.uk/downloads/)
- [User Groups](https://contactcentreforum.co.uk/user-groups/)
- [Directory](https://contactcentreforum.co.uk/southwest/directory/)
- [Advisory Board](https://contactcentreforum.co.uk/southwest/about-us/advisory-board/)
- [Locations](https://contactcentreforum.co.uk/events-page/locations/) - CONTENTS
- [Categories](https://contactcentreforum.co.uk/events-page/categories/) - CONTENTS
- [My Bookings](https://contactcentreforum.co.uk/events-page/my-bookings/) - CONTENTS

## Events

- [Forum on Tour to Sensee in Liverpool](https://contactcentreforum.co.uk/events-page/forum-on-tour-to-sensee-in-liverpool/) - Save the Date & register your interest.
- [Trainers & Coaches Pow Wow (Scotland)](https://contactcentreforum.co.uk/events-page/trainers-coaches-pow-wow-scotland/) - A high-energy, practical event for anyone shaping the future of learning and development. Successful teams need investment in their development Join us for a one-of-a-kind event dedicated to the growth and development of trainers, coaches, and managers with L&D responsibilities. This is your opportunity to immerse yourself in the latest trends, best practices, and strategies
- [Team Leader Summit Scotland 2026](https://contactcentreforum.co.uk/events-page/team-leader-summit-scotland-2026/) - Team leaders are vital to the future of the contact centre. Join us to explore future skills, AI-led leadership, and the resilience required to navigate today’s fast moving landscape. An interactive full-day summit designed to equip team leaders with practical tools for leading people, shaping culture, and supporting today’s emotionally complex customer conversations. Expect hands
- [London Contact Centre Forum Launch](https://contactcentreforum.co.uk/events-page/london-contact-centre-forum-launch/) - London, you’re invited. On Thursday 1 October 2026, we’re officially opening the doors to the London Contact Centre Forum (LCCF), a new community created to connect, support and inspire the people shaping the future of customer experience and contact centre operations across London and the South East. And where better to begin than at the
- [HR & Recruitment User Group - The New Rules of Probation: Recruitment, Performance & Employment Law in 2027](https://contactcentreforum.co.uk/events-page/hr-recruitment-user-group-the-new-rules-of-probation-recruitment-performance-employment-law-in-2027/) - Probation Periods Under the Spotlight: Are You Ready for the Changes? With employment law changes on the horizon, now is the time to review how probationary periods are managed. Join the group to explore emerging trends, the latest guidance and practical approaches to probation, performance and fair processes, while sharing experiences and best practice with
- [Showcase UK Excellence](https://contactcentreforum.co.uk/events-page/showcase-uk-excellence/) - One room. The UK’s leading customer operations. A full day of ideas worth taking back to your business. Showcase UK is set to be one of the London Contact Centre Forum’s biggest events of the year — bringing together CX and contact centre leaders for a day dedicated to excellence in customer operations, proven best
- [Operational Excellence 2027 - Challenges Workshop](https://contactcentreforum.co.uk/events-page/operational-excellence-2027-challenges-workshop/) - Practical solutions for the challenges shaping customer operations Less theory. More problem-solving. As customer operations move into 2027, leaders are being asked to navigate an increasingly complex mix of AI, automation, legacy technology, changing customer expectations, data, integration and operational pressures. The LCCF Technical Deep Dive: 2027 Challenges Workshop is designed to get under the
- [Eco-System Event](https://contactcentreforum.co.uk/events-page/eco-system-event/) - AI, Automation & the Future of Service Design The future of customer experience isn’t being shaped by one technology. It’s being shaped by an entire ecosystem. The London Contact Centre Forum invites London’s CX and contact centre leaders to a focused Eco-System Event exploring how AI, automation and service design are coming together to reshape
- [Northern Contact Centre Forum & IRIS Audio Technologies breakfast briefing](https://contactcentreforum.co.uk/events-page/northern-contact-centre-forum-iris-audio-technologies-breakfast-briefing/) - An exclusive breakfast briefing with Northern Contact Centre Forum and IRIS Audio Technologies The Edwardian Hotel, Manchester Northern Contact Centre Forum, in association with IRIS Audio Technologies, invite you to an exclusive breakfast briefing exploring the evolving role of voice in the contact centre and what “premium voice” really means in 2026. As customer expectations
- ["Beyond the BOT: The Agent Step-Change](https://contactcentreforum.co.uk/events-page/beyond-the-bot-the-agent-step-change/) - Agenda (09:00 - 11:30) 09:00 - 09:30: Breakfast & Networking. Arrival, breakfast served, informal networking. 09:30 - 09:35: Welcome - Jane Thomas Scotland Contact Centre Fourm 9:35 - 09:55: Welcome and introductions - Ciklum 09:55 - 10:15: "The Chat-Only Decade" to "The Agentic Step-Change". 10:15 - 10:40: Case Study: G&A Partners' Journey From Chat to
- [Forum on Tour at Tesco CCEC, Dundee](https://contactcentreforum.co.uk/events-page/forum-on-tour-at-tesco-ccec-dundee/)
- [Forum on Tour at Avon and Somerset Police](https://contactcentreforum.co.uk/events-page/forum-on-tour-at-avon-and-somerset-police/) - Join us at Avon and Somerset Police's office for September's Forum on Tour.
- [Team Leader User Group - Developing Future Team Leaders](https://contactcentreforum.co.uk/events-page/team-leader-user-group-developing-future-team-leaders/) - Learn how to identify leadership potential within your team and provide opportunities that help future leaders grow and succeed.
- [Team Leader User Group - Look beyond Average Handle Time to understand the wider metrics that influence customer experience, quality, and business performance](https://contactcentreforum.co.uk/events-page/team-leader-user-group-look-beyond-average-handle-time-to-understand-the-wider-metrics-that-influence-customer-experience-quality-and-business-performance/) - Look beyond Average Handle Time to understand the wider metrics that influence customer experience, quality, and business performance.
- [Team Leader User Group - Supporting Employee Wellbeing and Preventing Burnout](https://contactcentreforum.co.uk/events-page/team-leader-user-group-supporting-employee-wellbeing-and-preventing-burnout/) - Supporting Employee Wellbeing and Preventing Burnout Discuss practical ways team leaders can recognise early warning signs of stress, support wellbeing, and create a sustainable working environment.
- [Agent User Group](https://contactcentreforum.co.uk/events-page/agent-user-group-8/)
- [Agent User Group](https://contactcentreforum.co.uk/events-page/agent-user-group-13/)
- [Agent User Group](https://contactcentreforum.co.uk/events-page/agent-user-group-11/)
- [Agent User Group](https://contactcentreforum.co.uk/events-page/agent-user-group-12/)
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-23/) - Join group Chair Emily Shaw, Learning & Development Manager at South West Contact Centre Forum.
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-24/) - Join group Chair Emily Shaw, Learning & Development Manager at South West Contact Centre Forum.
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-20/)
- [Friday Update 2026](https://contactcentreforum.co.uk/events-page/friday-update-2026/) - Join us online every Friday at 11am for the hottest 30 minutes in the contact centre industry! PLEASE NOTE ***Friday Update is now taking a break for the summer holidays. We'll be back on Friday 11th September 2026 at 11am with all the latest news, updates and events. Please go ahead and register using the
- [Planning, Analysis & Insights User Group](https://contactcentreforum.co.uk/events-page/planning-analysis-insights-user-group-8/)
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-21/)
- [Forum on Tour at Which?](https://contactcentreforum.co.uk/events-page/forum-on-tour-at-which/) - Join us over the Severn Crossing in the Welsh capital, for a fascinating visit to the Cardiff office of Which? Getting here Nearest available car parking is at NCP on Adam Street, then it's quick walk over the bridge (at the back of the car park) to the office. Cardiff Central Railway Station is also
- [Forum on Tour at Thatchers](https://contactcentreforum.co.uk/events-page/forum-on-tour-at-thatchers/) - Join us for the first Forum on Tour of the year at Thatchers, one of the UK's premier brands. Discover the rich history behind this iconic business and learn how its heritage continues to shape the exceptional service it delivers to an ever-evolving customer base. You'll also gain insights into how Thatchers attracts and develops
- [Forum on Tour — at a London Centre of Excellence](https://contactcentreforum.co.uk/events-page/forum-on-tour-at-a-london-centre-of-excellence/) - Invite-only operational site visit / centre of excellence session.
- [Scotland AgentFest 2026](https://contactcentreforum.co.uk/events-page/sccf-agent-fest-2026-scotland/) - Save the Date and Register your interest - Full details to follow
- [Planning, Analysis & Insights User Group](https://contactcentreforum.co.uk/events-page/planning-analysis-insights-user-group-7/) - The next Planning User Group session will be an informal, interactive discussion covering: Reflecting on the first half of 2026 – what’s gone well? The biggest challenges you’ve faced so far this year. Are you where you expected to be at this point in 2026? Your priorities, plans and opportunities for the second half of
- [HR & Recruitment User Group: Industry Innovations for contact centre employee engagement](https://contactcentreforum.co.uk/events-page/hr-recruitment-user-group-industry-innovations-for-contact-centre-employee-engagement/) - Industry Innovations for contact centre employee engagement to include: New Tech Cultural practices Organisation practices Microsoft Teams meeting Join: https://teams.microsoft.com/meet/31490114812696?p=gD4IwDnOFutJ2EvxNL Meeting ID: 314 901 148 126 96 Passcode: gC9QB2RF
- [CX is Still Human — Agentic AI Just Makes It Smarter (Bristol)](https://contactcentreforum.co.uk/events-page/cx-is-still-human-agentic-ai-just-makes-it-smarter-bristol/) - South West Contact Centre Forum, in association with Five9, invite you to an exclusive breakfast briefing exploring how organisations can embrace Agentic AI while keeping customer experience fundamentally human. As AI adoption accelerates across the contact centre industry, businesses are under increasing pressure to deliver smarter, faster and more personalised customer experiences, without losing trust,
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-19/)
- [Agents User Group](https://contactcentreforum.co.uk/events-page/agents-user-group-4/) - Join Learning & Development Specialist Emily Shaw for the Agent User Group. We’re delighted to welcome Emily Shaw, Learning & Development Specialist, to our upcoming Agent User Group session. Emily will be sharing practical insights, ideas, and best practice to support learning, development, engagement, and performance within the contact centre environment. This is a fantastic
- [South West Contact Centre Awards 2026](https://contactcentreforum.co.uk/events-page/south-west-contact-centre-awards-2026/) - The evening will be a glamorous black-tie event attended by more than 300 guests from high-profile organisations across the South West of England. Table packages include a welcome glass of bubbles followed by a delicious three-course dinner, complimentary table wine (and champagne on VIP tables!) plus an evening of entertainment, music and dancing! Book and
- [CX is Still Human — Agentic AI Just Makes It Smarter (Manchester)](https://contactcentreforum.co.uk/events-page/cx-is-still-human-agentic-ai-just-makes-it-smarter/) - Northern Contact Centre Forum, in association with Five9, invite you to an exclusive breakfast briefing exploring how organisations can embrace Agentic AI while keeping customer experience fundamentally human. As AI adoption accelerates across the contact centre industry, businesses are under increasing pressure to deliver smarter, faster and more personalised customer experiences, without losing trust, empathy
- [Planning, Analysis & Insights User Group](https://contactcentreforum.co.uk/events-page/planning-analysis-insights-user-group-6/) - CCF_UG_PlanningAnalysis_May2026_v1 Calling all planning teams. Join us for the next interactive User Group session, an AI-driven workforce planning expert panel, to help cut through the noise and get to what really works. Join our expert panel as we explore how AI is being applied in workforce planning right now — where it delivers, where
- [Northern Contact Centre Awards 2026](https://contactcentreforum.co.uk/events-page/northern-contact-centre-awards-2026/) - The evening will be a glamorous black-tie event attended by more than 300 guests from high-profile organisations across the North of England. Table packages include a welcome glass of bubbles followed by a delicious dinner, complimentary table wine (and champagne on VIP tables!) plus an evening of entertainment, music and dancing! Book and pay online
- [SWCCF AgentFest 2026, Cheltenham](https://contactcentreforum.co.uk/events-page/swccf-agentfest-2026/) - Welcome to AgentFest 26 — a day dedicated to you! AgentFest is back — bigger, bolder, and better than ever! More details will be released shortly.
- [Team Leader User Group: Cognitive Load and Decision Fatigue](https://contactcentreforum.co.uk/events-page/team-leader-user-group-cognitive-load-and-decision-fatigue/) - Cognitive Load and Decision Fatigue Constant multitasking and decision-making can drain mental energy. Learn how to reduce cognitive load for yourself and your team, improving clarity and performance.
- [Scotland Contact Centre Forum & IRIS Audio Technologies breakfast briefing](https://contactcentreforum.co.uk/events-page/scotland-contact-centre-forum-iris-audio-technologies-breakfast-briefing/) - An exclusive breakfast briefing with Scotland Contact Centre Forum and IRIS Audio Technologies Scotland Contact Centre Forum, in association with IRIS Audio Technologies, invite you to an exclusive breakfast briefing exploring the evolving role of voice in the contact centre and what “premium voice” really means in 2026. As customer expectations rise and AI-enabled voice
- [Agent User Group](https://contactcentreforum.co.uk/events-page/agent-user-group-9/)
- [Agents User Group](https://contactcentreforum.co.uk/events-page/agents-user-group-3/)
