(Contact Centre Webinar) People Development in a Virtual World

Date: Thursday 12th November 2020
Time: 12.00 pm to 13:00pm
Host: Jane Thomas, Managing Director, South West Contact Centre Forum and Call North West

Adapting to the new world of contact centre homeworking – and doing so in a way that is ethical and works optimally for both businesses and their employees – is far from easy.

From learning how to connect remote workers securely to managing productivity & quality, and ensuring positive health & well being, the transition to homeworking has created a host of complex challenges. And those challenges are unlikely to go away anytime soon.

With 2021 fast approaching, we appear no closer to a full return to the office; work-from-home will be a key part of the contact centre landscape for some time to come.

In this webinar we look at how contact centres can move their homeworking operations to the next stage – including addressing employee engagement issues in these most difficult of times.

Topics to be covered include:

  • Who make the best homeworkers?
  • Virtual or office-based recruitment?
  • Virtual recruitment processes and on-boarding
  • Virtual or office-based training?
  • Induction and on-going training in a virtual world
  • eLearning and continuous learning
  • Team Leader training

The South West Contact Centre Forum/ Call North West will be joined by Mark Walton, CEO @ Sensée, Sarah Cocks, L&D Champion @ Sensée and Sam Goldney, Training Manager @ Sensée who will lend their expertise and experience to the debate.

During an extended Q&A session, attendees will have the opportunity to discuss their most burning People Development issues.


12.00 – 12.05: Introductions and Agenda – Jane Thomas (SWCCF/CNW)
12.05 Р12.15: Homeworking in 2021 РMark Walton (Sens̩e)
12.15 Р13.00: Question and Answer session РJane Thomas (SWCCF/CNW) and Mark Walton, Sarah Cocks and Sam Goldney (Sens̩e)
13.00: Ends

Click here to register for the 12th November SWCCF and CNW Webinar

Leave a Reply

Your e-mail address will not be published. Required fields are marked *