Enhancing Quality with AI and Analytics
As interaction analytics and AI continue to evolve, they’re opening new possibilities for transforming quality assurance. In this session, we’ll explore how organisations are using these technologies to enhance—and even automate—QA processes. We’ll look at real examples, discuss the benefits and risks, and unpack the challenges we need to overcome to make automation effective, ethical, and trusted. Whether you're just starting out or already experimenting with automation, this session will offer valuable insights and ideas.
From conversation to capability
Great coaching doesn’t just shape skills, it helps embed a learning culture within our organisations. In this session we will hear from Forum members as we discuss how effective coaching and development unlock performance, drive engagement, and empower people in fast-paced environments. We will share real-world insights into what works (and what doesn’t), from embedding coaching into our daily workflows to leveraging feedback for improvement.
Turning Insight into Action
Forecasts are essential for helping operations prepare for the future—but their impact depends on how well they’re understood, trusted, and applied. In this session, we’ll share practical tips and proven approaches from experienced forecasters to help improve accuracy, build credibility, and drive better decisions. Whether you're creating forecasts or using them to guide planning, you’ll gain valuable insights to strengthen forecasting outcomes and collaboration.
Forward thinking insight
This keynote explores how leading customer operations teams are using data, analytics, and insight to drive transformation. Highlighting the shift from traditional reporting to real-time, embedded, and prescriptive analytics that directly influence customer and workforce outcomes. Drawing from cutting-edge research and industry best practice, it challenges leaders to rethink transformation targets, focusing on absolute, impact-led goals rather than cost-cutting alone.
The keynote reinforces the need for strong data governance, cross-functional collaboration, and a culture of insight-led decision making to embed analytics into everyday action. The message is clear: to raise standards and stay ahead, organisations must lead with data and insight at the core.
Every day, our colleagues are expected to show up with empathy for customers in vulnerable circumstances. But what happens when empathy itself becomes exhausting? That’s compassion fatigue. It’s not burnout - yet - but if ignored, it can take us there.
Join Helen from the National Support Network in an interactive session to explore: ✅ How to spot the early warning signs of compassion fatigue ✅ Ways to open up conversations about emotional strain ✅ Practical steps to protect resilience and wellbeing
We’ll cut through the theory and focus on what really helps in practice - so your teams can keep caring without burning out. Visit nsn.org.uk to find out more ahead of the session!
Improvement doesn’t happen by accident
Raising standards in our operations isn’t a passive act, it demands resilience, agility, and a focus on what matters. It’s rarely easy, and never straightforward. When things get tough, we often default to familiar habits or hide behind hollow metrics that provide comfort more than they clarify. This keynote explores what raising standards truly means. We’ll unpack how purposeful improvement, grounded in Quality Assurance, Training & Development, actionable insight, and people-centred change, can transform our Operation for our people and our customers.
Learn how to focus on what counts, leave behind what doesn’t, and lead improvement that sticks.
Understanding the Planning operating system, driving outcomes and behaviours not completing tasks and checklists
This keynote will explore what it truly means to build a best-in-class planning function, drawing on real-world insights from workforce forecasting, scheduling, and real-time operations. We’ll walk through the critical building blocks that turn good planning into great impact, including:
Whether you're part of a new planning team, leading a growing function, or looking to refresh an established process, this session will give you a clear vision of where planning needs to go and what it takes to get there.
Prepare to rethink how planning works in your organisation, and leave with practical tools to raise standards, challenge assumptions, and future-proof your workforce strategy.
From Data to Dialogue: Telling Stories with Numbers and Winning Over Any Audience
This workshop with introduce you to new concepts, top tips and pitfalls to avoid helping you become a better presenter. Full of practical examples which you can start using straight away, along with ideas and inspiration for you to develop in the future. Help to reset the culture around presentation and meetings by improving how you share knowledge and engage your organisation.
How Verint Co-pilot Bots Supercharge Contact Centres
In today’s fast-paced customer experience landscape, efficiency and personalisation are no longer optional- they’re essential.
Join us for an exclusive session as we reveal how Verint’s Co-pilot Bots are reshaping contact centres by automating micro-workflows, reducing average handling times, and significantly increasing agent capacity.
Discover how purpose-built bots such as the Smart Transfer Bot, Knowledge Automation Bot, Coaching Bot, and Wrap-Up Bot work seamlessly alongside agents to provide real-time support, streamline operations, and enhance both customer and employee experiences. Hear real-world success stories from leading organisations that have saved millions annually while boosting satisfaction scores and agent performance.
Whether your goal is to reduce costs, improve customer experience, or empower your workforce, this session will demonstrate how Verint’s AI-powered Co-pilot Bots deliver measurable business outcomes today.