2025 Best Practice Guide
Raising Standards

Impactful Professional Modules

Learn how to act like the professional you are and develop key influencing and communication skills, with the confidence to move you from job to career. 

Technology Showcase: National Support Network

Originally Broadcast Wednesday 15th October, 12:30

Compassion fatigue and how to help your teams to care without burning out. 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. 

Keynote - Insight

Originally Broadcast Wednesday 15th October, 09:30

Forward thinking insight

Explore 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. 

Technology Showcase: Verint

Originally Broadcast Monday 13th October, 12:30

Smarter. Faster. Stronger: 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.

Opening Keynote #RaisingStandards

Originally Broadcast Monday 13th October, 10:30

Reset, Redefine & Raise Standards
This keynote launches the week by challenging us to turn intent into action. Explore how learning, reflection and ownership drive personal growth and organisational progress. Discover how tools like the Learning Tracker, Reflective Method, and the Learning Pyramid support continuous improvement. We'll explore how to break out of firefighting, align strategy with daily action, and shift from “being busy” to “making a difference”. It's time to reset habits, redefine success, and commit to doing things differently. Because done will always beat intended.

2025 Best Practice Showcase: Partnership Principles

Watch at your own pace

The best partnerships don’t just happen, they are built on trust, shared goals, and a commitment to making things work. Join us to hear a range of inspiring and educational stories from our Partnership Awards which cover a wide range of areas including, chatbots, robot workers, employee engagement platforms and technology stack transformations.

2025 Best Practice Showcase: Partnerships

Watch at your own pace

The best partnerships don’t just happen, they are built on trust, shared goals, and a commitment to making things work. Join us to hear a range of inspiring and educational stories from our Partnership Awards which cover all things WFM and WFO,

The Evolution of Planning

Some things will always matter. Businesses will always need to balance customer demand, employee needs, and business goals. Planning will still rely on data, but how that data is used will keep evolving.

Technology will continue to speed things up. AI and automation will take over more of the routine tasks, but that doesn’t mean planners will become less important.

20 Transformational Innovations Changing the Future of Work

Celebrating the 20 finalists from this year’s Innovation & Transformation awards. Trailblazers who are redefining workforce planning, customer experience, and operational excellence. From AI to culture change, these organisations are proving that bold thinking drives real-world results.

Endnote: Raising Standards

Originally broadcast Friday 28th March 2025 at 13:30

Closing the week with practical tips on how to use learning to drive action and raise standards. 

25 Years of Innovation & Transformation Keynote

Originally broadcast Friday 28th March at 09:30

Celebrating 25 years of the Innovation & Transformation Awards, this keynote takes a look back from a finalist and judges perspective. Discussing key industry shifts, from workforce flexibility and real-time analytics to automation and omnichannel experiences. We will also explore what the next 25 years of Raising Standards could look like.

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