Contact Centre | Day 1

Gain insight into today’s sessions so you can get the most out of your conference experience.

Contact centres sit at the intersection of customers, employees, technology, and business operations. They generate intelligence that can influence retention, revenue, productivity, and investment. Move beyond your operational reporting to enterprise-level decisions and measurable value. Create a roadmap to:

• Heighten contact centre performance to enterprise priorities, including retention, revenue, productivity, and cost-to-serve.
• Transform interaction and workforce data into decision-ready intelligence for product, CX, digital, and commercial strategies.
• Amplify the business case for technology, automation, and workforce investments through measurable financial and customer outcomes.

Elevate your contact centre from a service function to a strategic business asset with measurable enterprise impact.

Customer expectations are increasingly shaped by how easy it is to get things done, not simply by whether an interaction was satisfactory. Redesign your contact centre around customer effort, intelligent routing, and digital self-service. Source practical tips to:

• Perfect customer effort as a strategic measure alongside traditional CX metrics.
• Optimize AI-powered intent routing and self-service to simplify journeys and accelerate resolution.
• Enrich digital, frontline, and support teams around a frictionless customer experience.

Build a culture of empowerment, experimentation, and bold change as technology transforms your contact centre.

Agentic AI can do more than automate routine work; it can give your frontline employees the context, intelligence, and support needed to deliver better service. Explore how organizations can combine AI capability with human judgment, empathy, and responsible governance. Adopt best practices to:

• Perfect and automate low-value tasks and provide real-time, context-aware support to agents.
• Transform customer conversations into structured intelligence that improves service and decision-making.
• Excel AI responsibly through trust, compliance, governance, and human oversight.

Smarter service starts when AI makes your people better, not simply when it makes your operations faster.

Customers no longer experience service through a single channel, while organizations increasingly operate across internal, outsourced, domestic, and offshore environments. Build a connected service ecosystem that delivers consistency across all your interactions while balancing quality, efficiency, and scalability. Source practical tips to:

• Master a unified strategy across phone, email, chat, social, and emerging channels.
• Perfect and govern complex in-house and outsourced operations around consistent customer outcomes.
• Advance an omnichannel operating model that balances experience, scalability, technology, and cost.

Build the leadership, operating model, and culture required to make your contact centre a strategic driver of customer experience.

Capacity planning can look precise on paper while breaking down when complexity, changing demand, and executive pressure enter the equation. Examine why your planning loses credibility and how you can build models that support better decisions. Walk away with an action plan to:

• Amplify where capacity planning breaks down as complexity, speed, and demand volatility increase.
• Reduce the rework and misalignment created by fragmented data, assumptions, and planning processes.
• Master planning approaches that restore executive confidence and decision readiness.

Better capacity planning is not about more data; it is about making better decisions with the data you have.

The contact centre of the future will not be defined by how much work AI can automate, but by how effectively technology enables people to perform. Redesign your frontline work around real-time intelligence, continuous learning, and the human capabilities that remain essential. Adopt best practices to:

• Transform the agent role around judgment, empathy, adaptability, and complex problem-solving.
• Optimize real-time AI support and knowledge directly into the flow of frontline work.
• Bolster continuous learning and enablement into an increasingly AI-enabled operating environment.

Create a scalable model for your human + AI collaboration that supports both immediate performance and long-term workforce growth.

Many contact centres have automated individual tasks without fundamentally improving resolution. The next phase requires AI that can understand context, reason across complex interactions, and take action while remaining governed by your people and business rules. Master the success factors to:

• Advance beyond basic automation toward AI-driven problem solving and resolution.
• Optimize agentic AI with human oversight, observability, and governance.
• Perfect and navigate the operational, organizational, and trust challenges of scaling AI across CX.

Understand why your CX and AI systems struggle to deliver true resolution.

Customer experience and colleague experience are often managed as separate priorities but the quality of one directly shapes the other. Explore how contact centre leaders can connect employee experience, frontline engagement, customer feedback, and operational performance to create more consistent, high-value service experiences. 

• Connect colleague and customer experience to identify the frontline conditions that have the greatest impact on service quality and customer outcomes. 

• Turn employee and customer feedback into action by using Voice of Customer and Voice of Employee insights to identify friction, improve processes, and strengthen the end-to-end experience. 

• Build a culture that drives performance by giving frontline teams the clarity, support, empowerment, and accountability needed to deliver better experiences consistently. 

When your people have a better experience, they are better positioned to create one for your customers.

Review the key solutions and takeaways from today’s sessions. Source a summary of action points to implement in your work. Discuss tomorrow’s highlights!

• Relax and unwind with tasty cocktails after a long day of learning.
• Don’t miss your chance to win fun prizes by scanning your badge at our exhibitor booths.
• Make dinner plans with your new connections and explore the best of what Toronto nightlife has to offer. Just be sure to set your alarm for Day 2!