- [Scotland Contact Centre Awards 2026](https://contactcentreforum.co.uk/events-page/scotland-contact-centre-awards-2026/) - The evening will be a glamorous black-tie event attended by more than 250 guests from high-profile organisations across Scotland. Table packages include a welcome glass of bubbles followed by a delicious 3-course dinner, complimentary table wine (and champagne on VIP tables!) plus an evening of entertainment, music and dancing! Book and pay online using the
- [Forum on Tour at J.P. Morgan, Bournemouth](https://contactcentreforum.co.uk/events-page/forum-on-tour-at-j-p-morgan-bournemouth/) - Join us at J. P. Morgan's Bournemouth office, winner of Best Contact Centre Culture at the South West Contact Centre Awards 2025, for May's Forum on Tour.
- [Northern Contact Centre Forum AgentFest 2026](https://contactcentreforum.co.uk/events-page/nccf-agent-fest-2026/) - The event for front-line professionals! Welcome to AgentFest 26 — a day dedicated to you! AgentFest is back — bigger, bolder, and better than ever! Hosted by Clear Business, this year’s event is designed exclusively for frontline advisors — the real voices and heartbeat of the customer experience. Join us for a full day of
- [Forum on Tour at NFU Mutual, Glasgow](https://contactcentreforum.co.uk/events-page/forum-on-tour-at-nfu-mutual-glasgow/) - Join the Scotland Contact Centre Forum for a Forums on Tour visit to NFU Mutual’s Glasgow office, bringing together industry leaders for a morning of insight, discussion and networking. This exclusive session explores what operational excellence looks like in a modern contact centre environment, from leadership in action and evolving customer service models to the
- [Team Leader User Group : Micro-Moments of Leadership](https://contactcentreforum.co.uk/events-page/team-leader-user-group-micro-moments-of-leadership/) - Micro-Moments of Leadership Leadership isn’t just about big decisions, it’s built in the small, everyday actions that earn trust. This session focuses on recognising and leveraging those moments to strengthen team culture. Please note: we have transitioned our meetings over to Teams - please contact Membership Support Manager, Emma for any further support with
- [SWCCF Team Leader Summit 2026](https://contactcentreforum.co.uk/events-page/swccf-team-leader-summit-2026/) - Team leaders are vital to the future of the contact centre. Join us to explore future skills, AI-led leadership, and the resilience required to navigate today’s fast moving landscape. An interactive full-day summit designed to equip team leaders with practical tools for leading people, shaping culture, and supporting today’s emotionally complex customer conversations. Expect hands
- [SWCCF & IRIS Audio Technologies breakfast briefing](https://contactcentreforum.co.uk/events-page/swccf-iris-audio-breakfast-briefing/) - An exclusive breakfast briefing with SWCCF and IRIS Audio Technologies SWCCF, in association with IRIS Audio Technologies, invite you to an exclusive breakfast briefing exploring the evolving role of voice in the contact centre and what “premium voice” really means in 2026. As customer expectations rise and AI-enabled voice technologies mature, organisations are under increasing
- [Agent User Group - Spring brings new opportunities – Agent User Group will discuss the best Spring initiatives from around the UK](https://contactcentreforum.co.uk/events-page/agent-user-group-7/) - Spring brings new opportunities – Agent User Group will discuss the best Spring initiatives from around the UK
- [Agent User Group - The customer of the future – a deep dive into customer requirements & service provision](https://contactcentreforum.co.uk/events-page/agent-user-group-6/) - Agent User Group: The Customer of the Future – A Deep Dive into Customer Requirements & Service Provision Join Group Chair Jane Thomas, MD of the South West, Northern & Scotland Contact Centre Forum, for our next interactive session As our industry continues to evolve, understanding the expectations of tomorrow’s customer is critical. This session
- [Planning, Analysis & Insights User Group](https://contactcentreforum.co.uk/events-page/planning-analysis-insights-user-group-5/) - Enhancing expertise and promoting long term operational success. This session will focus on shared priorities for 2026, with emphasis on practical planning challenges and opportunities. The format is deliberately interactive, with open discussion encouraged throughout. Attendees are invited to share experiences, questions and examples from their own organisations.
- [Forums on Tour at OVO Cadworks Glasgow](https://contactcentreforum.co.uk/events-page/forums-on-tour-at-ovo-cadworks-glasgow/) - Download Full Agenda
- [Training & Coaching and Team Leader User Groups Joint Session](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-17/) - Strengthening the Transition from the Classroom to the Contact Centre This special edition of the User Group will team up with the Team Leader User Group, for a focused discussion on how trainers and team leaders can work together to ensure a smooth, confident transition for advisors moving from training into live contact centre work.
- [Forum on Tour at WPA, Taunton](https://contactcentreforum.co.uk/events-page/forum-on-tour-wpa-taunton/)
- [Team Leader User Group: The Psychology of Customer Emotions](https://contactcentreforum.co.uk/events-page/team-leader-user-group-the-psychology-of-customer-emotions/) - Explore how understanding emotional triggers can transform difficult interactions into positive experiences. Learn practical techniques for empathy that protect you and your team from burnout.
- [Team Leader User Group: Storytelling as a Leadership Tool](https://contactcentreforum.co.uk/events-page/team-leader-user-group-storytelling-as-a-leadership-tool/) - Storytelling as a Leadership Tool Discover how stories can inspire, connect, and motivate your team. We’ll discuss how to use narratives to make KPIs and goals feel meaningful rather than mechanical.
- [HR & Recruitment User Group: Salary & Employment Contracts](https://contactcentreforum.co.uk/events-page/hr-recruitment-user-group-salary-employment-contracts/) - Join the discussion with group Chair, Katy Forsyth, Managing Director, Red Recruitment. Salary & Employment Contracts Pressures Regional Variances Role based Changes
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-22/) - Join group Chair Emily Shaw, Learning & Development Manager at South West Contact Centre Forum.
- [Trainers & Coaches Pow Wow (Manchester)](https://contactcentreforum.co.uk/events-page/trainers-coaches-pow-wow-manchester/) - Calling all trainers and coaches – this is your day! A high-energy, practical event for anyone shaping the future of learning and development. Successful teams need investment in their development Join us for a one-of-a-kind event dedicated to the growth and development of trainers, coaches, and managers with L&D responsibilities. This is your opportunity to
- [Trainers & Coaches Pow Wow (Bristol)](https://contactcentreforum.co.uk/events-page/trainers-coaches-pow-wow-bristol/) - Calling all trainers and coaches – this is your day! A high-energy, practical event for anyone shaping the future of learning and development. Successful teams need investment in their development Join us for a one-of-a-kind event dedicated to the growth and development of trainers, coaches, and managers with L&D responsibilities. This is your opportunity to
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-18/)
- [Agents User Group](https://contactcentreforum.co.uk/events-page/agents-user-group-2/)
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-16/) - Join group Chair, Emily Shaw, L&D Specialist
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-14/) - Join group Chair Emily Shaw, Learning & Development Manager at South West Contact Centre Forum.
- [Forums on Tour at Kohler Mira, Cheltenham](https://contactcentreforum.co.uk/events-page/forums-on-tour-at-kohler-mira/) - We wrap up 2025 in style on 16 December at Kohler Mira in Cheltenham. This final Forums on Tour event of the year promises lively discussion, expert insights, and the perfect setting to reflect on successes and plan for the year ahead. Smart Decisions, Happier Customers: The Power of Data in Planning and Service: Discover
- [HR & Recruitment User Group : Review of 2025 & Preparing for 2026](https://contactcentreforum.co.uk/events-page/hr-recruitment-user-group-4/) - Join the discussion with group Chair, Katy Forsyth Managing Director and Founder at Red Recruitment; Contact Centre People Consultant; Partner and Advisor to the South West Contact Centre Forum.
- [Agent User Group - Review of the Year; Special requests & insights from frontline advisors to conclude the year](https://contactcentreforum.co.uk/events-page/agent-user-group-review-of-the-year-special-requests-insights-from-frontline-advisors-to-conclude-the-year/) - Agent User Group - Review of the Year; Special requests & insights from frontline advisors to conclude the year
- [Forums on Tour at Clear Business, Manchester](https://contactcentreforum.co.uk/events-page/forums-on-tour-at-clear-business-manchester/) - Postponed event : we head to Manchester with Clear Business for a dynamic day of networking and knowledge-sharing. Expect fresh perspectives, practical takeaways, and plenty of opportunities to make valuable connections before the year ends.
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-15/) - Join group Chair Emily Shaw, Learning & Development Manager at South West Contact Centre Forum.
- [Round Table Workshop at Clear Business, Glasgow](https://contactcentreforum.co.uk/events-page/round-table-workshop-at-clear-business-glasgow/) - Save the Date – Scotland CCF Round Table Workshop We’re excited to announce a brand-new initiative for Scotland: our Round Table Workshops. These sessions provide the perfect space to share ideas, discuss key topics, and explore practical approaches to common challenges. Our first Round Table Workshop will be hosted by Clear Business Glasgow on Wednesday,
- [Agent User Group : Meet the winners of Advisor of the Year Northern & South West Awards 2025!](https://contactcentreforum.co.uk/events-page/agent-user-group-topic-tbc-11/) - Join the discussion with group Chair, Jane Thomas Managing Director of South West and Northern Contact Centre Forums.
- [Agent User Group: Complaints - The Why, The Now and How](https://contactcentreforum.co.uk/events-page/agent-user-group-topic-tbc-10/) - Complaints - The Why, The Now and How with Craig Watts – Customer Service Director from Pelican Business Services joining us to discuss with the group this very topical subject matter. Join the discussion with group Chair, Jane Thomas Managing Director of South West, Scotland and Northern Contact Centre Forums.
- [SWCCF AgentFest 2025](https://contactcentreforum.co.uk/events-page/swccf-agentfest-2025/) - Welcome to AgentFest 25 — a day dedicated to you! AgentFest is back — bigger, bolder, and better than ever! Hosted by Kohler Mira, proud winners of Contact Centre of the Year, this year’s event is designed exclusively for frontline Advisors — the real voices and heartbeat of the customer experience. Join us for a
- [Planning, Analysis & Insights User Group](https://contactcentreforum.co.uk/events-page/planning-analysis-insights-user-group-4/) - Calling all Planning and Analysis colleagues. Join us for the next interactive User Group session. Agenda 10:00 Introduction (Paul Sanders / Jane Thomas) 10:05 Towergate Resource Planning Team (Paul Sanders / Andrew Hartley) 10:15 Motability Operations (David Anstey) 10:25 Healix (Liam Weeks) 10:35 Q&A (All Speakers) 10:45 Kwik Fit (Stephen Moal) 10:50 Thank You and
- [Agent User Group: Your Health & Wellbeing](https://contactcentreforum.co.uk/events-page/agent-user-group-topic-tbc-9/) - Join the discussion with group Chair, Jane Thomas Managing Director of South West and Northern Contact Centre Forums. ‘Your health and wellbeing’ the toolkit to your success! We will be joined by Zoe Bell Liverpool John Moores University to help gather your thoughts
- [Northern Contact Centre Awards 2025](https://contactcentreforum.co.uk/events-page/northern-contact-centre-awards-2025/) - The evening will be a glamorous black-tie event attended by more than 300 guests from high-profile organisations across the North of England. Table packages include a welcome glass of bubbles followed by a delicious 2-course dinner, complimentary table wine (and champagne on VIP tables!) plus an evening of entertainment, music and dancing! Book and pay
- [Friday Update returns – 5 September](https://contactcentreforum.co.uk/events-page/friday-update-returns-5-september/) - Be part of the conversation. Friday Update is back on 5 September – don’t miss it! Connect with leaders and teams from across the South West of England, the North of England and Scotland in a high-energy Zoom session.Discover the latest insights, best practices, and live operational stats to power up your week.Collaborate through lively
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-11/) - Join group Chair Emily Shaw, Learning & Development Manager at South West Contact Centre Forum. The Winners Story – the Winner of the Trainer of the Year - SWCCF Annual Awards 2025 – Anna Jones - Motability will join us to reveal all her insights for a winning formula.
- [Forums on Tour at Motability Operations, Edinburgh](https://contactcentreforum.co.uk/events-page/forums-on-tour-at-motability-operations-edinburgh/) - Join us in the heart of Scotland on 23 September as we bring the Forums on Tour series to Edinburgh, hosted by Motability Operations. This is your chance to connect with industry peers, share insights, and explore best practices in an inspiring setting. Motability Operations was the centre we were proud to launch the Scotland
- [Forums on Tour at Interact, Wigan](https://contactcentreforum.co.uk/events-page/forums-on-tour-at-interact-wigan/) - Join us for a morning of learning and development designed to inspire mindset shifts, empower self-growth, and unlock leadership potential. Experience a taster session of Interact’s transformative self- development and leadership programme - already making a powerful impact inside and outside the contact centre - enhancing employee experience and enriching everyday life. Interact is one
- [Team Leader User Group: Stop, Start, Continue Framework](https://contactcentreforum.co.uk/events-page/team-leader-user-group-stop-start-continue-framework/) - A retrospective exercise to help with self-reflection and continuous improvement.
