Contact Centre | Day 2
7:45 am
NETWORKING BREAKFAST: BUILD COMMUNITY CONTACTS
- Start your day off right and connect with contact centre leaders.
- Get to know your CX peers and colleagues over a delicious breakfast.
- Source practical tips, discuss best practices, and prepare for the day ahead.
8:45 am
OPENING COMMENTS FROM YOUR HOST
Gain insight into today’s sessions so you can get the most out of your conference experience and maximize your value.
9:00 am
FIRESIDE CHAT EXCLUSIVE: TRANSFORMING A 24/7 CONTACT CENTRE
How to Build Workforce Stability, Operational Resilience, and High-Performance Service Delivery
Transforming a large-scale, 24/7 emergency communications operation requires more than filling seats. Build your workforce stability through better recruitment, onboarding, training, and performance practices while strengthening engagement and service delivery. Source your plan of action to:
- Adapt and redesign recruitment, onboarding, and training to accelerate time-to-competency.
- Reduce attrition while protecting institutional knowledge and frontline capability.
- Achieve operational resilience that delivers consistent service levels around the clock.
Deliver exceptional service outcomes, achieving year-over-year improvements in your emergency and non-emergency call service levels.
9:30 am
PRESENTATION: THE HIGH-PERFORMING CONTACT CENTRE
How to Build Frontline Capability, Service Excellence, and Operational Discipline to Deliver Better Customer Outcomes
Technology and processes matter but contact centre performance ultimately depends on how effectively leaders develop people, manage performance, and respond to customer feedback. Build a high-performing operation that connects your frontline capability with measurable service outcomes. Develop a blueprint to:
- Strengthen frontline capability through coaching, development, succession planning, and continuous learning.
- Advance customer feedback and complaints into actionable opportunities for service improvement.
- Master customer satisfaction, productivity, operational efficiency, and cost-to-serve.
Create clear performance expectations and accountability that improve your agent productivity, service scores, and customer loyalty.
10:00 am
EXHIBITOR LOUNGE: VISIT BOOTHS & SOURCE EXPERTISE
- Explore the latest contact centre technology and strategies with our leading sponsors. Â
- Share your challenges with the biggest innovators in the business.
- Schedule one-on-one private meetings for personalized advice. Â
10:30 am
PRESENTATION: THE FRONTLINE ADVANTAGE: BUILDING A CULTURE WHERE AGENTS THRIVE
Practical Strategies for Engagement, Accountability and High Performance
Contact centre culture is shaped every day by the managers and leaders closest to the frontline. Create an environment where employees feel supported, accountable and equipped to deliver great customer experiences by:Â
- Keeping frontline teams engaged in a high-pressure, fast-paced environment.Â
- Balancing accountability with support to create stronger individual and team performance.Â
- Coaching for performance by turning day-to-day interactions into opportunities for development.Â
- Building consistency across teams while recognizing different employee needs and strengths.Â
Create a customer-first culture where employee experience and service performance reinforce each other.
11:00 am
ROUNDTABLES: DISCOVER THOUGHT-PROVOKING IDEAS
Take a deep dive down the innovation rabbit hole in one of our roundtable discussions. Share your common challenges and best practices with contact centre peers on a topic of your choosing:
- Building Trust in Agentic AI Systems
- Why CX Strategies Fail Before They Start
- Improving Agent Experience & Reducing Turnover
- Measurement of Customer Feedback
- Enhancing Workforce Transformation
Bring the challenge. Share the experience. Leave with ideas you can put into practice.
11:45 am
PRESENTATION: DRAMATICALLY ELEVATE CONTACT CENTRE PERFORMANCE
How to Transform Contact Centres Through Intelligent Automation and Predictive CX
As service environments become more complex, AI can help contact centres anticipate demand, improve routing, and personalize interactions. Build the data, technology, and operating foundations you need to move from reactive service to predictive CX. Source your plan of action to:
- Advance predictive intelligence to anticipate customer needs and reduce avoidable demand.
- Improve and deploy AI-enhanced routing and machine learning to improve resolution, personalization, and accuracy.
- Perfect the data, infrastructure, and culture needed to scale AI across channels.
Build the roadmap, infrastructure, and culture required to make AI a transformative force within your contact centre.
12:15 pm
FIRESIDE CHAT: FROM LISTENING TO LEVERAGE
Why the Voice of Customers Must Drive Action, Not Just Measurement
Voice of Customer creates value only when it changes decisions, priorities, and behaviours. Mobilize feedback into action by giving your CX teams the influence, accountability, and cross-functional partnerships needed to close the loop and demonstrate measurable impact. Take away specific solutions to:
- Advance from collecting feedback to changing decisions, priorities, and ways of working.
- Bolster CX teams’ influence and accountability needed to turn insights into action.
- Optimize and close the loop with customers and employees to build trust, credibility, and sustained improvement.
Clearly communicate what changed or why it didn’t, and hold your teams accountable for sustainable credibility.
12:15 pm
FIRESIDE CHAT: FROM CONTACT CENTRE TO CITIZEN EXPERIENCE
How CRM, Data, and Frontline Operations can Transform 311 Service Delivery
Government contact centres are under pressure to make every interaction faster, simpler, and more connected, while serving diverse communities across multiple channels. Integrate CRM operations, frontline service delivery, and customer experience to create a more seamless connection between residents and government. Master success factors to:
- Create a unified view of resident interactions across channels, services, and departments with CRM.
