On-Demand Webinars

Endnote

Originally broadcasted on Friday 16th October 2026, 12:30

As the virtual conference draws to a close, join us for a final reflective discussion that brings together the key themes, conversations and challenges explored throughout the week. We'll look beyond the notes, slides and presentations to ask a more important question: what will you do differently because of what you've heard? From AI and innovation to planning, leadership, customer experience and continuous improvement, this session will explore the ideas that stood out, the lessons worth taking forward and the opportunities to turn learning into action. We'll challenge delegates to think about their own commitment to raising standards. What is the one thing you'll take away, apply and act on when you return to work? Because learning only creates value when it leads to change. A practical, thought-provoking and engaging close to the week that will leave you inspired to turn ideas into action and continue raising standards across your organisation.

Key Planning Assumptions

Originally broadcasted on Thursday 15th October 2026, 15:00

Every forecast, schedule and operational decision is built upon assumptions. Yet many organisations rarely review whether those assumptions remain valid. This session explores the planning assumptions that matter most, drawing on our latest benchmarking research together with examples from leading. We'll examine how high-performing planning teams validate assumptions, respond to changing demand and create decision-making processes that improve confidence across the business. 

Operational Improvement Keynote

Originally broadcasted on Thursday 15th October 2026, 09:30

From Busy to Valuable 
How to create more impact with less effort. This keynote explores the growing gap between being busy and making a difference. We'll challenge some of the habits, processes and expectations that consume time without improving outcomes, and look at practical ways to focus effort where it has the greatest impact.

QStory Technology Showcase

Originally broadcasted on Wednesday 14th October 2026, 12:30

How Enova Redefined Automation and Flexibility, Empowering Strategic Analysts to do more
Join Enova’s Jodi Maffitt and QStory's Barry Jones, to discover how replacing manual WFM processes with QStory's real-time automation empowered agents with schedule autonomy, eliminated planner burnout, and delivered real operational efficiency. Learn how Enova transformed daily workflows, plus get an exclusive sneak peek at next-generation tools shaping the future of contact centre agility.

Positive Tension Keynote

Originally broadcasted on Wednesday 14th October 2026, 10:30

Positive tension is the hidden engine of high‑performing teams, and this session allows you to understand how you can utilise this tension effectively in teams/operations and organisations. Drawing on Kate Manton’s global leadership and operations background, we will explore how differences in thinking aren’t conflicts to avoid but the gap that drives better teamwork, decisions, stronger collaboration, and smarter customer operations. 
 

Planning Keynote

Originally broadcasted on Wednesday 14th October 2026, 09:30

Best-in-Class Planning: From Best Practice to Better Decisions
The pace of change in customer operations has never been greater. AI, automation, flexible working and rising customer expectations are changing how organisations plan, allocate resources and make operational decisions. Drawing on the latest Standards Benchmarking Assessments, this keynote explores what genuinely differentiates best-in-class planning teams from the rest. 
 

Verint Technology Showcase

Originally broadcasted on Tuesday 13th October 2026, 12:30

Move Your Shift, Keep Your Coverage
What if an agent could move a 9 a.m. start to noon and make up the hours on Thursday, without sending a single approval request? What happens to service levels when hundreds of agents make changes like that every month? And how do you reward the people who pick up the shifts nobody wants? Verint TimeFlex answers all three with a bot that runs on top of your existing WFM system. It checks every requested change against forecasted volume, capacity and performance in real time, and only lets through the changes the business can absorb.
 

Insight Keynote

Originally broadcasted on Tuesday 13th October 2026, 09:30

Turning Data into Decisions
Data alone does not improve performance. Better decisions do. In this keynote, we further explore the concept of decision systems and explore how people, data and processes work together to turn information into meaningful action and better operational outcomes. 

#RaisingStandards Keynote

Originally broadcasted on Monday 12th October 2026, 10:30

Be Ready to Learn: Turning Learning into Lasting Impact
Learning is about far more than attending a conference, completing a module or gaining new knowledge. The real value comes from creating the time and space to reflect, challenge existing assumptions, apply ideas in practice and share what we discover with others. In this keynote, we explore what it means to be prepared to learn, from understanding how we learn and protecting time for development, to creating the structure, support and momentum that turns learning into action.