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People Development in a Virtual World

Thursday 12 November, 2020 @ 12:00 pm - 1:00 pm

Adapting to the new world of contact centre homeworking during lockdown has been far from easy.

From learning how to connect remote workers securely to managing productivity & quality, delivering effective communications and ensuring positive health and well being, the transition to homeworking has created a host of complex challenges for the contact centre industry. 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 and managers, team leaders, quality analysts, trainers and others must contemplate how they are going to move their homeworking operations to the next stage. Including how they are going to enhance employee engagement in these most difficult of times.

In this webinar we will examine the people development side of homeworking.

Topics to be covered include:

• Who makes 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

SWCCF and Call North West will be joined by Mark Walton, CEO at Sensée, Sarah Cocks, L&D Champion at Sensée, and Sam Goldney, Training Manager at 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.


12pm Introductions and Agenda (Jane Thomas)

12:05pm Homeworking in 2021 (Mark Walton, Sensée)

12:15pm Question and Answer session with Jane Thomas, Mark Walton, CEO, Sensée, Sarah Cocks, L&D Champion at Sensée and Sam Goldney, Training Manager at Sensée

1pm End

About Sensée

With 16 years’ experience, Sensée is a specialist in home and flexible working. Our 1300 HomeAgents deliver brilliant customer service every day for blue chips including BUPA and Allianz. Visit www.sensee.co.uk


12 November 2020 at 12pm

BOOK YOUR PLACES NOW! FREE for all Forum members

To book the sessions you want to attend, please email info@callnorthwest.org.uk or info@swcontactcentreforum.com


Thursday 12 November, 2020
12:00 pm - 1:00 pm
Event Category:


Call North West
07966 092149

Registrations are closed for this event