- [Team Leader User Group: A Conversation with Our Winners](https://contactcentreforum.co.uk/events-page/team-leader-user-group-12/) - Join us for a user group session featuring the recipients of the Team Leader of the Year award. In this conversation, they’ll share their experiences, challenges, and reflections from their leadership journey. It’s an opportunity to hear different perspectives on what leadership can look like in practice.
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-10/) - Join group Chair Emily Shaw, Learning & Development Manager at South West Contact Centre Forum.
- [Team Leader User Group: Mastering the Balancing Act Between Agility and Structure](https://contactcentreforum.co.uk/events-page/team-leader-user-group-mastering-the-balancing-act-between-agility-and-structure/) - Guide your team to pivot quickly while staying organized in a fast-changing world.
- [HR & Recruitment User Group: How Technology is Changing Job Specs](https://contactcentreforum.co.uk/events-page/hr-recruitment-user-group-3/) - Join the discussion with group Chair, Katy Forsyth Managing Director and Founder at Red Recruitment; Contact Centre People Consultant; Partner and Advisor to the South West Contact Centre Forum. This month's topic will look at "How Technology is Changing Job Specs".
- [Team Leader User Group: Do Generational Gaps Matter?](https://contactcentreforum.co.uk/events-page/team-leader-user-group-do-generational-gaps-matter/) - Unpacking generational differences to ensure that leaders create a cohesive and productive team environment.
- [Agent User Group](https://contactcentreforum.co.uk/events-page/agent-user-group-topic-tbc-8/) - Join the discussion with group Chair, Jane Thomas Managing Director of South West and Northern Contact Centre Forums.
- [Team Leader User Group - Aligning Hybrid and Remote Working](https://contactcentreforum.co.uk/events-page/team-leader-user-group-aligning-hybrid-and-remote-working/) - Helping Team Leaders to balance flexibility with effective communication and goal alignment to improve team cohesion.
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-12/) - Join Us for the July Training & Coaching User Group Thursday 17th July | 9:00–10:00am Special Guests: Matt Berry & Maisie Thomas, Nisbets Winners Fresh from their SWCCF Awards success, Matt and Maisie will be joining us to share the innovative people strategies that helped turn challenges into triumphs at Nisbets. Discover how they: Rebuilt
- [The Generational Gig](https://contactcentreforum.co.uk/events-page/the-generational-gig-4/) - Generational Insights Training for Contact Centre Leaders A unique group training opportunity for your people, enabling them to successfully manage multi-generational teams. Who should attend Contact Centre Managers Planning Team Team Leaders L&D Teams Coaching Teams Outcomes Better customer understanding Improved retention and engagement Stronger team connections Pricing Please note, an invoice will be sent
- [The Generational Gig](https://contactcentreforum.co.uk/events-page/the-generational-gig-3/) - Generational Insights Training for Contact Centre Leaders A unique group training opportunity for your people, enabling them to successfully manage multi-generational teams. Who should attend Contact Centre Managers Planning Team Team Leaders L&D Teams Coaching Teams Outcomes Better customer understanding Improved retention and engagement Stronger team connections Pricing Please note, an invoice will be sent
- [The Generational Gig](https://contactcentreforum.co.uk/events-page/the-generational-gig-2/) - Generational Insights Training for Contact Centre Leaders A unique group training opportunity for your people, enabling them to successfully manage multi-generational teams. Who should attend Contact Centre Managers Planning Team Team Leaders L&D Teams Coaching Teams Outcomes Better customer understanding Improved retention and engagement Stronger team connections Pricing Please note, an invoice will be sent
- [The Generational Gig](https://contactcentreforum.co.uk/events-page/the-generational-gig/) - Generational Insights Training for Contact Centre Leaders A unique group training opportunity for your people, enabling them to successfully manage multi-generational teams. Who should attend Contact Centre Managers Planning Team Team Leaders L&D Teams Coaching Teams Outcomes Better customer understanding Improved retention and engagement Stronger team connections Pricing Please note, an invoice will be sent
- [Team Leader User Group: Building a Feedback Culture](https://contactcentreforum.co.uk/events-page/team-leader-user-group-10/) - Join the discussion with group Chair, Amanda Burnett, Head of Billing Operations, Utilita Energy. Building a Feedback Culture: Discuss the value of constructive feedback, how to give and receive feedback effectively, and creating a culture where feedback is welcomed and acted upon.
- [Planning, Analysis & Insights User Group](https://contactcentreforum.co.uk/events-page/planning-analysis-insights-user-group-3/)
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-9/) - Join group Chair Emily Shaw, Learning & Development Manager at South West Contact Centre Forum.
- [Agent User Group : Topic TBC](https://contactcentreforum.co.uk/events-page/agent-user-group-topic-tbc-7/) - Join the discussion with group Chair, Jane Thomas Managing Director of South West and Northern Contact Centre Forums.
- [Team Leader User Group: The Art of Delegation](https://contactcentreforum.co.uk/events-page/team-leader-user-group-11/) - Join the discussion with group Chair, Amanda Burnett, Head of Billing Operations, Utilita Energy. The Art of Delegation: Highlight the importance of delegation in leadership, how to delegate effectively, and the benefits it brings to both leaders and team members.
- [Team Leader Summit 2025](https://contactcentreforum.co.uk/events-page/team-leader-summit-2025-north/) - The event for Team Leaders in the North Our Team Leaders hold the key to our business success Team Leader Summit 2025 - a one-day bespoke event for Team Leaders in the North of England, bringing our leaders together to collaborate and experience unique and insightful sessions. All will enjoy valuable operational insight for personal
- [Planning, Analysis & Insights User Group](https://contactcentreforum.co.uk/events-page/planning-analysis-insights-user-group/)
- [Forums on Tour at St John Ambulance](https://contactcentreforum.co.uk/events-page/forums-on-tour-st-john-ambulance/) - Join us for Forums on Tour, where we bring learning and networking to you! This special edition will feature a mental health awareness and support in the workplace session, led by one of our expert trainers. With Gen Z’s evolving needs and the lasting effects of Covid lockdowns and economic instability, workplace mental health has
- [Forums on Tour at Sykes Cottages](https://contactcentreforum.co.uk/events-page/forums-on-tour-at-sykes-cottages/)
- [Agent User Group : POSTPONED SESSION](https://contactcentreforum.co.uk/events-page/agent-user-group-topic-tbc-5/) - Join the discussion with group Chair, Jane Thomas Managing Director of South West and Northern Contact Centre Forums.
- [Agent User Group : Topic TBC](https://contactcentreforum.co.uk/events-page/agent-user-group-topic-tbc-6/) - Join the discussion with group Chair, Jane Thomas Managing Director of South West and Northern Contact Centre Forums.
- [Agent User Group : Easter Special!](https://contactcentreforum.co.uk/events-page/agent-user-group-topic-tbc-4/) - Join the discussion with group Chair, Jane Thomas Managing Director of South West and Northern Contact Centre Forums.
- [South West Contact Centre Awards 2025](https://contactcentreforum.co.uk/events-page/south-west-contact-centre-awards-2025/) - The evening will be a glamorous black-tie event attended by more than 300 guests from high-profile organisations across the South West of England Table packages include a welcome glass of bubbles followed by a delicious 3-course dinner, complimentary table wine (and champagne on VIP tables!) plus an evening of entertainment from a VIP host, music
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-7/) - Join group Chair Emily Shaw, Learning & Development Manager at South West Contact Centre Forum.
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-8/) - Join group Chair Emily Shaw, Learning & Development Manager at South West Contact Centre Forum.
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-6/) - Join group Chair Emily Shaw, Learning & Development Manager at South West Contact Centre Forum.
- [Agent User Group :](https://contactcentreforum.co.uk/events-page/agent-user-group-topic-tbc-3/) - Join the discussion with group Chair, Jane Thomas Managing Director of South West and Northern Contact Centre Forums.
- [Planning, Analysis & Insights User Group](https://contactcentreforum.co.uk/events-page/planning-analysis-insights-user-group-2/)
- [Agent User Group : Topic TBC](https://contactcentreforum.co.uk/events-page/agent-user-group-topic-tbc-2/) - Join the discussion with group Chair, Jane Thomas Managing Director of South West and Northern Contact Centre Forums.
- [Forum on Tour, RAC Bristol](https://contactcentreforum.co.uk/events-page/save-the-date-forum-on-tour-rac-bristol/)
- [Forums on Tour at Stannah](https://contactcentreforum.co.uk/events-page/forums-on-tour-at-stannah/) - The agenda for the "Forums on Tour" visit to Stannah in Andover includes an introduction to Stannah by Kerry Teagle, a presentation on role assessment and benchmarking by Kerry Teagle and Katy Forsyth, a discussion on culture and technology by Tara Prince, and product demos and networking opportunities led by Harry Coughlin. The event concludes
- [Team Leader Summit 2025](https://contactcentreforum.co.uk/events-page/team-leader-summit-2025/) - The event for Team Leaders in the South West Our Team Leaders hold the key to our business success Team Leader Summit 2025 - a one-day bespoke event for Team Leaders in the Southwest, bringing our leaders together to collaborate and experience unique and insightful sessions. All will enjoy valuable operational insight for personal development
- [Trainers and Coaches POW WOW](https://contactcentreforum.co.uk/events-page/trainers-and-coaches-pow-wow/) - Calling all trainers and coaches – this is your day! Building success through Learning & Development Successful teams need investment in their development Join us for a one-of-a-kind event dedicated to the growth and development of trainers, coaches, and managers with L&D responsibilities. This is your opportunity to immerse yourself in the latest trends, best
- [Transformation & Innovation (T&I) Group - Measuring Success: Connecting CX Transformation to Real Value](https://contactcentreforum.co.uk/events-page/transformation-innovation-ti-group-measuring-success-connecting-cx-transformation-to-real-value/) - Transformation & Innovation (T&I) Group Measuring Success: Connecting CX Transformation to Real Value 27th January 2025, 11:30 am - 1:00 pm, Virtual Meeting Are your customer experience metrics feeling like a complex puzzle with no clear solution? Most organisations collect mountains of data but struggle to translate those numbers into meaningful improvements. Our upcoming
- [Team Leader User Group: Digital Detox for Leaders](https://contactcentreforum.co.uk/events-page/team-leader-user-group-9/) - Join the discussion with group Chair, Amanda Burnett, Head of Billing Operations, Utilita Energy. Digital Detox for Leaders: Explore the benefits of taking regular breaks from digital devices, and how leaders can encourage their teams to do the same for better mental health and productivity.
- [Team Leader User Group : Time Management Mastery](https://contactcentreforum.co.uk/events-page/team-leader-user-group-8/) - Join the discussion with group Chair, Amanda Burnett, Head of Billing Operations, Utilita Energy. Time Management Mastery: Explore advanced time management techniques that leaders can use to optimize their productivity and balance their responsibilities effectively.
- [Team Leader User Group : Harnessing the Power of Networking](https://contactcentreforum.co.uk/events-page/team-leader-user-group-7/) - Join the discussion with group Chair, Amanda Burnett, Head of Billing Operations, Utilita Energy. Discuss the importance of building and maintaining professional networks, and how leaders can leverage these connections for personal and team growth.
- [Contact Centre Recruitment & Retention Event 2025](https://contactcentreforum.co.uk/events-page/contact-centre-recruitment-retention-event-2025/) - Download Information Sheet Practical Strategies for Contact Centre Recruitment & Retention Stay ahead of the curve when addressing today’s contact centre people challenges. This one-day seminar offers a high-value blend of keynote talks, panel discussions, and data- driven insights. You’ll walk away with actionable hints and tips for your 2025 recruitment and retention strategies, with
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-5/)
- [Agent User Group : Topic TBC](https://contactcentreforum.co.uk/events-page/agent-user-group-topic-tbc/) - Join the discussion with group Chair, Jane Thomas Managing Director of South West and Northern Contact Centre Forums.
- [Friday Update](https://contactcentreforum.co.uk/events-page/friday-update/) - Join us online for our first Friday Update of 2025! at 11am on Friday 10th January 2025 Join us for 30 minutes of forward focus for the best year ahead in the contact centre industry!
- [HR & RECRUITMENT USER GROUP](https://contactcentreforum.co.uk/events-page/hr-recruitment-user-group-5/) - Join the discussion with group Chair, Katy Forsyth Managing Director and Founder at Red Recruitment; Contact Centre People Consultant; Partner and Advisor to The South West Contact Centre Forum
- [HR & RECRUITMENT USER GROUP](https://contactcentreforum.co.uk/events-page/hr-recruitment-user-group-2/) - Join the discussion with group Chair, Katy Forsyth Managing Director and Founder at Red Recruitment; Contact Centre People Consultant; Partner and Advisor to The South West Contact Centre Forum
- [HR and Recruitment User Group : Resource & Retention Planning 2025](https://contactcentreforum.co.uk/events-page/hr-and-recruitment-user-group-3/)
- [Agent UG: My Self Development - The Importance of Setting Personal Goals](https://contactcentreforum.co.uk/events-page/agent-user-group-my-self-development-the-importance-of-setting-personal-goals/) - My Self Development - the importance of setting personal goals It is key to set yourself, or at the very least, be aware of the vision you have for your own personal development. You can start to set yourself realistic goals, have meaningful conversations with your direct reports, mapping how and what the opportunities are
