Agenda - Day 2

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

What does it take to stabilize and transform a large-scale, unionized, 24/7 emergency communications operation while improving service delivery, reducing attrition, and strengthening workforce engagement? Master success factors to:

• Redesign recruitment, onboarding, and training processes even in challenging labor markets.
• Reduce attrition to single digits, preserving institutional knowledge and strengthening team performance.
• Accelerate time-to-competency, cutting readiness timelines in half to rapidly stabilize staffing.

Deliver exceptional service outcomes, achieving year-over-year improvements in emergency and non-emergency call service levels.

Build a coaching-first culture that fuels agent engagement, adaptability, and customer/student trust, even in high-volume, constantly changing environments by:

• Embedding coaching and mentoring into everyday operations, not just performance reviews
• Practical strategies to foster relationship-building, psychological safety, and trust on the front line
• Lessons from student affairs leadership that apply to contact centre teams, onboarding, transitions, and peer learning 

Shift from process-first to people-first operations to elevate both team performance and student satisfaction.

Turn to journey analytics to drive smarter engagement strategies. Use real-time data and advanced analytics to understand behaviour, reduce friction, and personalize interactions at scale. Transform static call centre operations into dynamic, customer-first experiences without overwhelming your tech stack or agent workforce. Achieve a step-by-step action plan to:

• Turn multichannel data into real-time, actionable insights .
• Identify high-impact moments to drive personalization and reduce churn. 
• Leverage journey data to improve CX and operational efficiency. 

 Enrich your contact centre with a scalable personalization strategy that drives engagement, efficiency, and measurable business outcomes.

As customer expectations rise and service environments grow more complex, AI has become the cornerstone of next generation contact centre strategy. Unlock faster resolutions, more human service experiences, and operational excellence at scale by:

• Using predictive intelligence to anticipate customer needs and reduce call volumes
• Deploying AI-enhanced routing to get customers to the right agent the first time
• Leveraging ML signals and foundation models to improve personalization and service accuracy
• Building a unified data and model ecosystem that supports automation across channels

Build the roadmap, infrastructure, and culture required to make AI a transformative force within contact centres.

Voice of Customer (VoC) is a change system, not a measurement system. Feedback creates value only when it drives decisions and actions; without that, it merely audits dissatisfaction. Join this session to learn how empowering CX and closing the loop will accelerate measurable improvements in trust, loyalty, and performance.

• Impact only occurs when feedback alters decisions, priorities, or ways of working.
• When CX teams surface insights without the power to initiate action, VoC becomes a passive reporting layer instead of a driver of performance.
• Failing to act on feedback erodes customer trust, accelerates metric decay, and disengages internal teams who stop believing VoC leads to change.

Clearly communicate what changed or why it didn’t and hold teams accountable for sustainable credibility.

• How to identify and predict high performers using data-driven behavioral indicators rather than intuition or tenure.
• How to design targeted development and coaching interventions that improve resilience, engagement, and sustained performance in high-pressure contact centre environments.
• How psychometric assessments and performance psychology can be used to improve hiring accuracy, strengthen team dynamics, and reduce attrition.

True workforce transformation goes beyond new tools and org charts, it requires aligning strategy, culture, and leadership with day-to-day execution. Move from transformation intent to sustained impact.

• Build accountable, scalable workforce models that strengthen leadership capability, improve engagement
• Translate workforce transformation strategies into operational reality
• Design accountable operating models that support scale and change
• Build leadership and talent pipelines for future-ready organizations

Use people analytics and behavioural science to guide workforce decisions

In today’s fast-paced contact centre environment, workforce transformation depends on strategic learning and development that aligns with organizational, team, and individual needs. Design and implement innovative learning solutions that not only develop skills but also drive performance, engagement, and long-term employee growth.

• Assess learning needs across the organization and teams to deliver targeted solutions
• Design blended and creative learning portfolios integrating formal, informal, and social learning approaches
• Build curated content and innovative tools to support development and reinforce knowledge

Implement performance management, talent review, and succession planning strategies

Review the key solutions and takeaways from the conference. Source a summary of action points to implement in your work.