It’s been an exciting week for AfB, as we have been busy supporting our Managing Director, Helen Gillett during Customer Contact Week Europe (CCW Europe) in Glasgow. CCW Europe is a peer-led customer contact centre event packed with invaluable best practices, cutting edge technologies and expert speakers from across the globe.

Helen hosted Monday’s masterclass – ‘Creating an environment where people and customer experience thrive every day’, speaking about the importance of customer experience, delivering a personal touch and how to create a customer focused culture from the inside out. A mixture of sharing knowledge, group sessions and problem solving made for a lively, collaborative masterclass that everyone enjoyed. A helpful takeaway was how to set clear objectives that allow your business, team and customers thrive every day. Here are a few snapshots of the Helen and the group in action:

We even took some time to discuss our best and most memorable customer experiences.

In our second day of Customer Contact Week, we supported Helen who was chairing the entire day- how exciting!

Tuesday’s first speaker of the day was HomeServe’s CEO, Greg Reed- a truly inspirational talk from a talented storyteller! Greg covered many topics, from how the HomeServe team were all hands-on deck during the recent bad weather- from himself to the canteen staff all taking calls from customers to how their team has transformed from a disengaged group to an award winning, highly engaged team.

The afternoon was spent doing ‘speed dating’ style round tables covering a vast array of topics, from GDPR in contact centres to using social media as a service.

It was an inspiring end to the day, learning from Mark Beaumont- award winning cyclist, adventurer and most recently world record breaker in long distance cycling for covering 18,000 miles in 78 days 14 hours 40 minutes (to be exact) and finishing with his support team ahead of schedule! He shared this amazing story of endurance and getting to grips with his unique perspective, it was so interesting to learn about how he worked with his support team, keeping them in line with the project’s message – Such an amazing journey shared!

We’ve had an inspirational few days, networking, learning, sharing experiences and seeing our MD shine- we can’t wait to hopefully attend next year’s event – thanks to everyone who made it such a great week!!


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