Key Topics

AI & Automation : How can contact centres effectively integrate AI and automation to enhance customer experience, streamline operations, and manage evolving roles, while addressing challenges in data privacy, budget allocation, and workforce transformation?

Leadership : How can we cultivate effective leadership within contact centres to foster agile, empathetic, and customer-centric teams that are equipped for technological shifts, organisational change, and personal growth?

Caring for Vulnerable Customers : How can contact centres effectively assess vulnerable customers according to their needs and ensure that we stay in-line with government guidelines and legislations?

Putting Contact Centres at the Heart of CX & Business : How can contact centres evolve from being viewed as cost centres to becoming integral, profit-driving pillars of customer experience, delivering unique brand value, securing executive investment, and addressing key challenges such as customer?

Culture & Retention : How can organisations build a culture that supports employee retention by fostering mental health, wellbeing, and engagement, while evolving recruitment practices to acknowledge the increasingly skilled and complex roles of contact centre agents?

Building an Omnichannel Experience : How can contact centres advance their omnichannel capabilities to improve efficiency, customer prioritisation, and agent engagement by leveraging technology and data-driven systems for seamless routing, unified CRM integration, and enhanced knowledge management?

Team Structures : What is the most effective team structure for contact centres: a specialised team of experts or a universally skilled, “jack-of-all-trades” model, especially considering factors such as organisational needs, agent turnover, training speed, skills-based routing, and operational scalability?

Developing Off-Shore Capabilities : How can organisations effectively manage the challenges of offshoring, including high attrition rates, training, cultural alignment, and the balance between onshore and offshore teams, while maintaining customer experience and supporting transformative hybrid work models?

Onboarding & Training : How can organisations effectively design onboarding and training processes that integrate AI support, enhance CX skills, and maintain employee engagement in a landscape of high turnover and evolving workforce needs?