- [AgentFest 24](https://contactcentreforum.co.uk/events-page/agentfest-24/) - AgentFest 24 welcomes Olympic champion Sarah Jones, who will headline this great event. She will recount her Tokyo and Paris campaigns, revealing what is required to achieve success, maintain resilience, and aim for success! AgentFest 24 is back with a BANG! We’re thrilled to invite frontline advisors to this exclusive event, hosted by the award-winning
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-2024-11-21/)
- [Team Leader User Group - Stop, Start, Continue Framework – A retrospective exercise to help with self-reflection and continuous improvement.](https://contactcentreforum.co.uk/events-page/team-leader-user-group-stop-start-continue-framework-a-retrospective-exercise-to-help-with-self-reflection-and-continuous-improvement/) - Topic: Stop, Start, Continue Framework – A retrospective exercise to help with self-reflection and continuous improvement. Join group Chair, Amanda Burnett, Utilita Energy
- [Special Interest Group: To Add or Not to Add: Digital Channels in Contact Centres](https://contactcentreforum.co.uk/events-page/special-interest-group-to-add-or-not-to-add-digital-channels-in-contact-centres/) - Download Mailer Here >>> CCF_ToAddorNottoAdd_v1 ANNOUNCEMENT!! OUTSTANDING PANELISTS CONFIRMED!!! To add to this great session we are delighted to announce key industry leaders will be joining us – all have their views to share! Register today! …. join us for this interactive debate Jonathan Evans – Director of Contact Centres & Transformation – Edyn Group Lisa
- [Northern Contact Centre Awards 2024](https://contactcentreforum.co.uk/events-page/northern-contact-centre-awards-2024/) - The evening will be a glamorous black-tie event attended by more than 300 guests from high-profile organisations across the North of England and Scotland. Table packages include a welcome glass of bubbles followed by a delicious 3-course dinner, complimentary table wine (and champagne on VIP tables!) plus an evening of A-list entertainment, music and dancing!
- [Forums on Tour at WPA](https://contactcentreforum.co.uk/events-page/forums-on-tour-at-wpa/) - Join us at our next Forum on Tour, this time with WPA Health Insurance in Taunton. Being a specialist not-for-profit health insurer in the UK, WPA provides award-winning health insurance solutions for individuals, families, and businesses.
- [Contact Centre People Hubs: WPA, Taunton](https://contactcentreforum.co.uk/events-page/contact-centre-people-hubs-wpa-taunton/) - A unique opportunity to discuss the results of the People Survey 2024 and forecasts for 2025. You’ll also receive insights on the significant changes to people policies in the UK post-election, and the expected impact on contact centres and their people policies and strategies. This interactive morning will bring together regional heads from operations, CX,
- [Team Leader User Group: Improving performance – unlocking your team’s full potential](https://contactcentreforum.co.uk/events-page/team-leader-user-group-25th-september-improving-performance-unlocking-your-teams-full-potential/) - Team Leader User Group : 26th September – Improving Performance – Unlocking your Team’s full potential.
- [Contact Centre People Hubs: The Very Group](https://contactcentreforum.co.uk/events-page/contact-centre-people-hubs-the-very-group/) - A unique opportunity to discuss the results of the People Survey 2024 and forecasts for 2025. You’ll also receive insights on the significant changes to people policies in the UK post-election, and the expected impact on contact centres and their people policies and strategies. This interactive morning will bring together regional heads from operations, CX,
- [Contact Centre People Hubs: UCAS](https://contactcentreforum.co.uk/events-page/contact-centre-people-hubs-ucas/) - A unique opportunity to discuss the results of the People Survey 2024 and forecasts for 2025. You’ll also receive insights on the significant changes to people policies in the UK post-election, and the expected impact on contact centres and their people policies and strategies. This interactive morning will bring together regional heads from operations, CX,
- [Forum on Tour at Healix, Bristol](https://contactcentreforum.co.uk/events-page/save-the-date-forum-on-tour-at-healix-bristol/) - FOT - Healix - 18th April 2024 Thursday, 18 April 2024 at 9:30 am 5th Floor, 3 Temple Quay, Redclie, Bristol, BS1 6DZ 9am Registration, coee and networking 9:25am Welcome Jane Thomas, South West Contact Centre Forum 9:30am Welcome to Healix Ian Talbot, CEO Healix Health Services 9:45am Clinical expertise and our learning journey
- [Agent User Group : Delivering best service for life changing moments](https://contactcentreforum.co.uk/events-page/agent-user-group-top-tips-for-being-a-great-team-member-for-the-most-successful-team/) - Join the discussion with fellow industry agents and Southwest and Northern Contact Centre Forums MD, Jane Thomas ‘Delivering best service for life changing moments’ Attend this great session where we will have representatives attending from businesses around the UK who really make a difference to people’s lives on a daily basis. We will be discussing:
- [The Winning Formula - Special Interest Group](https://contactcentreforum.co.uk/events-page/the-winning-formula-special-interest-group/) - Come and be inspired by this unique opportunity to meet some of the amazing finalists and winners of the South West Contact Centre Awards 2024 You will have the opportunity to meet some of the amazing finalists and winners of this year’s showcase event — those who have been recognised for their outstanding delivery of
- [Planning & Analysis User Group :](https://contactcentreforum.co.uk/events-page/planning-analysis-user-group/) - Join Group Chair Paul Sanders, Head of Resource Planning at Towergate Insurance for an insightful and comprehensive session. Planning, Analysis & Insights User Group : How centres manage fluctuations in call demand (seasonality) without incurring large staffing costs through levers such as shrinkage. Wednesday, 18 September 2024 at 10:00 am - 11am Reserve your place today &
- [HR and Recruitment User Group :](https://contactcentreforum.co.uk/events-page/hr-and-recruitment-user-group-2/) - Join group Chair; Katy Forsyth, Director - Red Recruitment who will be hosting this discussion on Onboarding Retention Register today!
- [Transformation & Innovation SIG](https://contactcentreforum.co.uk/events-page/transformation-innovation-sig-3/) - Transformation & Innovation (T&I) Group 2nd October 2024, 11:30 am - 1:00 pm, Virtual Meeting Zendesk CX Trends 2024 Report highlights that 60% of consumers see fast problem-solving as a key indicator of excellent customer service. But, how can you provide quick, high-quality service? A well-structured knowledge base is a great starting point. Join
- [Friday Update Returns: September Session](https://contactcentreforum.co.uk/events-page/friday-update-returns-september-session/) - Join us online every Friday at 11am for the hottest 30 minutes in the contact centre industry! Connect Unite with contact centre leaders and team members across the South West and North of England regions in a high-energy, 30-minute power session on Zoom. Discover Get real-time insights, best practices, and the latest operational stats to
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-2024-09-19/)
- [South West Contact Centre Awards 2024](https://contactcentreforum.co.uk/events-page/south-west-contact-centre-awards-2024/) - The evening will be a glamorous black-tie event attended by more than 300 guests from high-profile organisations across the South West of England Table packages include a welcome glass of bubbles followed by a delicious 3-course dinner, complimentary table wine (and champagne on VIP tables!) plus an evening of A-list entertainment, music and dancing! Book
- [Team Leader User Group : Change Management – Explore effective approaches to managing change within the team. Discuss communication plans, training, and overcoming resistance.](https://contactcentreforum.co.uk/events-page/team-leader-user-group-change-management-explore-effective-approaches-to-managing-change-within-the-team-discuss-communication-plans-training-and-overcoming-resistance/) - Team Leader User Group : Change Management – Explore effective approaches to managing change within the team. Discuss communication plans, training, and overcoming resistance.
- [Team Leader User Group : Effective Coaching – How to use Coaching Leadership to create high performing Agents.](https://contactcentreforum.co.uk/events-page/team-leader-user-group-effective-coaching-how-to-use-coaching-leadership-to-create-high-performing-agents/) - Team Leader User Group : Effective Coaching – How to use Coaching Leadership to create high performing Agents.
- [Planning, Analysis & Insights User Group : Multi-Channel Operations; Effective Tools & Best Practice](https://contactcentreforum.co.uk/events-page/planning-analysis-effective-tools-best-practice/) - Planning, Analysis & Insights User Group : Multi-Channel Operations; Effective Tools & Best Practice Thursday, 11 July 2024 at 10:00 am - 11am Reserve your place today & join the discussion! What tools should we be looking at? For example, best practice for managing emails? Once you've multi-channel operational (voice, webchat, email +) How do
- [Forums on Tour at Interact Contact Centres](https://contactcentreforum.co.uk/events-page/forums-on-tour-at-interact-contact-centres/) - Interact is one of the UK’s leading contact centre outsourcers, proudly winning Outsourced Contact Centre of the Year (Large) 2023 at the Northern Contact Centre Awards. As the first Employee-Owned UK Outsourcer, our values support our People, Customer and Community F.I.R.S.T goals. We build true partnerships with our clients that include BT, EE, The Times,
- [Postponed : 03.07.24 : Team Leader User Group: Creating an Empowered Team](https://contactcentreforum.co.uk/events-page/team-leader-user-group-6/) - This session will now be taking place Wednesday 3rd July 2024 Creating a practical checklist to ensure that all team members are empowered in an environment that is productive, enriching and fulfilling.
- [Agents User Group](https://contactcentreforum.co.uk/events-page/agents-user-group/) - Come and meet some of the Finalists and Winners of the Agent of the Year 2024 – this will be a truly motivational session where we will congratulate our guests giving them the floor to share some of the key qualities they have brought to their role ensuring great Agent Experience reflects in Great Customer
- [Transformation & Innovation SIG](https://contactcentreforum.co.uk/events-page/transformation-innovation-sig-2/) - Transformation & Innovation (T&I) Group 6th June 2024, 11:30 am - 1:00 pm, Virtual Meeting Did you know that more than 68% of consumers think that most companies could step up their game when it comes to personalising customer experiences(Zendesk CX Trends 2024 Report)? Join us in our upcoming T&I Group meeting where we'll
- [Team Leader User Group: Let’s talk about Emotional Intelligence, (EI) again!](https://contactcentreforum.co.uk/events-page/team-leader-user-group-5/) - How to use EI to foster positive team dynamics, promote collaboration and navigate complex interpersonal relationships.
- [SKY Stockport, Forum on Tour](https://contactcentreforum.co.uk/events-page/save-the-date-sky-stockport-forum-on-tour/) - SKY Stockport & Forum on Tour
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-2024-05-16/)
- [HR and Recruitment User Group - Recruiting and training Agents and Team Leaders for tomorrow’s contact centre job requirements](https://contactcentreforum.co.uk/events-page/hr-and-recruitment-user-group/) - Recruiting and training Agents and Team Leaders for tomorrow’s contact centre job requirements. Join group Chair Katy Forsyth's [Red Recruitment] discussion around how your Agent and Team Leader job roles have changed and how they are predicted to change. How is the industry updating its recruitment and training to set Agents up for success?
- [Forums on Tour at Foundever](https://contactcentreforum.co.uk/events-page/forums-on-tour-at-foundever/) - Embark on an enlightening journey with us at Forums on Tour, hosted at Foundever with their client Virgin Media. This event promises an enriching experience featuring insightful discussions and networking opportunities tailored to empower professionals in the contact centre industry. Join us at Foundever's fabulous venue. Save the date and prepare to be inspired! Download
- [Agent User Group](https://contactcentreforum.co.uk/events-page/agent-user-group-5/) - Join Jane Thomas – MD of both the South West and Northern Contact Centre Forum for a Post-Easter session where we will have a debate with a challenge!! Through interactive discussion, we are going to create a list where we bring together the Top Ten List of all things that REALLY matter to you in
- [Agent User Group - Future Key skills for Advisors - be the best you can be!](https://contactcentreforum.co.uk/events-page/agent-user-group-future-key-skills-for-advisors-be-the-best-you-can-be/) - Join the discussion with Jane Thomas, SWCCF & NCF Managing Director who will be chairing "Future Key skills for Advisors - be the best you can be!"
- [Team Leader User Group: Adaptive Leadership](https://contactcentreforum.co.uk/events-page/team-leader-user-group-3/) - What is adaptive leadership and what are the benefits of using this type of leadership to navigate volatile, uncertain, complex, and ambiguous decisions.
- [Health & Wellness Special Interest Group](https://contactcentreforum.co.uk/events-page/health-wellness-special-interest-group-3/) - Join researcher Zoe Bell (Liverpool John Moores University) for an interactive discussion on the latest results from her health research project. This includes what advisors and managers think are the best ways to promote employee health. We’ll ask for your opinion on these and collaborate in the session to create ideas for future directions.
- [Planning, Analysis & Insights User Group : Adherence vs. Conformance](https://contactcentreforum.co.uk/events-page/planning-analysis-insights-user-group-adherence-vs-conformance/) - Adherence vs. Conformance Join Group Chair Paul Sanders, Head of Resource Planning at Towergate Insurance for an insightful and comprehensive session. Reserve your place today! What is Adherence? A measure of the time that an advisor has worked with respect to the time that they are scheduled to work. Time in Adherence / Scheduled
