AGENDA
This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.
This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.
8:00
8:40
8:50
In an era where technology rapidly redefines industries, contact centres are at the frontier of transformation. This session will take you into the heart of a journey in reshaping customer engagement through AI, featuring insights from a real-world case study that explores the tangible benefits and challenges faced in this evolving space.
Key focus areas will include how AI enhances the customer experience by supporting rather than replacing human agents, and the critical balance between technology investment and cost-efficiency. We’ll explore the organisational shift toward “behind-the-scenes” AI applications that streamline internal processes, increase first-call resolution, and reduce employee workload, all while addressing data privacy concerns.
The takeaways for you will be how to make AI a strategic asset in your contact centre, choose the right tools for operational efficiency without vendor dependence, and effectively manage the cultural shift required to adopt new technology. Join us to uncover how AI, when used thoughtfully, drives meaningful change in the contact centre landscape.
9:35
10:10
Leadership is at the heart of driving transformation in contact centres, especially as the industry faces rapid shifts in technology, customer expectations, and workforce dynamics. As new tools like GenAI and agent augmentation solutions become more prevalent, the need for strong, agile leaders to navigate and implement these changes has never been more critical. In this session, industry leaders will delve into cultivating leadership capabilities can empower contact centre teams, engage frontline staff, and deliver exceptional customer experience.
Our focus will include insights on bridging the leadership gap in contact centres, best practices for building resilient leaders, and strategies for fostering a collaborative environment where leaders are equipped not only with the tools but also the empathy and resilience required to support their teams. Key takeaways will include understanding the importance of feedback-driven development, strategies to implement change leadership, and approaches for transitioning from command-and-control models to empathetic, inclusive leadership.
10:40
11:10
11:40
Is your contact centre better served by a team of universally skilled agents or by experts who specialise in specific areas? This session explores a key organisational decision: the trade-off between versatility and specialised knowledge in team structures. Drawing on real-world examples, we’ll debate the pros and cons of flexible, broadly skilled teams versus deep expertise in specialist roles, sharing strategies for aligning team models with business goals, talent management, and service demands. Together we’ll explore:
• For organisations with high turnovers, is building versatile skillsets practical with the need to rapidly onboard, or does it hinder the sophisticated need complex enquiries need?
• What role do knowledge management systems and skill-based routing play, and how do they impact scalability and resource allocation?
• Can the flexibility of a “jack of all trades” model deliver consistency and efficiency in larger contact centres, or does it sacrifice the advantages of focused, specialist teams?
• In balancing cost and expertise, how can organisations future-proof their contact centre structures against changing business landscapes and budget pressures?
12:25
13:00
13:40
In this think tank, you’ll learn how Heads of Contact Centres can cultivate leadership within their teams.
Join your peers to discuss:
How can you identify and nurture leadership potential within your agents to create a pipeline of future leaders?
What strategies can Heads of Contact Centres implement to encourage self-leadership and accountability among agents?
How do you balance the need for operational efficiency with the development of leadership qualities in your frontline staff?
What role do mentorship and feedback play in cultivating leadership within agents, and how can you structure these processes to ensure success?
In this think tank, we’ll explore how contact centres can better utilise customer data, feedback, and analytics to improve operations.
Join your peers to discuss:
How can you make customer feedback actionable and implement changes based on this data to improve your service?
What strategies help break down data silos and foster a proactive, external-facing approach to data?
How can you use real-time feedback to guide decision-making and align teams towards continuous improvement?
What tools and practices can help you filter through vast amounts of data to uncover meaningful insights that inform your digital transformation roadmap?
For this think tank you’ll explore onboarding and training and examine how these processes influence employee engagement, especially amongst the Gen Z workforces.
Join your peers to discuss:
How can training programmes be tailored to better support Gen Z’s values and aspirations while driving engagement across all age groups?
What is best practice for GenZ and how do you retain their talent?
Why are cross-functional competencies becoming essential for career growth, and how can they be embedded into onboarding programmes?
How can you implement effective recognition that resonates with modern teams and commits to long-term growth within the organisation?
Offshore call centres come with their own set of challenges. We’ll delve into how these challenges are further amplified in large-scale operations and regulated industries.
Join your peers to discuss:
How can companies balance offshore and onshore resources to maximise productivity and customer satisfaction?
What strategies help in mitigating high attrition rates and ensuring agent engagement in offshore centres?
Can you meet the demands of modern customer services and CX with offshore agents?
How can leadership be tailored to build cultural alignment, boost confidence in offshore teams, and foster cohesion with onshore teams?
As we begin to see more concrete definitions of what a vulnerable customer is, you’ll discuss strategies to foster connection and maintain high empathy levels in these scenarios.
Join your peers to discuss:
How are you currently defining and expanding the scope of a vulnerable customer?
What preparations are you making to ensure that you’re in line with government regulations?
What role does technology play in these interactions, and how do you ensure appropriate safeguards in place?
How do you fortify your agents to feel confident dealing with vulnerable customers?
14:30
Sit back and have fun while our talented artists guide you step-by-step to create your very own masterpiece.
Session details TBC
In this interactive session you’ll have a chance to explore, hands-on, strategies to select and optimise technology partnerships for maximum impact, with a focus on AI’s role in supporting – not replacing – the workforce.
