Agenda - Day 1

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

Modern contact centres must evolve from cost-driven operations into strategic assets that drive customer experience and business growth. Master the success factors to:

• Leverage analytics from customer interactions to inform product development, marketing, and overall CX strategy.
• Invest in agent training and technology to improve engagement, productivity, and customer satisfaction.
• Achieve seamless integration across voice, chat, email, and social channels to enhance customer convenience and loyalty.

Achieve powerful, brand-defining customer experiences by leveraging contact centres as strategic tools.

Maintaining a consistent, empathetic customer experience across digital channels while scaling operations efficiently can be challenging. Transform your contact centre for seamless transactions. Take away specific solutions to:

• Select channels intelligently and automate routine tasks, while escalating complex issues to live agents.
• Design workflows that enforce human + AI synergy, allowing smooth handoffs to human agents when needed.
• Offer customers control by providing their preferred channels while guiding them to the most effective path to resolution.

Optimize your agents with a 360° view of the customer across all channels to personalize service and resolve issues faster.

Balance AI automation with human oversight to ensure efficiency doesn’t compromise empathy and service quality. Walk away with an action plan on:

• Using AI as a co-pilot, not a replacement, as GPT-powered assistants can support agents with real-time suggestions, summaries, and knowledge retrieval without removing the human element.
• Smarter automation of high-volume tasks (e.g., password resets, order tracking) to reduce workload and speed up response times.
• Customer personalization at scale with AI-driven insights from past interactions, preferences, and behaviours for tailored experiences across all channels.

Reduce after-call work, provide sentiment analysis, and surface relevant information to help agents focus on building better customer connections.

In an era where public expectations mirror the private sector’s standards for speed, accessibility, and personalization, discover how to deliver a seamless, consistent, and equitable experience across diverse communication channels. Master the success factors of:

• Building a culture centred on service excellence, innovation, and accountability.
• Leveraging data, technology, and human-centred design to modernize service delivery.
• Strengthening public trust by ensuring every interaction reflects the city’s commitment to high-quality, inclusive service.

Align operational strategy with community needs to improve access, responsiveness, and overall satisfaction.

In a world where customer expectations evolve overnight and technology shifts at breakneck speed, customer service teams must do more than keep up, they must lead. Stay ahead of tech disruption, empower agents with the right tools and training, and create space for reflective, relationship-building moments even in high-volume environments. Achieve a step-by-step action plan to:

• Continuously adapt service models, channels, and agent tools to keep up with rapid technological change without overwhelming your teams.
• Prepare agents with modern tools, soft skills, and ongoing coaching to empower them to lead every interaction.
• Balance urgency with empathy, as fast response times win attention but speed without care loses trust.
• Build time and space into operations for post-interaction reflection, coaching, and pattern recognition so every call improves the next one.

Transform human + tech integration to drive service innovation and operational excellence.

Customer service roles are often seen as entry-level or transactional, yet they sit at the front lines of brand experience, customer loyalty, and revenue impact. Confront the tough question: why don’t kids grow up dreaming of being call centre agents or retail assistants? Elevate agent experience through real-time feedback, purposeful work, and data-driven CX programs to unlock both employee engagement and bottom-line growth. Take back to your office strategies to:

• Transform high-churn, low-motivation service roles into purpose-driven, high-impact careers that drive both customer satisfaction and revenue.
• Redefine frontline positions as growth-centric, data-informed, and customer-impacting roles to boost pride and performance.
• Train top teams to use live customer feedback loops not just to solve problems but to uncover sales opportunities and deepen loyalty.
• Connect the dots between frontline behaviour, VoC analytics, and measurable business outcomes using modern CX intelligence platforms.

Advance agent engagement and performance by aligning daily tasks with meaningful outcomes to increase motivation, drive career growth, and deliver measurable impact on customer experience.

When customer expectations change, outdated systems and siloed teams can’t keep up. Reimagine your entire contact centre from processes and platforms to people and performance culture. Adopt best practices to:

• Assess legacy systems, team dynamics, and CX gaps before redesigning workflows and technologies.
• Leverage cloud, omnichannel platforms, automation, and data tools in modernizing service operations.
• Create an environment that improves agent performance, wellness, and retention through better tools, coaching, and flexibility.

Transform your contact centre by aligning strategy, culture, and technology to deliver measurable business impact and exceptional customer experience.

AI in the contact centre is no longer a future concept, its live, learning, and being tested in real time. From agent assist tools and call summarization to chatbots and predictive routing, unpack how to launch responsibly, train teams, win buy-in, and prove ROI. Take away specific solutions to:

• Run focused pilots with clear goals to avoid broad experimentation and select the right use case (hint: not chatbots first).
• Gather real feedback on how AI tools support agents in real time and identify where they slowed down processes or missed the mark.
• Apply lessons in change management, frontline training, and reducing fear through transparency and involvement.
• Measure beyond cost savings to see how AI moved the needle on FCR, AHT, CSAT, and agent satisfaction.

Master AI deployment in your contact centre to drive continuous learning, ethical use, and measurable improvements in CX and agent performance.

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!