2023 Seminar Programme

This panel discussion will bring forth top industry leaders to map out the future of Call & Contact Centres by addressing key trends, challenges, disruptions, and opportunities within the industry. Ra ...

AI is already playing a pivotal role in business. Customers and employees expect fast, personalised, seamless digital experiences powered by automation and analytics. ​The reality: AI is a true game-c ...

This year I set up the Team Leader Community. An online community that has bought together over 200 Team Leaders from 15+ companies together to help overcome challenges, share best practice and become ...

The intersection of cultivating a positive organisational culture, employee experience and delivering optimal customer experiences has gained significant emphasis over the years. However, strategies t ...

Before an enterprise can deliver on a digital-first customer experience (CX) strategy, they often have to answer one key question: What contact center technology provider can address my unique busines ...

Selecting your outsourcing partner and nurturing that relationship requires precise strategic and operational planning. Your outsourcing partner must understand and align with your service vision. Joi ...

Microsoft Teams continues to grow massively, and many organisations are aggressively moving to Teams Phone. One of the most complex questions when moving to Phone System is what to do with the Contact ...

Welcome to a presentation that's anything but business as usual. We're here to shake things up and explore how the 2023’s official buzzword: artificial intelligence is a tangible game-changer for your ...

Generative AI has created exciting new opportunities to elevate and automate customer service and knowledge management (KM). What are the practical customer service use cases for generative AI? How ca ...

In the face of ever-shifting customer expectations and dynamic workforces, generative Artificial Intelligence (AI) emerges as a game-changer. Agents are fatigued by mundane tasks, but arming them with ...

As technologies continue to evolve in a new era of Artificial Intelligence (AI), CX leaders worldwide must consider how these new innovations can set up their contact centre for success for today and ...

In this session our industry experts will explore the continually evolving role of voice in customer interactions and its emerging status as the key premium channel. Our panel, featuring prominent voi ...

Nearly everything a business does is in service of its customers. Increasingly discerning consumers for B2B and B2C companies are pushing all of us to provide a better, faster, more effective customer ...

Exclusive report on Contact Centre evolution and how it is shaping tomorrow's workforce The session will cover : Why contact centre roles should or could be a career of choice How the industry should ...

Whether you're planning for 2024 or wrapping up this year, the presence of AI can't be overlooked. Join us for an eye-opening session with Puzzel’s Product Manager, Mashud Ahmed to keep you one step a ...

The enterprises that are winning at CX are laser-focused on maximizing ROI from their contact centre communications stack. But it can get complex to assemble best-in-class solutions into a custom cont ...

In today's time-pressed world, self-service rules. So why can some companies create spectacularly successful experiences – while others can't seem to figure it out? Whatever your strategy – voice-firs ...

Join Khoros and Swisscom for this 30-minute conversation to explore the current challenges faced in moving towards a digital-first contact centre, how it can save costs, improve your agents' performan ...

Achieving the right balance of agent autonomy, engagement and adherence is a continuous journey. Join Andrew Hall, Chief Executive Officer, as he outlines Quantanite’s transformation to deliver top-ti ...

Discover how to revolutionise your customer experience (CX) by unifying your CRM and contact centre. This session explores the vital connection between seamless CRM and contact centre integration, rev ...

We have all heard the warnings that AI presents a potential existential threat to humans – the killer application. In the shorter term organisations need to ensure AI does not kill their businesses. H ...

David Scheffler, Kore.ai's General Manager, EMEA, will explore the broader landscape of delivering tangible results and substantial cost savings through three recent customer deployments. This present ...

Technology plays a crucial role in fostering effective partnerships and in enabling seamless and efficient teamwork ultimately driving financial and operational efficiency. RingCentral delves into the ...

In today’s evolving business landscape, artificial intelligence (AI) has become a buzzword, but it’s not just a hot topic for the future, AI can provide tangible benefits to your business today. Join ...

The dawn of generative AI is driving a fundamental paradigm shift for businesses by rapidly expanding what's possible and accelerating enterprise adoption. In the contact centre, generative AI can unl ...

The world of AI is moving fast. Generative AI, Large Language Models and ChatGPT have changed what is possible. At Quiq we’ve been working hard to transform the latest AI into real world solutions tha ...

Your AI is only as good as your data, and that data can be messy. Without unifying it and making it intelligible across your organisation, it’s not helpful. You need to be able to harness the right da ...

Imagine outperforming your competitors by 25% when it comes to customer satisfaction, all whilst empowering your employees at the same time. This could be a reality by 2024 according to Gartner, who s ...

Finding, training and keeping agents has never been more challenging. Changes in mentality and behaviour, coupled with the adoption of hybrid working and economic instability have created a unique mom ...

For decades, operational efficiency and CX have been competing priorities for contact centre leaders. The result? Inefficient processes and technologies that make customers work harder for the support ...

Customer Service is undergoing a once in a generation transformation, which will make it faster and better for customers, and cheaper yet more powerful for businesses……driven by AI. 5 Key takeaways of ...

Stick or twist switch Too many organisations think an RFP will resolve their performance issues. Whether you are looking for a new BPO partner or to replace/upgrade tech, going to RFP seems to be the ...

The importance and value of live interactions between customers and contact centre agents is on the rise. As automation does more and more of the heavy lifting, agents will spend their time with those ...

In today's rapidly evolving business landscape, customer experience (CX) has become a key differentiator for organisations across many varying industries. It seems that to stay ahead of the competitio ...

In this session, explore how Electrolux elevated customer satisfaction by guaranteeing uninterrupted contact centre services across diverse channels by actively monitoring their live systems. Faced wi ...

Knowing exactly what is going on in your contact centre, what transpires between your customers and agents during the call, and how well your agents adhere to compliance and quality guidelines is crit ...

Are we doing enough to motivate our agents? They’re the greatest asset in a contact centre and a lot is demanded from them, if enough isn’t done, they could burn out, resulting in high absence levels ...

To deliver excellent customer service, you must attract and retain great talent. We will explore data and research from over 3,000 contact centre staff to understand why they would choose you and why ...

There’s nothing like a global pandemic to accelerate your transformation plans is there? In the wake of Covid, we moved our global workforce from a traditional office-based structure to a dynamic remo ...

The purpose isn't to predict the future it is to prepare for the future. The one thing we can predict with confidence is that the future will be uncertain. In this workshop we will explore how to fore ...

Scheduling doesn’t get any easier, however with over 20-years of best practice and learning from pioneering new ways we are better equipped than ever to design a flexibility toolkit. Regardless of you ...

Join Daktela at this exclusive event at the The Call & Contact Centre Expo – including drinks, nibbles, and the chance to be one of the first to see Daktela’s latest AI features. Spaces are limited, s ...