Watch the videos from previous conferences


Previous Conferences

Our hugely popular conference has been a key part of the contact centre industry’s calendar for over seven years. Pulling together well over 650 people from all industry sectors, the rich agenda covers all nine of our communities of best practice including Call Centre Planning, Analytics, MI & Reporting, Strategic Trends, Back Office, Enterprise Planning, Outbound, Customer Experience & Quality, Operational Performance and Public Service.

Each year we select a theme, which sets us and our members a call to action and guides the year’s best practice programme. Previous year’s themes have been:  Raising the Bar (2006), Fit for Success (2007), Taking the customer angle (2008), Delivering  the customer journey (2009), Passionate about performance (2010), Expanding Horizons (2011), Planning for Peak Performance (2012) and Putting People First (2013).

Key to the success of our conference is the chance to hear real, insightful experiences, with a multitude of case studies, great speakers from industry leaders in every sector and facilitated discussion built into every forum. Success does not happen only by accident; planning for high performance means that to be the best we must look at how we learn from others in order to take our own operations to the next level. 
The 20% increase in numbers seen in recent years alone, clearly indicates that our community is keen to learn from the best practice in order to deliver an effective performance and a great customer and employee experience. Join us for inspiring case studies, thought provoking presentations, challenging round table discussions and enjoyable networking opportunities.
Follow the links on right hand side to get all the details about previous conferences, and to find out more about what you will experience and gain from attending.

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