In this joint webinar with The UK Contact Centre Forum, we will be asking leading contact centre experts how can businesses create a secure, productive, flexible, low risk working environment for their teams to flourish and achieve wherever they work. Jonathan Billing, Marketing Director, Contact Centre Panel, will chair an ‘around the coffee table’ style debate to hear the views of our expert panelists.
The panel will include Thomas Doran, Head of Remote Working at Bupa, Alexandra Farmer, Head of Team & Solicitor at Ellis Whittam, John Greenwood, Head of Technology & Payments at Contact Centre Panel, Eileen Donnelly, Director at Ripple & Co and former Head of Values & Ethics at The Co-operative Bank Plc and Julie Goddard, Expert Resilience and Business Continuity Specialist at Humanex Resilience.
At the end of the webinar, we’ll hold an in-depth Q&A to help you with any questions or queries you may have on the content and guide you on specific outsourcing challenge.
Topic overview
With Covid restrictions relaxing and employees pushing for greater working flexibility – businesses are under increased pressure to run a hybrid working model. Although there are benefits to operating a hybrid operation, it opens organisations up to new risks and employee management challenges. These include:
- Data and payment security
- Secure corporate application access
- Management of working patterns, productivity and conditions
- Increased employee liabilities and insurance risk
- Employee wellbeing
- Staff onboarding and training
Expert panel
Thomas Doran: Head of Remote Working, Bupa
As the head of remote working at Bupa, Thomas has extensive knowledge of homeworking having been involved in managing homeworking teams since 2014. He has led the implementation of a hybrid working model for Bupa’s frontline customer contact centre operation before homeworking became the new normal. Currently leads and a number of customer contact teams and manages partnership with 100% homebased outsourcer Sensee.
Alexandra Farmer: Head of Team & Solicitor, Ellis Whittam
Qualified solicitor and employment law expert. Prior to joining Ellis Whittam in 2013, Alexandra worked as head of employment law for a legal practice – gaining a wealth of experience supporting clients over a range of sectors including retail, beauty, pharmaceutical and charities. She heads up the Partnerships team at Ellis Whittam and her team support over 30,000 employers across 14 partnerships with employment law and HR issues.
John Greenwood: Head of Technology & Payments, Contact Centre Panel
A payments specialist and leading authority in PCI DSS compliance and how this applies to customer contact centres and 3rd party service providers. John was the driver and lead content contributor to the official PCI SSC Information Supplement, published in late 2018. John is a technology subject matter expert with over 30 years’ experience working with and within the industry, he has a deep understanding of the technology vendor landscape.
Eileen Donnelly: Director, Ripple & Co and former Head of Values & Ethics, The Co-operative Bank Plc
Senior leader with experience at Director level within FTSE 250 businesses. Eileen’s career has focused on supporting companies to build purpose-driven business strategies and workplace cultures. She is a Mental Health First Aid England Licensed Trainer and set up Ripple & Co to help organisations to recognise their responsibility to maintain and improve wellbeing in the workplace.
Julie Goddard: Expert Resilience and Business Continuity Specialist,
Humanex Resilience
A business continuity expert with over 15 years experience. Julie is a professional member of the Business Continuity Institute (FBCI). She has operated within a multi-agency response environment, including arranging counter-terrorism training and trauma training for hundreds of staff and management. She is currently an ‘industry Sector Leader’ on the ‘Cross-Sector Safety and Security Communications’ (CSSC) hub, which is a NaCTSO initiative.
Topics for discussion
- Adopting the right technology to enable secure yet flexible and efficient working
- Putting the right processes and policies in place to avoid liability and insurance risk
- The management of staff workforce wellbeing
- Agents taking payments from remote locations – mitigating risk
