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SWCCF Groups

Join our series of special interest groups for SWCCF members to discuss hot topics and the latest industry trends with peers and other industry professionals. 

SWCCF Team Leader Group 

Next meeting – 5 February 2019


Hosted by: NFU Bristol

If you are a Team Leader in a busy contact centre environment then join our group! Refreshments and lunch will be provided. To attend the next meeting please contact

Other upcoming dates: 28 March, 20 June and 3 October 2019.

SWCCF Planning & MI Group

Next meeting – 28 February 2019


Hosted by: UCAS

Group Chair: Paul Allen
I have 20 years contact centre operational and planning experience across a variety of industries, joining UCAS in 2014. I’m passionate about evolving contact centre resource planning and reporting to reflect increased automation and self-serve options for customers and to be at the core of employee wellbeing. The Planning & MI Group exists to share experiences and best practice across our region for the benefit of all.

Other future dates: 16 May, 12 September and 21 November 2019.

Previous topics covered include planning for exceptional circumstances and major events (How do you plan for events like the World Cup or death of a royal?). Attendees are encouraged to suggest additional subjects for dicussion – what are your hot topics and current challenges? To attend the next meeting please contact group chair, Paul 

SWCCF Senior Manager Group

Next meeting – TBC

To attend the next meeting please contact

SWCCF Trainers Group 

Next meeting – TBC

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. The session will also share best practice and identify topics for future sessions. To attend the next meeting please contact the Group Chair: Wayne Miles, Europa Group e:

SWCCF Public Sector Group

Next meeting – 8 March 2019


Hosted by: Bristol City Council: Citizen Services, 100 Temple Street, Bristol, BS1 6AG

A dedicated group which discusses the issues faced by the public sector, including roundtable updates, impact of welfare reform, channelshift in the Contact Centre and quality. The next meeting will be held in March. To attend please contact the Group Chair: James Alden e:

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