- [Transformation & Innovation SIG](https://contactcentreforum.co.uk/events-page/transformation-innovation-sig/) - After an incredibly successful event series last year, we're excited to let you know that the T&I Group meetings are back! Don't miss the upcoming session, where we'll dive into the topic of agent burnout. We'll discuss how providing your team with the right tools and knowledge can help tackle cognitive overload and improve the employee
- [Training & Coaching User Group - Delivering learning with a positive, empathetic and kind approach.](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-2024-03-21/) - Topic: Delivering learning with a positive, empathetic and kind approach.
- [Team Leader User Group: Thriving in the Face of Modern Leadership Challenges](https://contactcentreforum.co.uk/events-page/team-leader-user-group-thriving-in-the-face-of-modern-leadership-challenges/) - Join group Chair, Amanda Burnett for this months Topic "Thriving in the Face of Modern Leadership Challenges"
- [Agent User Group - Amazing session with Nick Elston!](https://contactcentreforum.co.uk/events-page/agent-user-group-amazing-session-with-nick-elston/) - Join the discussion with group chair Kelly Surtees from CRiS & special guest Nick Elston - International Speaker, Lecturer & founder of Forge Ahead!
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-2024-04-18/)
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-2024-06-20/)
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-2024-07-18/)
- [Transformation & Innovation SIG](https://contactcentreforum.co.uk/events-page/transformation-innovation-sig-4/)
- [Northern Team Leader Summit 2024](https://contactcentreforum.co.uk/events-page/northernteamleadersummit2024/) - Contact Centres and Leaders of the Future – The Cultural Shift In association with Sky Contact Centre Team Leader Summit 2023 - a one day bespoke event for Team Leaders in the North, bringing our leaders together to collaborate and experience unique and insightful sessions. All will enjoy valuable operational insight for personal development and
- [Training & Coaching User Group - Dealing with 2024 Operational Changes](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-operational-changes-happen-on-a-regular-basis-and-are-important-to-ensure-centres-are-agile-to-customer-demands/) - “Operational changes happen on a regular basis and are important to ensure centres are agile to customer demands. How do these changes affect Learning and Development teams? How can you support the teams and the business in a positive manner?” Joining instructions will be sent separately by Group Chair, Emily Shaw
- [Team Leader User Group - Data driven decision Making for Leaders – How to use the data to improve performance?](https://contactcentreforum.co.uk/events-page/data-driven-decision-making-for-leaders-how-to-use-the-data-to-improve-performance/) - Data driven decision Making for Leaders – How to use the data to improve performance?
- [Improving Absence Roundtable](https://contactcentreforum.co.uk/events-page/improving-absence-roundtable/) - Join us for this month’s #ContactCentre Roundtable Discussing Absence Absence is at the highest level the industry has ever seen. Improving absence is on most operation’s agendas. There are lots of reasons for it and many impacts of it. Join us for this focused roundtable where we will work together to share experiences, initiatives and
- [Team Leader User Group - Leading with Kindness; How to lead with empathy, understanding and positive communication?](https://contactcentreforum.co.uk/events-page/team-leader-user-group-leading-with-kindness-how-to-lead-with-empathy-understanding-and-positive-communication/) - Team Leader User Group - Leading with Kindness; How to lead with empathy, understanding and positive communication?
- [Health & Wellness Special Interest Group](https://contactcentreforum.co.uk/events-page/health-wellness-special-interest-group-2/) - Moving matters: this meeting will focus on how to support contact centre employees to move more and be less still during working hours. The guidance will be based on the latest research and provide tangible ideas to adopt and implement regardless of your centre’s budget or context (e.g, home and office workers).
- [Friday Update - Welcome to 2024](https://contactcentreforum.co.uk/events-page/friday-update-welcome-to-2024/) - Join us in welcoming in 2024 with fellow contact centre industry professionals. Hosted by Jane Thomas, Managing Director SWCCF & NCCF
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-4/)
- [Friday Update - Welcome to 2024](https://contactcentreforum.co.uk/events-page/friday-update-welcome-to-2024-5/) - Join us in welcoming in 2024 with fellow contact centre industry professionals. Hosted by Jane Thomas, Managing Director SWCCF & NCCF
- [Friday Update - Welcome to 2024](https://contactcentreforum.co.uk/events-page/friday-update-welcome-to-2024-4/) - Join us in welcoming in 2024 with fellow contact centre industry professionals. Hosted by Jane Thomas, Managing Director SWCCF & NCCF
- [Friday Update - Welcome to 2024](https://contactcentreforum.co.uk/events-page/friday-update-welcome-to-2024-3/) - Join us in welcoming in 2024 with fellow contact centre industry professionals. Hosted by Jane Thomas, Managing Director SWCCF & NCCF
- [Friday Update - Welcome to 2024](https://contactcentreforum.co.uk/events-page/friday-update-welcome-to-2024-2/) - Join us in welcoming in 2024 with fellow contact centre industry professionals. Hosted by Jane Thomas, Managing Director SWCCF & NCCF
- [Agent User Group](https://contactcentreforum.co.uk/events-page/agent-user-group-4/) - Join us on Zoom >>> https://us02web.zoom.us/j/87450709307?pwd=YkxoYkJkbi81OUJaVzVPVlFpbndsdz09
- [WEBINAR - Past, Present and Forecast: Contact Centre Insights 2023 - Your Wish list for 2024](https://contactcentreforum.co.uk/events-page/webinar-past-present-and-forecast-contact-centre-insights-2023-your-wish-list-for-2024/) - Past, Present and Forecast: Contact Centre Insights 2023 Your Wish list for 2024 Join this great interactive panel session Panel Guests - Calabrio - SVL - Trainline - Hoover Candy A review of 2023’s biggest challenges - the trends - into discussing the key contact centre strategies for 2024. Jane Thomas will be hosting the
- [HR & Recruitment User Group](https://contactcentreforum.co.uk/events-page/hr-recruitment-user-group/) - Join us for the final HR & Recruitment User Group of 2023: ‘A group discussion to review 2023 and to debate what we are to expect and plan for from the contact centre recruitment and people market in 2024’ Chaired by Katy Forsyth, Red Recruitment
- [Team Leader User Group](https://contactcentreforum.co.uk/events-page/team-leader-user-group-4/) - Join this month’s TL User group where we will be discussing Employee Experience - How can Team Leaders create a positive employee experience that fosters engagement and motivation? Join Zoom Meeting https://us02web.zoom.us/j/86081282862?pwd=Ti9SV0NzMjh2aEpPUllOa1NBZDB5QT09 Meeting ID: 860 8128 2862 Passcode: 591607
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-2/) - ‘Employee Experience’ – how can L&D/Coaches create a positive experience that supports engagement and motivation?
- [AgentFest 2023](https://contactcentreforum.co.uk/events-page/agentfest-2023/) - The event for front-line professionals AgentFest gets personal…it’s all about you! Self-care, personal resilience and a commitment to success. We are delighted to announce that AgentFest 2023 returns! Make sure your front-line advisors are a part of this unique day dedicated to them…for them! A day of discovery, inspirational sessions, sharing of best practice, being
- [Team Leader Summit 2023](https://contactcentreforum.co.uk/events-page/team-leader-summit-2023/) - Our Team Leaders hold the key to our business success Team Leader Summit 2023 – a one day bespoke event for Team Leaders in the South West, bringing our leaders together to collaborate and experience unique and insightful sessions. All will enjoy valuable operational insight for personal development and future team success. INSIGHT – managing
- [Health & Wellness Special Interest Group](https://contactcentreforum.co.uk/events-page/health-wellness-special-interest-group-5/) - Session focus: The importance of the employee voice in health and wellbeing Session description: October was Speak up month. This year's theme was Breaking Barriers. As such, this session will explore how centres identify the health and wellbeing wants and needs of their employees, barriers to this, and effective ways of providing a safe and inclusive culture
- [Planning, Analysis and Insights User Group](https://contactcentreforum.co.uk/events-page/planning-analysis-and-insights-user-group/) - Join group chair Paul Sanders, Towergate for this months insightful session. AGENDA 10:00 – 10:05 Introductions 10:05 – 10:25 What are our top 3 deliverables for 2024? 10:25 – 10:35 With all the measures applied for our front-line staff, how and what do we assess agent performance within WFM? 10:35 – 10:50 What have
- [COLLEAGUE ENGAGEMENT IN THE HYBRID CONTACT CENTRE](https://contactcentreforum.co.uk/events-page/colleague-engagement-in-the-hybrid-contact-centre/) - (WEBINAR) COLLEAGUE ENGAGEMENT IN THE HYBRID CONTACT CENTRE TUESDAY NOV 28TH, 12 - 1PM Chair: Jane Thomas, South West Contact Centre Forum and Northern Contact Centre Forum Forget about 5 days a week back-to-the-office for everyone, that’s dead. And with office occupancy levels at around 50% across the country, the debate needs to move onto
- [Agent User Group](https://contactcentreforum.co.uk/events-page/agent-user-group-3/) - Join us on Zoom >>> https://us02web.zoom.us/j/87450709307?pwd=YkxoYkJkbi81OUJaVzVPVlFpbndsdz09
- [Team Leader User Group](https://contactcentreforum.co.uk/events-page/team-leader-user-group-2/) - Join this month’s TL User group where we will be discussing Hybrid Teams - How can Team Leaders ensure that remote/hybrid team members feel connected to the organisation's culture and values? Join Zoom Meeting https://us02web.zoom.us/j/86081282862?pwd=Ti9SV0NzMjh2aEpPUllOa1NBZDB5QT09 Meeting ID: 860 8128 2862 Passcode: 591607
- [Health & Wellness Special Interest Group](https://contactcentreforum.co.uk/events-page/health-wellness-special-interest-group/) - Session title: The importance of the employee voice in health and wellbeing Session description: October is Speak up month. This year's theme is Breaking Barriers. As such, this session will explore how centres identify the health and wellbeing wants and needs of their employees, barriers to this, and effective ways of providing a safe and
- [Northern Contact Centre Awards 2023](https://contactcentreforum.co.uk/events-page/northern-contact-centre-awards-2023/) - The evening will be a glamorous black-tie event attended by more than 400 guests from high-profile organisations across the North of England. Table packages include a welcome glass of bubbles followed by a delicious 3-course dinner, complimentary table wine (and champagne on VIP tables!) plus an evening of A-list entertainment, music and dancing! Book and
- [Motability Operations](https://contactcentreforum.co.uk/events-page/motability-operations/) - Join us at Motability Operations in Bristol for our latest Forums on Tour. Download info sheet
- [Agent User Group](https://contactcentreforum.co.uk/events-page/agent-user-group-2/) - Join us on Zoom >>> https://us02web.zoom.us/j/87450709307?pwd=YkxoYkJkbi81OUJaVzVPVlFpbndsdz09
- [Analytics & Insights User Group](https://contactcentreforum.co.uk/events-page/analytics-insights-user-group/) - 1.30pm – Intros and scene setting (Paul and David) 1.40pm to 2pm – Shift Planning (Showcasing the ability to “create your own” shift pattern) – David 2.00pm to 2.15pm – Hybrid working (“Do we utilize this, do agents love it and what are the pitfalls and benefits”) 2.15pm to 2.25pm – Adherence (“Do we all
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group-3/)
- [Training & Coaching User Group](https://contactcentreforum.co.uk/events-page/training-coaching-user-group/)
- [Health & Wellness Special Interest Group](https://contactcentreforum.co.uk/events-page/health-wellness-special-interest-group-4/)
- [Team Leader User Group](https://contactcentreforum.co.uk/events-page/team-leader-user-group/) - Join this month’s TL User group where we will be discussing topical, operational challenges and opportunities. The Chair of this group will ask Team Leaders what they would like to discuss, what will help them in their roles. Join Zoom Meeting https://us02web.zoom.us/j/86081282862?pwd=Ti9SV0NzMjh2aEpPUllOa1NBZDB5QT09 Meeting ID: 860 8128 2862 Passcode: 591607
- [Transformation & Innovation (T&I) Group](https://contactcentreforum.co.uk/events-page/transformation-innovation-ti-group/) - SWCCF & ROUTE 101 PRESENT: Transformation & Innovation (T&I) Group Wednesday 13th September, 11am - 1pm [VIRTUAL] Secure your spot for this virtual session entitled: "Voices that Matter: Exploring the Power of Customer Analytics and Insights in the Contact Centre". Attend this online meeting and discover how to leverage customer analytics to gain valuable insights
- [Forums on Tour: Verastar](https://contactcentreforum.co.uk/events-page/forums-on-tour-verastar/) - Since 1998, we’ve been providing small businesses with the essential services they need. We offer a wider range of services, a higher quality of customer care and a lower price than the industry incumbents, and we do it by challenging the way things are done and upholding our core values: Passionate, Straightforward, United and Innovative.
- [Agent User Group –](https://contactcentreforum.co.uk/events-page/agent-user-group/) - Join us on Zoom >>> https://us02web.zoom.us/j/87450709307?pwd=YkxoYkJkbi81OUJaVzVPVlFpbndsdz09
- [HR & RECRUITMENT USER GROUP - Preparing your recruitment and people strategies for winter](https://contactcentreforum.co.uk/events-page/hr-recruitment-user-group-preparing-your-recruitment-and-people-strategies-for-winter/) - Preparing your recruitment and people strategies for winter What we’re expecting from the contact centre labour market when we consider the current economic and industry trends. An overview of the recent labour force and economic numbers and their expected impact on contact centre recruitment and retention Preparing recruitment and training strategies for the impact of technology
- [Team Leader and Training & Coaching User Group: Session 2](https://contactcentreforum.co.uk/events-page/team-leader-and-training-coaching-user-group-session-2/) - Research has shown that if you are able to engage a new starter in a contact centre for 8 weeks, then you are more likely to retain the agent. The first relationships that a new agent forms is with the L&D Professional and the Team Leader. These sessions will allow the 2 roles to align

