In today’s landscape, contact centres have evolved beyond simply delivering customer experience; they are now key strategic drivers of business success. In our closing session, we’ll answer the critical question: how can you transform contact centres from cost centres into profit centres and brand ambassadors? We’ll also discuss how to inspire and engage your teams to deliver on your brand promise.

Join us as we explore the importance of amplifying the voice of the customer, securing executive support for customer advocacy throughout the organisation, and investing in technologies that drive innovation in contact centres—enabling them to meet the high expectations of today’s customers as well as supporting the growing demand for accessible travel.

By focusing on both customer engagement and employee empowerment, our closing case study will demonstrate how you can reposition your contact centres as essential growth drivers for your business.

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?

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.

In a time where the demands on contact centre teams are ever-increasing, the need to build a culture that prioritises new approaches, clear thinking and decisive action is paramount. In this session, we’ll hear how AMP have had three mantras’ at the core of their cultural transformation: 1) Set Ambitious Targets, 2) Behave Like a Start Up, 3) Leverage Your People to their potential.

You discover the benefits of categorising your customer interactions from products to themes and how to base your training around that. 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. Additionally, we’ll reinforce the impact of employee contributions that drive a continuous learning culture and leads to higher versatility when dealing with customers from diverse backgrounds.