Event Update 

for 2020

Through Contact Centre Network NI members can access a range of networking and best practice events, 

training initiatives, professional 

consultancy and support.

Homeworking Webinar featuring Sensée

Wednesday 25 March 2020


Online Webinar

The Best Practice Workshop will be held at a future date, but in the meantime we are pleased to offer a 2-hr webinar with Sensée, which aims to help you to understand the implementation of Homeworking - technology and people requirements. Delegates will learn:

• How to benchmark your current approach and future homeworking plans

• Best practices for everything from recruitment to IT and scheduling

• The many benefits that homeworking offers contact centres across all sectors. 

Find out more.

TMAX 2020 - Team Leader Development Day 


The ability to recover and bounce back from daily challenges is essential. TMAX offers team leaders and people managers the unique opportunity to enjoy an inspirational day exploring the skills and strategies for Developing Resilience and Leading Through Change – to enhance wellbeing and performance. Includes

  • Understanding the attributes, skills and strategies that make up resilience 

  • The pillars of building resilience – and how to develop them

  • Define your purpose – build your career development and productivity

  • The change loop – develop counsel strategies to get the best out of your team

  • Discover how to identify different mindsets and behaviours

  • Learn how to give clear direction and encourage engagement 

  • Survival activity + Lifeline exercise – experience change in a quick way!

WFM Group 


Dedicated working group - chaired by Danske Bank - exploring best practice sharing on Workforce Management, Scheduling, etc. Details of the next meeting to be confirmed in due course.

Recruitment Group - Meeting

Date TBC

Details for the next HR/Recruitment Group meeting will be confirmed shortly.

New Quality Group


A new working group - chaired by Power NI - enabling members to discuss and explore Quality Best Practice. Areas include:

Quality Best Practice – How do we ensure we are scoring the right things for our company/client/customer. How does this change evolve in line with Business needs?

Quality Feedback – Ensuring Quality feedback is fit for purpose in the organisation. How we deliver Quality feedback to our Staff – Highs / Lows etc – What has worked for organisations?

Quality Measurement – The essentials of Quality with the Organisation – the tools being used, the frequency of scoring, the pluses/negatives of current working practices in scoring quality. Details to be confirmed in due course.

Business Seminar


The May Business Seminar is currently postponed but we will confirm details of the next series of presentations as soon as possible. If you have any queries please do get in touch.


Membership is open to any contact centre, shared service centre or IT helpdesk based in Northern Ireland. Membership is also available to associates and suppliers to the contact centre industry.

For more details view our membership packages.

Getting in touch


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