CCMA Members Forum – New Ireland Assurance – Thriving Through Change

Date: 28/05/2021

Venue: Webinar 11 a.m.

New Ireland Assurance is one of Ireland’s leading life assurance, pension and investment providers. Winners of Contact Centre of the Year (small) 2020, the New Ireland contact centre team have undoubtedly thrived through change. Known for their high energy high impact culture the team are relentless in the pursuit of service excellence. They play a key role in the success of the New Ireland operation which is reflected in both their TNPS & CES as well as employee engagement metrics. It’s been a journey to get their but hard work and a constant focus on both the customer and colleague agenda has really paid off.

At this webinar the New Ireland team will talk about:

  • Their journey over the last 12 months and how they’re operating model has changed post covid
  • Culture and recognition
  • Their successful Cx continuous improvement programme – empowering colleagues to drive change

About the speakers

Lisa Plunkett joined New Ireland back in 2003. As Head of Customer Contact she’s responsible for leading  New Ireland’s contact centre teams and for telephony & voice performance across the wider organisation. Lisa is passionate about customer experience and empowering colleagues to deliver for customers. She’s a role model and advocate for both the colleague engagement and development agenda.

Caitriona Kelly has over 10 years experience working with New Ireland. In her current role as contact centre capability manager she’s responsible for driving the capability and learning agenda. Caitriona is hugely involved in employee engagement and has contributed to the contact centre’s engagement scores being at an all time high.


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