2021 Customer Strategy & Planning Speakers

The 4th survey in the Hybrid Working in the Contact Centre survey series (2016, 2019, 2022 and 2025) shows that hybrid working is here to stay. Learn what the most popular contact centre hybrid working models are today, about the main WFH/hybrid issues organisations are experiencing and the main benefits they are realising, how homeworker performance compares with office workers, and what technologies are being used to support WFH/hybrid operations. 100 UK contact centres were surveyed.

How a Global Sports Betting & iGaming Leader transformed Workforce Management in the UK & Ireland

Novuna’s old contact centre setup slowed everything down. Verint helped streamline tools, improve scheduling, and slash digital response times. Staff now feel supported, customers get answers faster, and data drives improvements. Not just an upgrade—a whole new way of working.

Trainline revamped its contact centre with SVL. Call routing was simplified, handling times dropped, and coaching time rose. Tech did the heavy lifting, so teams could focus on helping customers. A solid partnership that made day-to-day work easier for everyone.

Aldermore automated 40 processes in a year, saving £3 million. With Robiquity and UiPath, they built 65 digital workers and upskilled their own team. The goal wasn’t just efficiency—it was to free people up for more meaningful work. And it worked.

eBay wanted to give their customer service teams more control over their schedules. QStory made it happen. Shift flexibility skyrocketed, managers spent less time on admin, and employees felt trusted. The result? A system where everyone wins—better efficiency for the business and a happier, more engaged workforce.

Peopleware’s flexible scheduling cut hours and improved forecasting, boosting morale and making staff feel valued. With fewer backlogs and happier teams, Tructyre created a more sustainable way to work.

Jet2’s reps used spreadsheets and PDFs—confusing, slow, and inconsistent. Peopleware brought in real-time scheduling across Europe. Now managers have visibility, compliance is easier, and rostering takes minutes, not days. A smart system that’s helped Jet2 grow without added stress.

Utility Warehouse was buried in spreadsheets. NICE introduced automation, smart scheduling, and real flexibility. Staff could swap shifts, book time off, and feel more in control. Attrition dropped, admin costs fell, and employees felt the difference. Better tech, better experience.

DHU’s legacy phone system couldn’t cope. NICE introduced CXone—suddenly staff had data, faster workflows, and better tools. Call routing improved, patient care got safer, and response times dropped. What really made it work? Trust, shared learning, and full team involvement.

Newcastle City Council”s call centre was under pressure. FourNet helped rework everything—better routing, real-time data, smarter planning. Calls doubled, wait times halved, and complaints dropped. A system rethink made things better for staff and residents alike. Change came from asking better questions.

OVO needed offshore support that felt like one team. Firstsource made it happen—quickly. Service levels jumped, response times improved, and culture thrived. They trained together, chatted daily, and built trust across borders. A great example of people-first operational change.

Merseyflow drivers struggled to find toll payment info, leading to high call volumes and unnecessary fines. Emovis teamed up with DLP to introduce an AI chatbot that answered 80% of customer queries instantly. Complaints dropped, digital adoption rose, and in just a year, the chatbot delivered a 240% return on investment.

Sky Retail lacked visibility — schedules often went unchecked and managers were left to make decisions based on guesswork. When Sky introduced Deputy’s workforce management platform, everything changed. Stores began to run more smoothly, shift adherence climbed to 95%, and trust grew between planning teams and frontline staff.  One small change sparked a big impact — giving Sky’s planning teams the clarity and insights they’d been missing.

Wheatley’s contact centre was struggling. Content Guru introduced a smarter, faster cloud system. Calls were handled better, wait times dropped, and satisfaction soared. This was more than just tech; it was about shared values. It focused on helping people, supporting communities, and creating something lasting.

Capita used Centrical’s gamification platform to cut handling times and boost call resolution. Managers saved time, and teams worked smarter. At first there were doubts, but when results rolled in, buy-in followed. A clever tool that changed how people worked.

Home Group replaced outdated systems with Business System’s’ cloud-based solution. Scheduling got easier, staff had more control, and efficiency jumped. Savings topped £16,000 a month. One year on, the benefits keep growing. A great example of what teamwork and tech can do.

Steven Davison optimized public sector services at HGS. His data insights improved government decision-making, streamlined services, and enhanced efficiency.

Sarah Rowell led NCFE’s workflow improvements. She enhanced communication, reduced delays, and empowered employees. Her efforts improved operational efficiency and team collaboration.

Rochelle Francis transformed ACCA’s online learning. She made engaging and flexible content. It boosted completion rates and supported different learning styles

Paul Gardner improved collaboration at Haier Europe. He built industry partnerships, strengthened workforce development, and optimized operations. His leadership fostered growth, efficiency, and innovation.

Natalja Nicholls revamped NCFE’s knowledge management. She consolidated scattered resources, improved accessibility, and streamlined processes. Employees found information faster, reducing delays and improving service.

Matt De Graw transformed eBay’s back-office operations. He introduced structured processes, optimized data, and improved efficiency. His team delivered $7 million in savings, gained recognition, and became a key part of the business.

Margot Vanwynendaele helped Trainline transition to a new telephony system. She mapped processes, improved workforce management, and redesigned scheduling. Her work improved call handling, reduced wait times, and made customer service more efficient.

Manikanth Sikha automated reporting at Firstsource. He replaced slow, manual processes with real-time Power BI dashboards. His improvements saved time, reduced errors, and gave teams better

Lauren Davison helped advisors give better advice. She introduced real-time support, improved training, and streamlined processes. Confidence grew, errors dropped, and more clients received the help they needed. Her work made a real difference.

Kerry Hardman moved from call centre agent to workforce planner. She improved Haier’s scheduling, automated processes, and fixed system issues. Her persistence transformed outdated manual work into an efficient, user-friendly process.

Kelly Graham improved workforce planning for OVO’s outsourcing partners. She trained teams on scheduling software, reduced service disruptions, and optimized staffing. Her work improved efficiency, reduced costs, and set a new standard for planning.

Julie Jowett led Loop’s Microsoft Dynamics rollout. She restructured case management, improved training, and reduced failed cases from 150 a day to nearly zero. Her practical changes improved service, streamlined processes, and helped employees develop new skills.

Josh McGarry optimized OVO’s customer migration. He changed the migration days to reduce pressure, handled tricky cases first, and ensured clear communication. His smart adjustments reduced disruption, improved customer satisfaction, and ensured a smoother transition.