(Discussion invite) Has 2020 killed the traditional BPO industry? And, if so, what’s coming next?

Davies Group Webinar
Sponsored by Sensée
Wednesday 7th April 2021 at 2pm (BST) / 9am (EDT)

New ways of working; new commercial models; new employee engagement initiatives; new patterns of resourcing; new relationship expectations; new tech; no limits.

Can the outsourcing industry adapt? Can it even see what is needed? How will the outsourcing phoenix arise?

You are invited to join this¬†webinar session ¬†‘Has 2020 killed the traditional BPO industry? And, if so, what‚Äôs coming next?’ to explore the future of the BPO industry as Davies Group¬†questions whether service outsourcing should and can arise in 2021 and beyond.

Davies Consulting and Sens√©e will be joined by guests from Department of Work and Pensions, Vodafone and Bupa as they discuss the following questions…

  • How relevant are traditional BPO and customer management outsourcing organisations now?
  • How do they sustainably service a virtual, dynamic workforce increasingly being augmented or replaced by intelligent automation (IA)?
  • How does this impact their commercial models?
  • Are they equipped to service the wellbeing needs of their colleagues?
  • Can they innovate effectively enough?




Thurs 8th April, 12.00 – 13.00pm (BST)

The South West Contact Centre Forum and Call North West  Рin partnership with Sensée Рare delighted to announce the results of a major market survey into People Engagement in the UK contact centre industry.  

At this webinar, you will discover: 

  • How a year of lockdown has affected manager/ employee relationships
  • How engaged employees are
  • How lockdown has affected perceptions of peoples‚Äô roles – and career prospects
  • How organisations are ensuring that they support the Mental Health & Well Being of employees
  • How management and employee perceptions differ

322 Contact Centre Directors/Managers and Agents/Advisers completed our online survey questionnaires between January and March 2021.


If you have any questions in relation to this webinar (or the survey), please email: info@swcontactcentreforum.com

(VIRTUAL EVENT) Contact Centre Leaders Convention – UK

Be inspired!

Join us on March 31st¬†¬†for the South West Contact¬†Centre Forum and Call North West’s¬†Contact Centre Leaders Convention¬†– free of charge – as our guest.

CCLC is packed¬†full of outstanding speakers who¬†will share¬†their experiences to inspire you and your team…. and the day will conclude with a¬†LIVE! Speakers Q&A session.


  • Contact Centre Game Changers in 2021:¬†Rob Mukherjee,¬†Director of Transformation at EveryCloud UK
  • Understanding the Customer of the Future:¬†Will Carson,¬†Director of Market Engagement at Ascensos
  • People Engagement in a Hybrid Home/Office Workplace:¬†Paul Whymark,¬†Chief Operating Officer at Sens√©e
  • Proactive Interactions Overtakes Reactive Interactions:¬†Donna Czyzewski,¬†Head of Customer Contact Centres at IAG (International Airlines Group)
  • Positioning the Contact Centre as a Strategic Asset:¬†Ben Lyons,¬†Senior Operations Leader at Coop
  • Predictions for a Post-Pandemic Contact Centre Workforce:¬†Katy Forsyth,¬†Co-Owner and Director at Red Recruitment
  • Workplace of the Future:¬†Richard Beaven,¬†Chief Operating Officer at Brightside Group

This is your opportunity to be part of the Contact Centre Leaders event of the Year.

Wednesday, 31st  March 2021
9:30am – 4:45pm


You can find further details on the CCLC event at https://cclcuk.com

(Online workshop) Building Systems and Processes to Communicate More Effectively with Homeworkers

Date: 18th February 2021
Time: 10am to 11.30am
Chair: Sandra Busby, Chair, Welsh Contact Centre Forum


Are you having problems with absenteeism and attrition? Engagement and productivity? People isolation and motivation? Team Leader and adviser training? Worried that these problems are getting worse rather than going away?

You‚Äôre not alone. In a recent study of over 100 of the UK‚Äôs largest businesses, 74% said they thought that ‚Äėcommunicating effectively with homeworkers‚Äô would be just as big a problem in 2021 as it was in 2020, while 66% thought similarly about ‚Äėemployee engagement/motivation‚Äô.

In this online workshop, we examine what communications systems & processes are necessary to create an effective work-from-home (WFH) environment. The workshop will cover:

  • The Recruitment, On-Boarding and Induction Training Process
  • General WFH Communications (Team Leader-to-Adviser, Adviser-to-Adviser, Corporate Comms etc.)
  • The Resource Scheduling Process
  • WFH Communications Security and Compliance


10.00 – 10.05: Introductions and agenda (Sandra Busby, WCCF)
10.05 Р10.20: The benefits of homeworking (Mark Walton, Sensée)
10.20 Р10.40: Demo: Building a WFH Comms System that’s Fit-for-Purpose (Steve Mosser, Sensée)
10.40 Р11.30: Question and Answer session (Sandra Busby, WCCF: Mark Walton, Sensée; Steve Mosser, Sensée)

To register your attendance simply send your name, email, company and job title to Lucinda Butler at the Welsh Contact Centre Forum lucinda@wccf.uk

Lucinda will send a Zoom link and joining instructions to registrants a week before the online workshop.