Events

In the fast-paced world of contact centres, navigating peak periods is an art in itself. Explore lessons learned from past peaks, where we’ll unpack the strategies that helped contact centres meet high demand, avoid pitfalls, and create resilient teams. By sharing real-life examples and discussing sector-specific challenges, we aim to inspire new ways to handle peak pressure effectively.

Hosted by Kate Law, Membership and Learning Director at CCMA, this CONNECT event is designed to help you breathe, reflect, and refine your approach to peak planning.

Here’s what to expect:

- Reflect on recent peak challenges and successes in an open mic session led by Kate Law. Share strategies, explore tech-driven solutions for handling high volume, and gain actionable insights to strengthen team adaptability.

- Discover the strategic edge in peak planning with Steve Woosey, resource planning expert. He’ll dive into the success factors that set top contact centres apart and reveal common pitfalls to avoid, highlighting how strategic resource allocation is key to peak performance.

- Gain insights into UCAS’s Clearing process, where contact centres handle high-volume surges, balancing automation with a personal touch to ensure service quality. Discover their team training and support strategies for managing intense demand effectively.

For additional information on this event or to register Click Here

Location: UCAS, Cheltenham