Events

24/06/2020

CCA Inspire Masterclass 2 - The new rules of employee engagement

Etihad Stadium, Manchester

Host: Natalie Calvert

A dynamic, inspiring session to empower you to be your best self and perform to your optimum capability. Learn how to engage your team with purpose. Take service and performance to new heights - with happier teams, happier customers and a happier organisation.

This session will be led by Natalie Calvert, renowned for her phenomenal expertise and real-world approach, inspiring, strategising, mentoring and training people working for some of the world’s biggest brands. 


Agenda

1200-1300 Networking lunch and introduction to other participants
1300-1315 Setting expectations for the day
1315-1445 Part One: Happier, successful leaders

  • Aligning customer experience and employee experience for value creation
  • The powerful habits of high-performance contact centre leaders
  • Planning for success – and know the pitfalls
  • 5 'must do's' for high performance

1445-1500 Comfort break
1500-1630 Part Two: Happier, improving teams

  • Transforming your team into a high-performance team
  • Forget the fluff - The science of high-performance
  • Building your employee engagement strategy for improved customer experience
  • How to ensure your customer service teams make a real difference to your customers and your organisation

1630-1645 Masterclass 2 - Review and round-up
1645 Close 


Contact information

Katie White
TEL: 0141 564 9010

View the Programme

CLICK TO DOWNLOAD
Natalie-Calvert.pdf

Venue

Etihad Stadium, Manchester