Speakers - Contact Centre Summit | Forum Events


Harriett Treadwell, Customer Love Director at Butternut Box

“Engaging your team to make a difference to your customer experience.”

We’ll be discussing how a focus on team engagement and empowerment can lead to better customer experiences, longer retention and a more positive work culture.

Paul Burns, Knowledge Manager at The Phoenix Group / Standard Life Assurance Ltd

“Knowledge management as a discipline – understanding the steps”

How managing and integrating a knowledge solution within an organisation can lead to an increase in performance, and a more rewarding experience for contact centre agents and its customers.

  • What is knowledge management in the context of customer operations?
  • How to identify and implement knowledge management – knowledge articles, guided help, algorithmic tree
  • System led approach: quality and complaints
  • Engaging subject matter experts, workarounds, dashboards