## Locations

- [VOCO Grand Hotel](https://contactcentreforum.co.uk/locations/voco-grand-hotel/) - Event title: Beyond the Bot: The Agentic Step-Change Strapline: A breakfast session for Scotland's contact centre leaders on moving from conversational AI to agentic AI. Join Ciklum and the Scotland Contact Centre Forum for a breakfast session exploring the shift from AI that answers to AI that does. We'll unpack why high containment doesn't always
- [Tesco CCEC](https://contactcentreforum.co.uk/locations/tesco-ccec/)
- [Zoom London HQ](https://contactcentreforum.co.uk/locations/zoom-london-hq/)
- [Which? Cardiff](https://contactcentreforum.co.uk/locations/which-cardiff/)
- [KURA](https://contactcentreforum.co.uk/locations/kura-2/)
- [KURA](https://contactcentreforum.co.uk/locations/kura/)
- [Aztec Hotel & Spa](https://contactcentreforum.co.uk/locations/aztec-hotel-spa/)
- [Mollies Manchester](https://contactcentreforum.co.uk/locations/mollies-manchester/)
- [W Edinburgh](https://contactcentreforum.co.uk/locations/w-edinburgh/)
- [Avon and Somerset Police Headquarters](https://contactcentreforum.co.uk/locations/avon-and-somerset-police-headquarters/)
- [Bristol Rovers Football Club](https://contactcentreforum.co.uk/locations/bristol-rovers-football-club/)
- [J.P. Morgan](https://contactcentreforum.co.uk/locations/j-p-morgan/)
- [NFU Mutual](https://contactcentreforum.co.uk/locations/nfu-mutual-2/)
- [DoubleTree by Hilton](https://contactcentreforum.co.uk/locations/doubletree-by-hilton/)
- [National Veterinary Services Group](https://contactcentreforum.co.uk/locations/national-veterinary-services-group/)
- [](https://contactcentreforum.co.uk/locations/10535/)
- [](https://contactcentreforum.co.uk/locations/10527/)
- [](https://contactcentreforum.co.uk/locations/10525/)
- [](https://contactcentreforum.co.uk/locations/10521/)
- [](https://contactcentreforum.co.uk/locations/10517/)
- [](https://contactcentreforum.co.uk/locations/10515/)
- [](https://contactcentreforum.co.uk/locations/10511/)
- [](https://contactcentreforum.co.uk/locations/10509/)
- [](https://contactcentreforum.co.uk/locations/10506/)
- [](https://contactcentreforum.co.uk/locations/10503/)
- [](https://contactcentreforum.co.uk/locations/10500/)
- [](https://contactcentreforum.co.uk/locations/10497/)
- [](https://contactcentreforum.co.uk/locations/10495/)
- [](https://contactcentreforum.co.uk/locations/10490/)
- [](https://contactcentreforum.co.uk/locations/10484/)
- [](https://contactcentreforum.co.uk/locations/10482/)
- [](https://contactcentreforum.co.uk/locations/10479/)
- [](https://contactcentreforum.co.uk/locations/10473/)
- [](https://contactcentreforum.co.uk/locations/10469/)
- [Glasgow Marriott Hotel](https://contactcentreforum.co.uk/locations/glasgow-marriott-hotel/)
- [](https://contactcentreforum.co.uk/locations/10406/)
- [](https://contactcentreforum.co.uk/locations/10404/)
- [OVO Cadworks Glasgow](https://contactcentreforum.co.uk/locations/ovo-cadworks-glasgow/)
- [A central Edinburgh location](https://contactcentreforum.co.uk/locations/a-central-edinburgh-location/)
- [A central Bristol location](https://contactcentreforum.co.uk/locations/a-central-bristol-location/)
- [Clear Business, Glasgow](https://contactcentreforum.co.uk/locations/clear-business-glasgow/)
- [Kohler Mira Ltd](https://contactcentreforum.co.uk/locations/kohler-mira-ltd/)
- [A central Manchester location](https://contactcentreforum.co.uk/locations/a-central-manchester-location/)
- [Motability Operations](https://contactcentreforum.co.uk/locations/motability-operations-2/)
- [The Wave](https://contactcentreforum.co.uk/locations/the-wave/)
- [The Edwardian Manchester](https://contactcentreforum.co.uk/locations/the-edwardian-manchester/)
- [Sykes Holiday Cottages](https://contactcentreforum.co.uk/locations/sykes-holiday-cottages/)
- [St John House](https://contactcentreforum.co.uk/locations/st-john-house/)
- [BS32 4TD](https://contactcentreforum.co.uk/locations/bs32-4td/)
- [WPA](https://contactcentreforum.co.uk/locations/wpa/)
- [The Very Group](https://contactcentreforum.co.uk/locations/the-very-group/)
- [UCAS](https://contactcentreforum.co.uk/locations/ucas/)
- [RAC](https://contactcentreforum.co.uk/locations/rac/)
- [Thatchers](https://contactcentreforum.co.uk/locations/thatchers/)
- [Western Provident Association](https://contactcentreforum.co.uk/locations/western-provident-association/)
- [Stannah Head Office](https://contactcentreforum.co.uk/locations/stannah-head-office/)
- [Foundever Manchester](https://contactcentreforum.co.uk/locations/foundever-manchester/)
- [Interact Wigan](https://contactcentreforum.co.uk/locations/interact-wigan/)
- [Delta Hotels by Marriott Bristol City Centre](https://contactcentreforum.co.uk/locations/delta-hotels-by-marriott-bristol-city-centre/)
- [Ageas UK](https://contactcentreforum.co.uk/locations/ageas-uk/)
- [Sky](https://contactcentreforum.co.uk/locations/sky/)
- [NFU Mutual](https://contactcentreforum.co.uk/locations/nfu-mutual/)
- [Motability Operations](https://contactcentreforum.co.uk/locations/motability-operations/)
- [Verastar](https://contactcentreforum.co.uk/locations/verastar/)
- [Village Hotel Warrington](https://contactcentreforum.co.uk/locations/village-hotel-warrington/)
- [Workplace, Manchester](https://contactcentreforum.co.uk/locations/workplace-manchester/)
- [Peninsula Group](https://contactcentreforum.co.uk/locations/peninsula-group/)
- [PHSO](https://contactcentreforum.co.uk/locations/phso/)
- [Park Retail, Birkenhead](https://contactcentreforum.co.uk/locations/park-retail-birkenhead/)
- [Red Recruitment](https://contactcentreforum.co.uk/locations/red-recruitment/)
- [The Midland Hotel](https://contactcentreforum.co.uk/locations/the-midland-hotel/)
- [Foundever](https://contactcentreforum.co.uk/locations/foundever/)
- [Malmaison Manchester](https://contactcentreforum.co.uk/locations/malmaison-manchester/)
- [Magenta Living](https://contactcentreforum.co.uk/locations/magenta-living/)
- [Great Places, Manachester](https://contactcentreforum.co.uk/locations/great-places-manachester/)
- [Nisbets National Catering Equipment Centre](https://contactcentreforum.co.uk/locations/nisbets-national-catering-equipment-centre/)
- [OVO Energy](https://contactcentreforum.co.uk/locations/ovo-energy/)
- [Avios (IAG)](https://contactcentreforum.co.uk/locations/avios-iag/)

