For many organisations, outsourcing customer operations has historically been treated as a commercial transaction rather than a professional capability. Contracts are negotiated, suppliers are appointed, and governance frameworks are established to monitor performance. Yet despite the scale, complexity and strategic importance of these relationships, outsourcing is rarely managed with the same discipline applied to areas such as workforce planning, customer experience design or operational transformation. This gap is becoming increasingly difficult to ignore.

Originally broadcasted on Wednesday 18th March, 12:30

Join QStory's David Preece for a tech showcase of our Back Office solution, Work Item Manager. This session will demonstrate how the system acts as a "Back Office ACD'" to accurately capture true handling times, measure agent productivity, and replace gut-feel planning with reliable, data-driven metrics.

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.