(Webinar) Colleague Engagement in the Hybrid Contact Centre

Chair: Jane Thomas, South West Contact Centre Forum and Northern Contact Centre Forum

In this webinar we’re looking at the:

· Main reasons WHY people want to work-from-home, or work partially from home and partially from the office, and ask HOW you can best address those needs.

· Steps you can take to optimise engagement, productivity and employee happiness in the WFH/hybrid world.

The session will feature real insights and tangible examples to help support your Employee Engagement strategy.

We’ll also provide a summary of the latest UK research into the New World of Work and ask what evidence exists to show that @home workers can be as engaged, productive and happy as office-based personnel.

Jane will be joined by Sensée Service Delivery Manager Jo Hodge and Sensée Team Leader Ceri May.

Join our webinar to speak to experts and share your experiences.

(Webinar) 6 Things You Must Do Well In The New World Of WFH

THURSDAY NOV 2ND, 10 – 11.30AM

Chair: Sandra Busby, Cnect Wales

In this webinar we look at how to best replicate the things you’ve traditionally done well in the office environment in the new world of hybrid and home working.

We will focus on 6 aspects:

  • Team culture and engagement
  • Communications (and making sure messages land)
  • Training
  • Managing performance
  • Workday scheduling (for flexibility)
  • Reward and recognition

We’ll also consider the technology required to create digital workspaces that bring the worlds of home and office together.

Sandra Busby, Managing Director of Cnect Wales will be joined by Alison Carroll (Service Delivery Manager) and Jen Sutherland (Team Leader) from Sensée.

Click here to register for the webinar.



In March 2020, organisations moved to work-from-home (WFH) due to the Covid outbreak. Three and a half years later – and having experienced both WFH and latterly hybrid home/office working, some businesses are proposing the bold move to return 100% to the office.

It’s an emotional and charged topic. Some industry leaders argue that continuing with WFH/hybrid will sound the death knell for their businesses; others argue that the world of work has changed forever and that WFH/hybrid is an inevitable part of that future.

Who is right?

In this webinar, you’ll hear from experienced contact centre practitioners who’ll dissect the evidence and debate whether there’s a strong business case for 100% back-to-the-office from…
…… an employee perspective
…… a productivity perspective
…… a cultural perspective
…… an environmental perspective

Industry analyst and author of ‘WFH – Securing The Future For Your Organisation’ Mark Hillary will be asking the questions. He’ll be joined by Dan Philp, Service Delivery Director of Sensée, and Stephen Loynd, Founder & Principal at TrendzOwl.

We hope you can join us. Click here to register

(Webinar) How successfully have UK contact centres adapted to Hybrid Working?

Hear from our expert panel…. and pose your own hybrid working questions

Webinar: 18 April 2023, 11.00 – 12.00 (BST)


The Panel:

  • Jane Thomas, Chair, South West Contact Centre Forum and Call North West
  • Andrew Edwards, Head of Operations, Ageas
  • Paul Whymark, Chief Operating Officer, Sensée
  • Lisa Hewlett, Claims Manager, NFU Mutual

There’s a huge number of people, process and technology problems emerging in the new world of hybrid work. And no-one has all the answers right now.

However everyone can learn a huge amount from the experiences of our industry peers – especially those with years of knowledge from managing large scale home and hybrid work operations.

On this webinar, our panel experts will give insights into how they’ve tackled common hybrid working challenges, including:

  • Unifying home, hybrid and office-based teams
  • Managing home and hybrid teams effectively
  • Delivering consistency in quality, performance and career prospects
  • Scheduling work shifts for both operational efficiency and flexibility
  • Communicating so that messages land in a timely and effective manner
  • Safeguarding customer data and meeting compliance requirements

Learn from our panelists and bring your own questions.

Click here to register for the webinar.

(Online workshop): Creating a Digital Workplace for Home & Hybrid Workers

Wednesday 8th March 2023, 11:00 – 12.00pm

In this latest Hybrid Working online workshop, Contact Centre Network Northern Ireland (CCNNI) and Sensée will discuss the role that Digital Workplaces will play in the (virtual) office of the future. This will cover:

  • What are Digital Workplaces?
  • Why industry analysts say that they’ll be crucial to comms, collaboration and management in the office of the future
  • How they add value to office IT tools (like Teams and Slack)
  • How Digital Workplaces will ensure teams (comprising home, hybrid and office workers) are all on the same page
  • How they can help build/maintain a strong Company and Team Culture

The session will feature a demonstration of a Digital Workplace in action….. Sensee’s award-winning LiveDesk® technology platform.

Click here to register for the online workshop

(Webinar) Hybrid and Home Working – A Guide for Team Leaders



Chair: Jane Thomas, South West Contact Centre Forum and Call North West


Think you understand what it takes to be a great Team Leader (TL)? Well think again… because the switch to home & hybrid working is starting to bring about major changes in the way organisations view the role.