## Awards Categories

- [Frontline Team of the Year](https://contactcentreforum.co.uk/2023_awards/frontline-team-of-the-year/) - This category applies to all ‘Frontline Teams’ who sit directly within the contact centre and whose primary role is to engage with customers (B2B or B2C) service or sales. This may include (but not exclusive to) a specialist team such as escalations or a team of advisors within a larger centre, a team looking after a specific account, product or service. Consideration should be given to team spirit, performance against targets and objectives, the team’s biggest achievements in the past 6-12 months, innovation and leadership.
- [Best Approach to Supporting Vulnerable Customers](https://contactcentreforum.co.uk/2023_awards/best-approach-to-supporting-vulnerable-customers/)
- [Best Outsourced Partnership](https://contactcentreforum.co.uk/2023_awards/best-outsourced-partnership/)
- [Outstanding Contact Centre Initiatives](https://contactcentreforum.co.uk/2023_awards/outstanding-contact-centre-initiatives/)
- [Contact Centre of the Year – In-house](https://contactcentreforum.co.uk/2023_awards/contact-centre-of-the-year-in-house/)
- [Contact Centre of the Year - Outsourced](https://contactcentreforum.co.uk/2023_awards/contact-centre-of-the-year-outsourced/)
- [Best Contact Centre Culture](https://contactcentreforum.co.uk/2023_awards/best-contact-centre-culture/)
- [Best Special Initiatives](https://contactcentreforum.co.uk/2023_awards/special-initiatives-2024/)
- [Best Complaints Handling Team](https://contactcentreforum.co.uk/2023_awards/best-complaints-handling-team/)
- [Best Customer Engagement](https://contactcentreforum.co.uk/2023_awards/customer-engagement/) - This award recognises how you deliver exceptional levels of service to your customers and should include details of how you measure customer engagement – targets, performance against targets, KPIs, etc. Evidence can also include details of a multi-channel approach eg: via digital, social, voice and web.
- [Best People Engagement](https://contactcentreforum.co.uk/2023_awards/best-people-engagement/)
- [Best People Development](https://contactcentreforum.co.uk/2023_awards/people-development/) - This award will recognise companies that successfully address ongoing development needs for individuals, departments and whole organisations to see that business needs are met. The judges will be looking for examples of how people development affects the company ethos and how it is embedded in the company culture.
- [Best Effective Outsourced Improvement Initiative](https://contactcentreforum.co.uk/2023_awards/best-effective-outsourced-improvement-initiative/)
- [Best Technology Partnership](https://contactcentreforum.co.uk/2023_awards/best-technology-partnership/)
- [Support Manager of the Year](https://contactcentreforum.co.uk/2023_awards/support-manager-of-the-year/) - Open to individuals who have been managing a support team or function based in a contact centre (eg finance, marketing, HR, IT) for a minimum of six months, in either a full or part-time capacity. This award will recognise an individual who has shown exceptional leadership, innovation, broad management skills and vocational competence. The winner demonstrates consistently high performance of the support team, communicates and shares the company’s vision/mission, and combines a commitment to the delivery of organisational objectives with an efficient and effective service. The winner will have successfully implemented innovative strategies that impact positively on the team and have a commitment to the continuous improvement of staff and self.
- [Best Complaints Handler](https://contactcentreforum.co.uk/2023_awards/best-complaints-handler/)
- [Sales Agent of the Year](https://contactcentreforum.co.uk/2023_awards/sales-agent-of-the-year/) - This category is for individuals working at advisor grade in a sales capacity. It is appropriate for agents/advisors who have demonstrated exceptional levels of sales and vocational competence, in either a full or part time capacity. Entrants must demonstrate consistently high performance as an agent/advisor, achieve consistently strong results and make a real difference to their organisation.
- [Centre of Excellence](https://contactcentreforum.co.uk/2023_awards/centre-of-excellence/)
- [Greatest Impact of AI](https://contactcentreforum.co.uk/2023_awards/greatest-impact-of-ai/)
- [Support Team of the Year](https://contactcentreforum.co.uk/2023_awards/support-team-of-the-year/) - From a support function team based in a contact centre (eg finance, HR, IT), this award will recognise an initiative delivered by teams or departments. The entry needs to outline the process, the driver(s) for implementation, key performance indicators and provide evidence of positive outcomes. It must also include evidence of the impact of the initiative on the objectives and performance of the business.
- [Contact Centre Manager of the Year](https://contactcentreforum.co.uk/2023_awards/contact-centre-manager-of-the-year/) - Open to individuals who have been managing personnel within a contact centre for a minimum of six months, this category looks to reward exceptional leadership, innovation, broad management skills and vocational competence in either a full or part-time capacity. The winner demonstrates exceptional leadership, ensures consistently high performance of the centre, communicates and shares the company’s vision/mission, and combines a commitment to the delivery of organisational objectives with an efficient and effective service. The winner will have successfully implemented innovative strategies that impact positively on the wider organisation and have a commitment to the continuous improvement of centre, staff and self.
- [Trainer/Coach of the Year](https://contactcentreforum.co.uk/2023_awards/trainer-coach-of-the-year/) - This category is seeking a professional trainer or coach who applies best practice in learning theory to deliver training and development that achieves organisational objectives. The winner will take their role extremely seriously, training is meticulously planned and learning theory is applied with precision in order to get the best out of the people. Activity is tailored to the individual’s needs but also helps achieve departmental group objectives. This person’s training programmes have made a difference not only to individuals’ career objectives and the organisation, but also the participants’ quality of life and outlook. The winner is not averse to trying innovative new techniques to train and coach employees in a controlled environment.
- [Hero of the Year](https://contactcentreforum.co.uk/2023_awards/hero-of-the-year/) - This award will recognise your shining star – someone who has gone over and above the call of duty to enhance the smooth running of the operation. Finalists in this category will not have to attend panel judging as the winner will be selected from the written entry.
- [Newcomer of the Year](https://contactcentreforum.co.uk/2023_awards/newcomer-of-the-year/) - This award will recognise non-managers working in a frontline role within a contact centre, who has been in post for a minimum of six months and a maximum of 12 months. The judges will be looking for evidence of exceptional vocational competence, achieving great results and making a difference within a short period of time, plus excellent interpersonal skills.
- [Support Person of the Year](https://contactcentreforum.co.uk/2023_awards/support-person-of-the-year/) - This category is open to non-managers employed in a support role within the contact centre in any function, for example: IT, Resource planning, administration, operations, logistics, facilities management, human resources, catering. When completing the entry consideration should be given to professionalism, performance, initiative and personal development. The support person of the year will be a shining example and entries will demonstrate how the contact centre would not the same without this person.
- [Team Leader of the Year](https://contactcentreforum.co.uk/2023_awards/team-leader-supervisor-of-the-year/) - This category is open to individuals who have been employed in the role for a minimum of six months and who demonstrate exceptional leadership, first-line management skills and vocational competence, in either a full or part time capacity. The Team Leader of the Year is a professional and inspirational person who leads by example and takes responsibility for the team. They ensure their colleagues’ experience of work is always a positive one. Entrants must demonstrate strong leadership, be results oriented, with a commitment to staff development, and have evidence of guiding their team to consistently high performance.
- [Customer Service Agent of the Year](https://contactcentreforum.co.uk/2023_awards/customer-service-agent-of-the-year/) - This category is for individuals working at advisor grade who have demonstrated exceptional levels of service and vocational competence, in either a full or part time capacity. The winner will be someone who goes above and beyond his or her day-to-day responsibilities to provide excellent customer service and support to their colleagues. Entrants must demonstrate consistently high performance as an adviser, achieve consistently strong results and make a real difference to their organisation.
- [Contact Centre of the Year](https://contactcentreforum.co.uk/2023_awards/contact-centre-of-the-year/)
- [Best Training Programme](https://contactcentreforum.co.uk/2023_awards/best-training-programme/) - This exciting category gives an opportunity to demonstrate what training packages are on offer within the contact centre teams. The award is open for any training initiatives offered in-house to any role e.g. Agents, Coaches, Team Leaders, Senior Management, support teams. The winning team must be able to illustrate how your training programme is enhancing a role for the individuals within your centre. The judges will be looking for examples of how the programme has assisted with engagement through the learning and development opportunities available, as well as a focus upon the return on investment to the organisation.
- [Support Person and Support Manager of the Year](https://contactcentreforum.co.uk/2023_awards/support-person-and-support-manager-of-the-year/)
- [Contact Centre of the Year and Best Contact Centre Culture](https://contactcentreforum.co.uk/2023_awards/contact-centre-of-the-year-and-best-contact-centre-culture/)
- [Support Excellence of the Year](https://contactcentreforum.co.uk/2023_awards/support-excellence-of-the-year/)
- [Engagement & Growth Excellence](https://contactcentreforum.co.uk/2023_awards/engagement-growth-excellence/)
- [Frontline & Support Teams of the Year](https://contactcentreforum.co.uk/2023_awards/frontline-support-teams-of-the-year/)
- [Best Hybrid Working Programme](https://contactcentreforum.co.uk/2023_awards/best-hybrid-working-programme/) - Open to both in house and outsource contact centres, this category embraces contact centres who have built hybrid working into the 'main frame' of their respective operation who are able to demonstrate that they have released the potential of hybrid working by creating a positive hybrid working culture within the business. The programme will reflect the provision of outstanding customer service through its hybrid teams with tangible results reflected in CSAT/NPS and how such teams have positively underpinned the business in terms of the Customer Journey and Customer Satisfaction despite often dealing with unpredictable demand. Of particular interest will be the Communications Plan or infrastructure which is in place to support both the Leaders managing their hybrid teams and the advisors for maximum inclusion, productivity and engagement. The programme should give tangible evidence of attracting or developing talent in the hybrid teams, reflecting how such talent has been attracted outside of the normal geographical recruitment area, showing evidence of how this has had a positive effect on the recruitment strategy within the business. Managing Hybrid Teams and what is in place to do so will be of particular interest, how the teams have been empowered to work in their hybrid capacity with the positive impact this has achieved on engagement and retention, releasing the potential of the teams. Key to any Hybrid Programmes is the Resilience build in terms of IT infrastructure, supporting Compliance and Data Protection as such these factors need to be demonstrated along with the successes achieved by the programme on all operational levels including any efficiency gains for the business.
- [Best People Development and People Engagement](https://contactcentreforum.co.uk/2023_awards/people-engagement/)
- [Best Recruitment & Retention Strategy](https://contactcentreforum.co.uk/2023_awards/best-recruitment-retention-strategy/) - This award recognises contact centres that best attract, select and retain talent. Centres that can show their recruitment and retention strategies give them an advantage in this highly competitive region whilst helping to uphold a career of choice status for contact centres. The judges will be looking for examples of how your centre’s strategy not only gives a great candidate and new starter experience but ensures that your company’s values, behaviours and visions are reinforced throughout the processes.
- [Mental Health & Wellbeing Award](https://contactcentreforum.co.uk/2023_awards/mental-health-wellbeing-award/) - This category recognises organisations who have truly invested time and resources into providing an open, supportive and educational environment for their team members who have experienced Mental Health challenges - personally or professionally. Those who have gone above & beyond to drive Mental Health & Wellbeing initiatives from a human-led perspective - not just a tick box exercise. The winner will be an organisation that see promoting positive Mental Health as a must - proactively - not just reactively.
- [Diversity & Inclusion](https://contactcentreforum.co.uk/2023_awards/diversity-inclusion/) - This new category is open to any contact centre who can demonstrate a commitment to supporting a diverse and inclusive workforce in attraction, engagement and retention. Our category is open for campaigns or initiatives that are clearly focused on improving diversity in the workplace and making the organisation accessible to people from a diverse range of backgrounds.
- [Best Transformation Programme](https://contactcentreforum.co.uk/2023_awards/best-transformation-programme/)

