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Team Leader and Training & Coaching User Group: Session 2

Virtual / Online

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 to ensure they are working towards the same goals and objectives, and ultimately work towards the company vision and values. SWCCF and CNW have created a 2-month series in which the Team Leader and Training & Coaching User Group will join forces to tackle this important topic. In this second session of the series: how can Team Leaders and L&D improve the agent journey through ... Read More

Agent User Group

Virtual / Online

In May we will be joined by Garry Gormley of Fab solutions   Attract and retain customers through great customer experiences Active listening skills Questioning skills Ways to build rapport Emotional Intelligence  

HR & RECRUITMENT USER GROUP – Preparing your recruitment and people strategies for winter

Virtual / Online

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 and transformation ZOOM LINK >>>

Transformation & Innovation (T&I) Group

SWCCF & ROUTE 101 PRESENT: Transformation & Innovation (T&I) Group Wednesday 13th September, 11am - 1pm   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 into customer behaviour, needs, and preferences. Delve into the strategic priorities and the tools leaders must adopt to secure an operational advantage. Don't delay! Book your place now to participate in this open discussion about the behaviours and innovations shaping the customer and agent experience today. Register today >> Voices that Matter: Exploring the Power of Customer Analytics and Insights in the Contact Centre Date: ... Read More

Training & Coaching User Group

Virtual / Online

‘Development Culture:  How can L&D/Coaching Professionals support the business to build and maintain a development culture?’

Team Leaders User Group

Virtual / Online

Join group chair Amanda Burnett, “Change Management/Innovation” Join group chair Amanda Burnett and discuss the question“How can Team Leaders overcome resistance to change and/or encourage innovation?” direct joining link >>> https://us02web.zoom.us/j/4418059725  

Senior Managers User Group

Virtual / Online

Senior Manager’s User Group (we’re SMUG!) – 3rd Party Review Sites Review Sites – those wonderful places that expose your laundry in public whether you like it or not! Love them or loathe them your control over them is very limited, but its risky to leave them fester without your engagement. As my Mother used to say, “if you’re going to show your knickers, make sure you know what they look like” This session will uncover the secrets behind the algorithms, particularly around Trustpilot as its one of the dominant platforms but the insights are equally relevant to Google, Reevoo, Feefo, Facebook reviews, Yelp, Amazon, Tripadvisor (travel, tourism, entertainment), The Review Place (new homes) etc etc etc. You could even ... Read More

Agent User Group

Virtual / Online

In May we will be joined by Garry Gormley of Fab solutions   Attract and retain customers through great customer experiences Active listening skills Questioning skills Ways to build rapport Emotional Intelligence  

Team Leaders User Group

Virtual / Online

Hybrid Teams - How can Team Leaders ensure that remote/hybrid team members feel connected to the organization's culture and values? Join our new Team Leader User Group Chair, Amanda Burnett & contribute to the discussion with other Team Leaders within our industry.

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SWCCF is an industry–led member’s forum collaborating with and supporting the customer contact hubs and centres in the South West of England.

Established in 2008, SWCCF covers one of the largest regions in the UK, which includes Bristol, Bath, Swindon, Cheltenham and Plymouth. The Forum delivers extensive support to the region’s 250 employers who collectively employ circa 52,000 people in both the public and private sector. It represents clients in the highly professional and regulated areas of financial and legal services, ICT, retail, utilities and creative sectors, and boasts some of the biggest companies in the UK.

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Membership is open to all; call and contact centres, solution providers, support organisations and any organisation with an interest in the customer management agenda.

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