  • In an office setting, TLs must be managers, supervisors, motivators and enforcers (!) – as well as providers of practical support (especially when it comes to problem solving, knowledge and delivering emotional support)
  • In a work-from-home setting, all those qualities still apply. But, in addition, TLs have an even more important role to play in employee engagement, communication, health and well-being support, and building team culture (WHEREVER people work

Join our webinar, speak to experts, and share your experiences of what it takes to be a great WFH and hybrid working Team Leader. Jane Thomas will be joined by specialists from Sensée.

Register your webinar place

(Webinar) What will the Flexible Working Bill mean for your business?

THURSDAY JAN 12TH, 12 – 13.00PM
Chair: Jane Thomas, South West Contact Centre Forum

With the Government recently rubber-stamping proposals to give employees a greater say in selecting their own work arrangements, the Flexible Working Bill is set to make its way onto the statute books.

So what will the proposed Flexible Working Act mean for you?

In this webinar we’ll look at the legal and practical implications of the proposed new law, as well as other important considerations when building an effective hybrid workforce.

• What will organisations need to consider when reviewing a flexible work request?
• What different flavours of ‘flexible working’ are there?
• Important homeworker health and safety considerations
• Looking after the well-being of remote workers
• Building a strong cultural identity amongst home and hybrid workers
• Managing hybrid teams

Jane Thomas will be joined by specialists from home and hybrid workplace company Sensée and employment lawyers Kilgannon & Partners LLP.

Register for the webinar

(Contact Centre Webinar) Addressing Today’s 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
• Addressing ‘time to competency’ concerns
• Employee engagement in a WFH/hybrid setting
• Retraining team leaders to better manage/communicate with homeworkers
• Bursting the bubble of WFM misconceptions
Using WFH resources to overcome imbalances in consumer demand

Who should attend

This online workshop is targeted at Senior Directors and Managers who are currently reflecting and strategising on the current and future challenges for quality service delivery, as well as Team Leaders involved in the day-to-day management of home and hybrid working teams.

Jane Thomas will be joined by experts from Sensée, the work-from-home and hybrid workplace specialists: Dan Philp (Service Delivery Director) and Jo Mallalieu (Team Leader).

Register for the webinar

(Online workshop) Does WFH work? Does it make business sense?

Chair: Sandra Busby, Welsh Contact Centre Forum
Date: June 8th 2022
Time: 10.00 to 11.30am

Many people criticising work-from-home (WFH) are missing the point. No experienced WFH practitioner will ever tell you that it works for everyone.

However it does work brilliantly for some people and the key for organisations going forward will be to identify those people for whom it does work, and then to devise/implement the recruitment, management, scheduling, security, training and other strategies required to make those people engaged and productive.

WFH headlines

This online workshop will focus on the business case for WFH and how to create an effective WFH/hybrid model.

Sandra Busby will be joined by experts from home and hybrid workplace specialists Sensée – Paul Whymark, Chief Operations Officer and Homeworking Team Leader, Sarah Benkalai.

During the session, we will ask:

  • How do you get people in your organisation to recognise the value of WFH and hybrid working?
  • How can organisations measure the effectiveness of WFH and hybrid versus bricks and mortar?
  • Should WFH be a right or a reward?
  • What strategic and tactical plans will best ensure everyone is on the same work mission?
  • What should go into your homeworking strategy?
  • Who should be involved in its preparation?
  • Understanding the homeworkers’ journey: Why do people choose to WFH?
  • What behaviours/characteristics are associated with the best homeworkers?
  • How do you go about recruiting this profile of person?

Register for the online workshop




(Webinar) Building Culture and Performance within Homeworking Teams

Contact Centre Network Northern Ireland (CCNNI) webinar in partnership with Sensée  

Wednesday 4 May 2022 | 12:00-13:00 | Microsoft Teams

In this essential webinar, we’ll discuss how to build team spirit and performance as well as look after the health and wellbeing of your homeworking teams, including:

  • What are the most popular hybrid working models today?
  • What are the challenges of virtual recruitment… is there an ideal profile of a candidate for a WFH setting?
  • Can you have homeworking without flexible working? Is the ability to (at least partially) choose your own work hours fundamental to the appeal of homeworking?
  • What are the different ways a Team Leader can encourage their team to engage socially?
  • What leadership techniques and activities will help glue together homeworking and hybrid communities?
  • Tips for looking after the health and well being of remote workers
  • What communication methods can you use in a virtual workplace (e.g. for process changes, account engagement or general updates) and how do you follow-up to ensure comms have landed?
  • How do you manage performance within remote teams?
    What considerations should be made when providing feedback virtually?

This online workshop is targeted at Directors and Managers responsible for contact centre operations, as well as Team Leaders involved in the day-to-day management of home and hybrid working teams.

CCNNI will be joined by experts from Sensée, the work-from-home and hybrid workplace specialists: Simon Hunter (Chief Commercial Office), Kirsty McCarrick (Service Delivery Manager) and Tracey Pinkerton (Team Leader).


For more information, and to register for the webinar, contact info@ccnni.com