- Use operational and customer data to identify recurring issues, service gaps, and opportunities to improve the resident experience.
- Give agents the tools, information, and workflows they need to resolve issues efficiently and provide consistent service.
- Connect the contact centre with the broader organization to improve handoffs, resolution, and accountability.
Move beyond simply answering calls to creating a more accessible, responsive, and citizen-centric government experience.
12:45 pm
NETWORKING LUNCH: DELVE INTO INDUSTRY CONVERSATIONS
- Meet interesting speakers and pick their brains on the latest contact centre issues.
- Expand your network and make connections that last beyond the conference.
- Enjoy great food and service while engaging with your CX colleagues.
1:45 pm
EXHIBITOR LOUNGE: VISIT BOOTHS & WIN PRIZES
- Browse through different sponsor booths and test drive new technology.
- Enter your name for a chance to win exciting prizes.
- Take advantage of event-specific offers and special content.
2:00 pm
FIRESIDE CHAT: FROM SERVICE CENTRE TO STRATEGIC PARTNER
How to Transform Contact Centre Operations to Support Customers, Advisors, and Business Growth
As contact centres support increasingly complex customer and advisor needs, leaders must balance service excellence with operational efficiency and business performance. Build service models that simplify your complex interactions while creating measurable value. Adopt best practices to:
- Align contact centre strategy with customer, advisor, and business priorities.
- Bolster frontline teams with the knowledge, tools, and decision-making capability to resolve complex needs.
- Optimize customer and interaction insights to improve processes, service delivery, and operational performance.
Establish the metrics and leadership practices needed to demonstrate the strategic value of your contact centre.
2:00 pm
PRESENTATION: CALM UNDER PRESSURE
How to Master Communication, Decision-Making, and Customer Service in High-Stakes Environments
Contact centre leaders and frontline teams regularly navigate emotional customers, unexpected disruptions, and competing priorities. Explore how strong communication, teamwork, and decision-making can help your employees remain composed while protecting both service quality and customer trust. Adopt best practices to:Â
- Achieve timely decisions while managing multiple priorities and competing demands.Â
- Optimize communication practices that support clarity, confidence, and consistency under pressure.Â
- Improve resilience, escalation management, and teamwork during complex customer situations.Â
Communicate clearly and confidently when your customers or situations are highly emotional.Â
2:30 pm
FIRESIDE CHAT: WORKFORCE TRANSFORMATION THAT DELIVERS
How to Turn People Strategy into Contact Centre Performance
Workforce transformation only creates value when strategy translates into day-to-day execution. Align your leadership, culture, operating models, and talent around the capabilities required to build a scalable, future-ready contact centre. Create a roadmap to:
- Achieve accountable workforce models that strengthen leadership capability, engagement, and performance.
- Adapt and translate workforce strategy into practical operating models and frontline execution.
- Perfect people analytics and behavioural insights to make smarter workforce decisions.
Use people analytics and behavioural science to guide your workforce decisions.
2:30 pm
PANEL: THE AGENT EXPERIENCE EQUATION
Designing the Frontline Environment that Drives Engagement, Retention, and Performance
The employee experience of contact centre agents directly shapes the customer experience. Redesign your frontline environment to give agents the support, autonomy, technology, and career opportunities they need to perform and stay engaged. Enhance your approach to agent employee experience by:
- Identifying the operational pressures, workload challenges, and friction points that contribute to disengagement and attrition.
- Building mechanisms for frontline employees to influence processes, technology, and the way work gets done.
- Creating the right level of empowerment while maintaining consistent service standards and performance expectations.
The best contact centres don’t simply manage agent performance, they design an environment where people can perform at their best.
3:00 pm
REFRESHMENTS BREAK & EXHIBITOR LOUNGE: VISIT BOOTHS & WIN PRIZES
- Browse through different sponsor booths and test drive new technology.
- Enter your name for a chance to win exciting prizes.
- Take advantage of event-specific offers and special content.
3:30 pm
FIRESIDE CHAT: FROM CONTACT CENTRE TO ADVICE CENTRE
How to Build a High-Performing Service Operation that Combines Efficiency, Expertise, and Human Connection
As customer needs become more complex, contact centres are increasingly expected to provide trusted guidance, not simply resolve transactions. Build an operating model that combines frontline expertise, technology, and operational discipline to create better outcomes for your customers. Take away specific solutions to:
- Adapt transactional service into trusted advice and support.
- Master and balance customer needs with quality, productivity, efficiency, and service performance.
- Excel and use technology to simplify routine interactions while preserving the value of human expertise and judgment.
Leverage technology and digital capabilities to simplify your routine interactions while preserving the value of human advice.
4:00 pm
CLOSING KEYNOTE: FROM CONTACT CENTRE TO MEMBER EXPERIENCE ENGINE
Building a High-Performing Service Operation that Puts Members at the Centre
The contact centre is one of the most important moments in the member relationship. Create connected service journeys by aligning people, processes, technology, and customer insight around what your members actually need. Adopt best practices to:
- Align contact centre strategy with member experience and organizational priorities.
- Eliminate friction across member interactions, processes, and channels.
- Perfect a service culture that strengthens trust, loyalty, and long-term relationships.
Use contact centre insights and member feedback to drive continuous improvement across your organization
4:30 pm
END OF DAY 2 SUMMARY & CLOSING COMMENTS FROM YOUR HOST
Review the key solutions and takeaways from the conference. Source a summary of action points to implement in your work.
4:45 pm