(Contact Centre Webinar) Creating a Work-From-Home Employee Handbook

Wednesday 23rd February 2022, 12:00 – 1.00pm

Has your organisation got its head around the long term implications of work-from-home… especially from a health and safety, compliance and HR perspective?

  • What does an ‘acceptable’ office space look like?
  • What obligations do you have as an employer when it comes to Health and Safety in the home office?
  • Does your organisation have ‘rules’ or ‘best practice suggestions’ with regards taking breaks, suitable office furniture, lighting?
  • Is granting the ability to work flexibly a choice or an obligation?

In this webinar we look at the policies and procedures that will enable you to make a success of long term homeworking – as well as your legal obligations.

The webinar will feature Sensée HR Manager Gaynor Doran and Learning and Development Champion Sarah Cocks.

Delegates will also have the opportunity to ask and debate their most burning WFH process, compliance and HR issues in an extended open Q&A forum.

Register for the webinar

(CCMA Online Seminar) Managing Health & Wellbeing in a Hybrid Working Contact Centre

Date: Thu 16 Sep 2021
Time: 12:00 pm – 1:00 pm

A November 2020 report from McKinsey showed that 62 per cent of employees globally considered mental health issues to be a top challenge during the COVID-19 crisis, with higher reporting among diverse groups. The same report painted a picture of employers that are scrambling to meet the moment: 96 per cent of companies globally provided additional mental-health resources to employees, but only one in six employees reported feeling supported.

As part of the CCMA Hybrid Series, this online seminar will look at the strategies, measures and tools that organisations should consider to better manage health and wellbeing in hybrid contact centres.

Hosted by Leigh Hopwood, CCMA’s CEO, the event will feature:

Steve Mosser: Sensée’s Founder, and CEO and CIO of Cloudworks

Abigail Hirshman: Director Workplace Programmes (Mental Health and Wellbeing), The Charlie Waller Trust. A leading consultant in mental health & wellbeing at work, and former Head of Workplace Mental Health and Well Being at ACAS.

Abigail and Steve will be discussing:

  • How mental health and wellbeing issues experienced amongst homeworkers are often different to those experienced by office workers – and must be handled accordingly
  • The importance of creating Digital Workplaces for hybrid and homeworking communities that mirror the communications processes and resources that people have come to expect from office-based working
  • The vital role of the Team Leader in monitoring and dealing with mental health and wellbeing issues amongst frontline workers
  • Why flexible working and work-life balance are crucial to better health and wellbeing, and therefore to the success of home and hybrid initiatives.

Abigail Hirshman

Abigail Hirshman leads Charlie Waller’s highly experienced team of mental health trainers and consultants in their mission to help make a real and sustained difference within workplaces.

With an MA in Psychotherapy an MSc in Psychology Abigail has over twenty-five years’ experience in mental health and wellbeing at work from a clinical, research and delivery perspective.

Abigail is an active member of several mental health at work advisory groups, has sat as the workplace expert for the National Institute of Clinical Excellence (NICE) guidelines on mental wellbeing at work and is regularly invited to chair and present at national conferences

Abigail joined the Charlie Waller Trust from Acas, the independent national advisory body for employers and employees, where she was Head of Workplace Mental Health and Wellbeing.

Abigail has established relationship with global brands from the public, private and third sector and has significant experience in providing consultancy support on the development and implementation of pragmatic tailored strategies to support mental health in the workplace.

Steve Mosser

Steve is the Founder of Sensée, and the CEO & CIO of its Cloudworks division. He is a homeworking and HomeAgent solution architect for contact centres of all sizes and industries. Steve is passionate about designing, building and deploying solutions that truly provide added value, are sustainable and fix problems, not just mend them.

Book your place

(Webinar) Building a Sense of Togetherness in Hybrid (Home/Office) Teams

Chair: Sandra Busby, Welsh Contact Centre Forum
Date: Sept 8th 2021
Time: 10.00 to 11.30am

In this interactive Q&A panel session, we will discuss how to optimise communications and team management to build team morale in the new world of hybrid (home/office) working and 100% work-from-home (WFH).

  • How do you replicate the ‘team office’ feeling for homeworkers?
  • How do you build a Digital Workplace where workers on the same work mission can be together (regardless of whether they WFH or from the office)?
  • How do you facilitate and manage social interactions between work colleagues?
  • What special skills do WFH managers and Team Leaders (TLs) need (and how are they different to their office-based equivalents)?
  • How do you ensure home and office-based employees receive the same training?

Sandra Busby will be joined for a Q&A panel by experienced Sensée managers Jo Hodge (Service Delivery Manager), Sam Shields (Team Leader) and Sarah Birch (Head of Business Development).


10.00 – 10.05: Introductions and agenda (Sandra Busby)
10.05 – 10.15: How has the contact centre industry adapted to hybrid working post lockdown (Mark Walton, CEO, Sensée)
10.15 – 10.45: Q&A panel
10.45 – 11.30: Open Floor Q&A session led by Sandra Busby

To attend, please register here

(Online Workshop) Communications, Training and Colleague Engagement in a Hybrid World

Chair: Jane Thomas, South West Contact Centre Forum and Call North West
Date: July 1st 2021
Time: 12.00 to 13.00pm

In this interactive Q&A panel session, we will discuss the importance of Communications, Training and Colleague Engagement in the new world of Hybrid (home/office) working and 100% work-from-home (WFH).

  • Are there quick solutions when it comes to Colleague Engagement
  • How will the role of the Team Leader change post-lockdown?
  • What role can Communications play in keeping Engagement high? And the role of on-going Training?
  • How do we ensure home and office-based employees are treated the same?
  • What should a homeworker set up look like?
  • What does a great TL development programme look like?

Jane Thomas will be joined by experts from Sensée, the Work From Home specialists: Andrea Daggett (Trainer), Sarah Birch (Department Head) and Caroline Pile (Team Leader).


12.00 – 12.05: Introductions and Agenda (Jane Thomas)
12.05 – 12.15: What Will The World of Hybrid Work Look Like? (Sarah Birch)
12.15 – 12.35: Q&A panel (Jane Thomas with Andrea Daggett and Caroline Pile)
12.35 – 13.00: Open Floor Q&A session led by Jane Thomas

We hope you can join us.

Register for the online workshop

(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’s 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 Sensée 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  – in partnership with Sensée – are 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’ 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 Sensée
  • 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’re not alone. In a recent study of over 100 of the UK’s largest businesses, 74% said they thought that ‘communicating effectively with homeworkers’ would be just as big a problem in 2021 as it was in 2020, while 66% thought similarly about ‘employee engagement/motivation’.

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, Sens̩e)
10.20 – 10.40: 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, Sens̩e; Steve Mosser, Sens̩e)

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.