Contact Centre Homeworking - Webinars Series

Last year's Covid driven mass move to homeworking has been well publicised, with many contact centre workers and their employers having experienced both the benefits and pitfalls of working from home. This urgent and necessary rapid drive to homeworking has meant that many organisations were forced into cutting corners, especially in relation to payment security, data compliance and working standards. Although the crisis is still very much upon us, many businesses are now starting to evaluate the long-term benefits of homeworking and the impact it may have on their staff, service delivery and bottom line. 


In this webinar series, we are asking leading contact centre experts in the fields of payment security, data compliance, productivity, wellbeing and technology...the do businesses create a sustainable, secure and productive homebased contact centre service?

Coffee table conversations - Webinar 3

Wellbeing - keeping positive and productive teams


12:00-12:45, 29 March 2021


Wellbeing has become a hot topic in recent times, as businesses have started to understand and appreciate the importance of maintaining a happy and productive workforce. The move to homeworking has thrown up a new set of issues and has made the management of staff wellbeing particularly challenging. 


In this 'coffee table conversation' style webinar, we will discuss the challenges faced by many contact centre businesses with leading mental health and worker productivity specialists. Who will provide guidance on how to achieve and maintain positive and productive teams.


The webinar will include an audience Q & A, where you will get the opportunity to ask the panelists questions. 


Expert panel

Andy Barker

Co-founder, Mind Fitness Learning Ltd and former European Director, Sony Computer Entertainment Europe 

Andy is a certified coach, trainer and author with a wide experience in senior corporate management. He is a Mental Health First Aid England Instructor Member and is co-founder of Mind Fitness Learning, who specialise in mental health, wellbeing and personal effectiveness training. Andy is co-author of Unlock You, published by Pearson, which was shortlisted for Business Book of the Year in 2020.

Eileen Donnelly

Director, Ripple & Co and former Head of Values & Ethics, The Co-operative Bank Plc

Eileen is a senior leader with experience at Director level within FTSE 250 businesses. Her career has focused on supporting companies to build purpose-driven business strategies and workplace cultures, by responding to, and investing in, the most relevant issues, from climate change to mental health. Eileen is now 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.

Lynda Campbell

Director, Service Culture Club Ltd and former Director of British Gas (Wales) and Head of Transformation, BA Global Contact Centres, British Airways

Lynda was a Director for British Gas in Wales and Head of Smart Metering Customer Services and more recently the Head of Transformation for BA Global Contact Centres. The latter role involved many aspects of transforming BA Global Centres. She set up Service Culture Club in 2016, to work with organisations on their service ambition, culture and leadership skills. Lynda has an MBA in Business & Organisational Psychology.

Nick Bishop

Founder, Nick Bishop Solutions and former HBOS Contact Centre Manager

Nick has a strong business background gained in FTSE 100 organisations, managing high performing teams of up to 250 heads. He is trained in a number of coaching methodologies and uses his skills to generate best performance from both teams and individuals. Nick speaks at events on topics covering customer service, performance management, staff motivation and peak performance in both business and in sport. 

Topics for discussion

  • Creating and maintaining productive teams
    • Tips on how to motivate remote workers
    • Spotting the warning signs of a distressed worker
    • How to avoid isolation and create collaborative working
  • Creating a successful working culture
    • Steps required for success
    • Tips for onboarding new starters
  • Remote management
    • The do's and don'ts of managing teams from a far

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