Originally broadcast on Tuesday 17th March, 12:30

From Excel to Execution: A New Way to Plan Capacity
Most contact centres still rely on spreadsheets to plan capacity and staffing, even though the pace of change has outgrown static models. In this 45-minute joint technology workshop, Aspect and Cinareo will show why moving beyond Excel is no longer optional, and what good capacity planning discipline looks like in practice.

Originally broadcast on Monday 16th March, 13:30

Join Hiya for a focused session on Branded Calling and how verified, identifiable outbound calls are transforming customer communication. As trust becomes critical to engagement, branded calling helps organizations improve answer rates, reduce call hesitation, and build confidence at the moment of contact. We’ll explore why it matters, how it aligns with evolving customer expectations, and practical ways to strengthen voice engagement.

Originally Broadcast Thursday 16th October, 12:30

Join Route 101 for a dynamic session exploring how Zendesk can revolutionise back-office operations through intelligent omnichannel routing and email management.Discover how unstructured inboxes can be transformed into structured workflows, enabling smarter task planning, queue categorisation, and actionable analytics. With insights from Route 101’s systems integration experts, this showcase will highlight real-world examples and integrations - bridging the gap between back-office tasks, CCaaS, WFM and QM to unlock new efficiencies.