User Groups

The SWCCF User Groups add value and return on investment for membership – the groups are designed to engage with all departments within  members' centres - those that support the contact centre

Held throughout the year the SWCCF User Groups are free of charge to attend. Members can maximise on this opportunity by sending as many of their team as they require. These sessions are often used as personal development for those attending.

The SWCCF User Groups offer a unique opportunity for key personnel to meet  like-minded professionals from other centres within the South West Region. Each group has a Chair, of which group members can liaise throughout the year. Sessions are driven by the group needs, taking the format of round table open debates, attended by key industry influencers, and above all offering all who attend the opportunity to grow in experience of topic and connections.

Team Leader Group

The team leader meetings are a fantastic place to share experiences, challenges and ideas with a talented peer group. We aim to provide value in each session that can be taken away and built into your own working practises. As a team leader my passion for the job comes from helping members of my team develop and achieve, I have the same focus for the leadership group.

Group Chair Rachel Sparkes

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Planning, Analysis & Insight Group

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.

Group Chair Paul Sanders

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Senior Managers Group

The Senior Managers User Group primary objective is to offer the opportunity for Senior Managers (Those would have responsibility for P/L and Direct Reports) in the region to collectively come together to discuss key strategic matters which they are facing In their respective centres or as an industry at large. All sessions are geared to offer insight , thought leadership and share experience to enable tangible value to all who attend.

Group Chair Nicola Eaton Sawford

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Training & Coaching

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.

Group Chair Emily Shaw

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Public Sector

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.

Group Chair James Alden

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HR & Recruiting

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.

Group Chair Katy Forsyth, Owner and Founder at Red Recruitment and Olly Low, HR Business Partner at NFU Mutual

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Unique opportunity to Inspire your Agents with best practice and industry insight, with topics addressing real challenges and opportunities.

Group Chair Kelly Surtees

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