We’ll look at how to redefine contact centre roles as automation evolves, identifying AI applications that directly address pressing needs, and balancing tech adoption with budget constraints.
You’ll also explore how, when budgets are tight, you can streamline operations by consolidating tech stacks, phased in AI use-cases like live coaching tools for agents, and used AI to enhance customer interactions while safeguarding data privacy.
17:00
19:00
19:45
21:45
8:00
8:00
8:00
8:50
8:50
With the rapid evolution of customer expectations, contact centres are under pressure to create a seamless and efficient omnichannel experience. However, this journey comes with significant challenges: from integrating multiple CRM systems to ensuring agents are equipped and engaged. In this session, we delve into transformative case-study to building an omnichannel environment within its contact centres, exploring both the hurdles and successes.
Key discussion points will include leveraging data-driven technology, such as AI-driven routing, meeting and managing surge and scheduling for efficiency to and prioritise customer needs. We’ll also examine strategies for supporting agent adoption in this shift, addressing change fatigue and boosting agent engagement through technology-assisted customer interactions.
10:10
10:25
10:55
In this think tank, you’ll learn how Heads of Contact Centres can cultivate leadership within their teams.
Join your peers to discuss:
How can you identify and nurture leadership potential within your agents to create a pipeline of future leaders?
What strategies can Heads of Contact Centres implement to encourage self-leadership and accountability among agents?
How do you balance the need for operational efficiency with the development of leadership qualities in your frontline staff?
What role do mentorship and feedback play in cultivating leadership within agents, and how can you structure these processes to ensure success?
In this think tank, we’ll explore how contact centres can better utilise customer data, feedback, and analytics to improve operations.
Join your peers to discuss:
How can you make customer feedback actionable and implement changes based on this data to improve your service?
What strategies help break down data silos and foster a proactive, external-facing approach to data?
How can you use real-time feedback to guide decision-making and align teams towards continuous improvement?
What tools and practices can help you filter through vast amounts of data to uncover meaningful insights that inform your digital transformation roadmap?
For this think tank you’ll explore onboarding and training and examine how these processes influence employee engagement, especially amongst the Gen Z workforces.
Join your peers to discuss:
How can training programmes be tailored to better support Gen Z’s values and aspirations while driving engagement across all age groups?
What is best practice for GenZ and how do you retain their talent?
Why are cross-functional competencies becoming essential for career growth, and how can they be embedded into onboarding programmes?
How can you implement effective recognition that resonates with modern teams and commits to long-term growth within the organisation?
Offshore call centres come with their own set of challenges. We’ll delve into how these challenges are further amplified in large-scale operations and regulated industries.
Join your peers to discuss:
How can companies balance offshore and onshore resources to maximise productivity and customer satisfaction?
What strategies help in mitigating high attrition rates and ensuring agent engagement in offshore centres?
Can you meet the demands of modern customer services and CX with offshore agents?
How can leadership be tailored to build cultural alignment, boost confidence in offshore teams, and foster cohesion with onshore teams?
As we begin to see more concrete definitions of what a vulnerable customer is, you’ll discuss strategies to foster connection and maintain high empathy levels in these scenarios.
Join your peers to discuss:
How are you currently defining and expanding the scope of a vulnerable customer?
What preparations are you making to ensure that you’re in line with government regulations?
What role does technology play in these interactions, and how do you ensure appropriate safeguards in place?
How do you fortify your agents to feel confident dealing with vulnerable customers?
11:50
In a time where the demands on contact centre teams are ever-increasing, the need to build a culture that prioritises acceptance, excellence, and inclusion is critical to success. In this session, we will examine practical approaches and strategies to cultivate a supportive and sustainable work environment that not only retains talent but also enhances mental health, wellbeing, and a sense of belonging.
We’ll touch on effective recruitment practices that acknowledge the changing nature of contact centre roles, emphasising the value of experience and digital skills over traditional entry-level assumptions. You’ll learn ways to elevate recruitment beyond wage-driven criteria and explore how to identify diverse talent, including untapped sources like hospitality and graduate talent pools. Additionally, we’ll reinforce the impact of DEI principles on workplace culture, examining how inclusive practices and development frameworks can create environments where all voices are valued, and employee contributions drive continuous improvement and lead to higher skills when dealing with customers from diverse backgrounds.
12:25
We live in a landscape where CX is pivotal and contact centres play an increasingly essential role as part of customer experience. So the key question you’ll get the answer to in our closing session is: how do you transform contact centres from cost centres to profit centres, and meet the demands of strategic alignment to business to gain executive buy-in?
Listen in as we explore the importance of clear brand differentiation and a well-defined unique selling proposition (USP) within the contact centre and how to ensure executive commitment to the technologies and training that allow contact centres to excel in delighting customers. From there we’ll touch base on how to foster investment in technologies that enable a 360-degree view of the customer, handling vulnerable customer interactions with sensitivity, and integrating the voice of the customer (VoC) as a central driver of CX. By prioritising both customer engagement and employee empowerment, our closing case-study will show how you can redefine your contact centres as vital contributors to growth.
12:55