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Motorway is setting new standards of excellence within the contact centre industry, showcasing a strong commitment to employee engagement, operational innovation, and outstanding customer service.
We invite CCMA members to visit the Motorway site in Brighton for a day filled with networking and inspiration. This event will highlight the remarkable transformations achieved by the Motorway team, emphasising their innovative practices that benefit both customers and colleagues alike.
Participants will have the opportunity to engage with award-winning leaders, hear their success stories, and explore the strategies behind their achievements. You’ll gain valuable insights into how Motorway has cultivated a culture of excellence and how these practices can be applied within your own organisation.
Join us for this exceptional opportunity to learn from industry leaders and discover ways to enhance your own operations. We look forward to welcoming you!
Arrival and Networking
CCMA Welcome and Member Update
Hear the latest news and updates on the CCMA and what to expect from the day.
Motorway Introduction
Motorway welcomes CCMA members to meet the team where they will share the background of their operation.
Site Tour
Winners Story – Resource Planning Manager of the Year
Join us for an inspiring session with Cameron, who recently won the silver award for Resource Planning Manager of the Year at the UK National Contact Centre Awards. Cameron will share his remarkable achievements over the past year, including the successful implementation of Calabrio WFM. He’ll delve into his innovative employee engagement initiatives, such as ‘Schedule Self Drive,’ and his dedication to talent development and fostering a culture of innovation that has firmly established Motorway as a leader in the contact centre industry.
Q&A
Coffee Break
Winners Story – Complaints Manager of the Year
James, who won silver for Complaints Manager of the Year at this year’s UK National Contact Centre Awards, will share his remarkable journey from Motorway’s first customer support agent to leading the Escalations Team. He has built a top-performing function that effectively handles complex complaints and operational risks. James will discuss how his focus on quality, efficiency, and preventative measures has led to significant improvements across the business, including enhanced response times and a customer-centric compensation scheme. He’ll also highlight how he fosters a culture of autonomy and strategic learning that empowers teams to excel.
Q&A
Winners Story – Quality Manager of the Year
Zoe, a silver winner for Quality Manager of the Year at this year’s UK National Contact Centre Awards, will share her journey in transforming the QA department to significantly enhance customer experience and retention. She’ll discuss key initiatives, including the reduction of sales case checks, the introduction of advanced QA frameworks, and the use of data-driven insights, all of which led to improved quality scores and savings for the company. Through her collaborative leadership and strategic innovations, Zoe illustrates her profound impact on Motorway’s success and offers insights on how these changes can be applied to elevate quality and efficiency in other organisations.
Q&A
Lunch & further Q&A
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