## User Groups

- [Planning, Analysis & Insight](https://contactcentreforum.co.uk/user-groups/planning-analysis-insight-group-page/) - The Planning, Analysis & Insight Group exists to share experiences and best practice across our region for the benefit of all. Previous topics covered include planning for exceptional circumstances and major events.
- [HR & Recruitment](https://contactcentreforum.co.uk/user-groups/hr-recruiting-page/) - HR, and recruitment, are such an important fields of work in enabling businesses to achieve success. We are the mechanisms to find, train, develop and nurture talent and help to influence and shape culture. As a group of professionals, we should be encouraged to share good and best practice, learnings, ideas and initiatives, and systems or procedures that have transformed how our people engage with our businesses. This is what the Group will try and achieve.
- [Team Leader](https://contactcentreforum.co.uk/user-groups/team-leader-group-page/) - An opportunity to discuss training issues with like minded people. The previous meeting examined the role of the coach and how Screwfix have embedded coaching into their learning culture through a colleague-to-colleauge approach.
- [Agents](https://contactcentreforum.co.uk/user-groups/agents-page/) - Unique opportunity to Inspire your agents with best practice and industry insight, with topics addressing real challenges and opportunities.
- [Training & Coaching](https://contactcentreforum.co.uk/user-groups/training-coaching-page/) - If you are delivering training and or coaching to your centres, this group offers the opportunity to discuss training and coaching hot topics with like-minded experts. All sessions bring the group together to share best practice through sharing working practices within each centre, providing valuable takeaway solutions and ideas to explore and digest.
- [Public Sector](https://contactcentreforum.co.uk/user-groups/public-sector-page/) - A dedicated group which discusses the issues faced by the public sector, including roundtable updates, impact of welfare reform, channel-shift in the contact centre and quality.

## Directory Items

- [Ciklum](https://contactcentreforum.co.uk/directory/ciklum/)
- [IRIS Audio AI](https://contactcentreforum.co.uk/directory/iris-audio-ai/)
- [Kerv](https://contactcentreforum.co.uk/directory/kerv/)
- [ALPerformance](https://contactcentreforum.co.uk/directory/alperformance/)
- [Opus Technology](https://contactcentreforum.co.uk/directory/opus-technology/)
- [Calabrio](https://contactcentreforum.co.uk/directory/calabrio/)
- [Motability Operations](https://contactcentreforum.co.uk/directory/motability-operations/)
- [Red Recruitment](https://contactcentreforum.co.uk/directory/red-recruitment/)
- [Centrical](https://contactcentreforum.co.uk/directory/centrical/)
- [Pear Tree Recruitment](https://contactcentreforum.co.uk/directory/peartree-recruitment/)
- [Cirrus](https://contactcentreforum.co.uk/directory/cirrus/)
- [Haddon Training part of the Educ8 Group](https://contactcentreforum.co.uk/directory/haddon-training-part-of-the-educ8-group/)
- [PremierCX](https://contactcentreforum.co.uk/directory/premiercx/)
- [Route101](https://contactcentreforum.co.uk/directory/route101/)
- [Talkdesk](https://contactcentreforum.co.uk/directory/talkdesk/)

## People

- [Tracy Marsh](https://contactcentreforum.co.uk/people/tracy-marsh/)
- [Abbie Bowtell](https://contactcentreforum.co.uk/people/abbie-bowtell/)
- [Harry Gower](https://contactcentreforum.co.uk/people/harry-gower/)
- [Emily Shaw](https://contactcentreforum.co.uk/people/emily-shaw/)
- [John Davies](https://contactcentreforum.co.uk/people/john-davies/)
- [Emma Broughan](https://contactcentreforum.co.uk/people/emma-broughan/)
- [Olivia Thomas](https://contactcentreforum.co.uk/people/olivia-thomas/)
- [Jane Thomas](https://contactcentreforum.co.uk/people/jane-thomas/)
- [James Connors](https://contactcentreforum.co.uk/people/james-connors/)
- [Kerry Teagle](https://contactcentreforum.co.uk/people/kerry-teagle/)
- [Katy Forsyth](https://contactcentreforum.co.uk/people/katy-forsyth/)
- [Caroline Shears](https://contactcentreforum.co.uk/people/caroline-shears/)
- [Fran Hudd](https://contactcentreforum.co.uk/people/fran-hudd/)

## Downloads

- [Whitepaper - Building Resilience in Contact Centres: Strategies for Tackling Agent Burnout](https://contactcentreforum.co.uk/download/whitepaper-building-resilience-in-contact-centres-strategies-for-tackling-agent-burnout/) - Providing a positive customer experience is crucial for staying competitive, but we’re juggling multiple priorities – delivering great service, managing costs, and addressing the signs of burnout among our staff. A newly-released whitepaper, published following a recent session of the Transformation & Innovation User Group in March 2024, aims to shed light on strategies and technologies that can help us tackle this issue proactively, preventing or at least delaying high rates of absenteeism.
- [Improving Absence Roundtable](https://contactcentreforum.co.uk/download/improving-absence-roundtable/) - Absence is at the highest level the industry has ever seen. Improving absence is on most operation’s agendas. There are lots of reasons for it and many impacts of it. This roundtable focusses on working together to share experiences, initiatives and considerations. We looked at the current industry data, sharing absence rates from around the regions, along with discussing the causes and effects of absence. We took an overview of today’s strategies on how to best to improve absence as an industry, encouraging all to share their absence processes for key insights. Hosted by South West Contact Centre Forum and Northern Contact Centre Forum. Chaired by Katy Forsyth, Red Recruitment.
- [Health & Wellness Special Interest Group](https://contactcentreforum.co.uk/download/health-wellness-special-interest-group/) - October was Speak up month. This year's theme is Breaking Barriers. As such, this session will explore how centres identify the health and wellbeing wants and needs of their employees, barriers to this, and effective ways of providing a safe and inclusive culture that encourages employees to speak up. Using the employee voice to inform the health initiatives you adopt will help increase engagement and effectiveness. This session is for anyone, especially those involved in promoting the employee voice and health and wellbeing.
- [Past, Present & Forecast: Contact Centre Insights 2023](https://contactcentreforum.co.uk/download/past-present-forecast-contact-centre-insights-2023/) - An interactive panelist webinar hosted on Wednesday 13th December 2023 with Calabrio, SVL, Trainline & Hoover Candy reviewing 2023's biggest challenges, trends into key contact centre strategies for 2024. The session gave all the opportunity to hear how both organisations have utilised Calabrio WFM to overcome a number of operational challenges.

## Categories

- [Uncategorized](https://contactcentreforum.co.uk/category/uncategorized/)
- [Uncategorised](https://contactcentreforum.co.uk/category/uncategorised/)
- [Webinar](https://contactcentreforum.co.uk/category/webinar/)
- [Round table](https://contactcentreforum.co.uk/category/round-table/)
- [User Groups](https://contactcentreforum.co.uk/category/user-groups/)
- [Awards News](https://contactcentreforum.co.uk/category/awards-news/)

## Event Categories

- [Add event to Homepage slider](https://contactcentreforum.co.uk/events/categories/add-event-to-homepage-slider/) - Events to add to the Homepage slider only.
- [Conventions](https://contactcentreforum.co.uk/events/categories/conventions/)
- [Forums on Tour](https://contactcentreforum.co.uk/events/categories/forums-on-tour/)
- [User Groups](https://contactcentreforum.co.uk/events/categories/user-groups/)
- [Agents](https://contactcentreforum.co.uk/events/categories/agents/)
- [Health & Wellbeing SIG](https://contactcentreforum.co.uk/events/categories/health-wellbeing-sig/)
- [Planning Analysis & Insight](https://contactcentreforum.co.uk/events/categories/planning-analysis-insight/)
- [Recruitment & HR](https://contactcentreforum.co.uk/events/categories/recruitment-hr/)
- [Team Leaders](https://contactcentreforum.co.uk/events/categories/team-leaders/)
- [Training & Coaching](https://contactcentreforum.co.uk/events/categories/training-coaching/)
- [Transformation & Innovation SIG](https://contactcentreforum.co.uk/events/categories/transformation-innovation-sig/)
- [AgentFest](https://contactcentreforum.co.uk/events/categories/agentfest/)
- [TL Summit](https://contactcentreforum.co.uk/events/categories/tl-summit/)
- [Webinars](https://contactcentreforum.co.uk/events/categories/webinars/)
- [Contact Centre People Hubs](https://contactcentreforum.co.uk/events/categories/contact-centre-people-hubs/)
- [Training](https://contactcentreforum.co.uk/events/categories/training/)
- [The Generational Gig](https://contactcentreforum.co.uk/events/categories/the-generational-gig/)
- [Round Table Workshops](https://contactcentreforum.co.uk/events/categories/round-table-workshops/)
- [London launch events only](https://contactcentreforum.co.uk/events/categories/london-launch-events-only/)

## Regions

- [North West](https://contactcentreforum.co.uk/region/callnorthwest/)
- [South West](https://contactcentreforum.co.uk/region/swccf/)
- [Scotland](https://contactcentreforum.co.uk/region/scotland/)
- [London](https://contactcentreforum.co.uk/region/london/)

## Awards Category Types

- [Contact Centre OTY Categories](https://contactcentreforum.co.uk/awards-category-type/contact-centre-oty-categories/)
- [Individual Categories](https://contactcentreforum.co.uk/awards-category-type/individual-categories/) - Think about entering those individuals who have excelled throughout the year. The individual category gives you the opportunity to recognise those individuals in the business who have made a real difference.
- [Team & Company Categories](https://contactcentreforum.co.uk/awards-category-type/team-company-categories/) - Companies are made up of outstanding teams. Take this opportunity to celebrate the teams throughout the business

## People Types

- [Core Team](https://contactcentreforum.co.uk/people-type/core-team/)
- [Advisory Board](https://contactcentreforum.co.uk/people-type/advisory-board/)
- [LCCF special](https://contactcentreforum.co.uk/people-type/lccf-special/)