Agentic AI in Practice: Transforming Contact Centres and Beyond

Agentic AI marks a new era in enterprise automation. Unlike traditional bots or scripted workflows, Agentic AI introduces autonomous digital agents that can reason, adapt and act independently within defined boundaries. These agents are not just reactive tools; they are proactive collaborators, capable of navigating complex tasks, learning from interactions and driving measurable outcomes.

This article explores how Agentic AI is reshaping contact centres, from customer experience and service delivery to planning and operational improvement. It will also highlight broader applications across sectors.

Categories: Library

RESET | REDEFINING

Across Customer Operations and Resource Planning, there is a growing realisation: we are still relying on outdated assumptions, legacy habits, and inherited “best practices” that no longer fit the complexity of today, let alone the volatility of tomorrow. To prepare for 2026 and beyond, organisations need more than incremental improvement.

Categories: Library

Benchmarking Sickness: Resetting How We Read the Numbers

Our latest shrinkage benchmarking survey shows average sickness absence at around 8%. At first glance, this appears higher than last year’s 7.6%, suggesting an upward trend. That conclusion would be misleading.

Categories: Library

Reset | Redefining Outsourcing

From Procurement Decision to Professional Discipline

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.

Categories: Library, Outsourcing

Workshop: Why a ‘reset’ in vulnerability customer service is necessary now

Orginally broadcasted on Thursday 19th March, 14:30

In this session, Helen Pettifer will explore why traditional approaches to vulnerability are no longer fit for today’s customer landscape. Vulnerability has not simply increased — it has changed in nature, complexity and visibility.

Categories: Library, 2026 Spring CSP Virtual

Workshop: Opensource Tooling & Methods

Originally broadcasted on Thursday 19th March, 13:30

Whilst Excel remains the original example of “Open Source Tooling” in our industry it does come with its limitations. In this session we will discuss how tools such as “Python” “R” and “Shiny” can be utilised within planning and insight and the benefits they can bring. This session will feature expert input from Phil Stubbs from Atlantic insight.

Categories: Library, 2026 Spring CSP Virtual

Workshop: Data Principles in a CCaaS World

Originally broadcasted on Thursday 19th March, 10:30

This session highlights the essential principles needed to manage, govern, and activate data in a cloud‑native environment and discussed the differences from how data is presented from on premise platforms.

Categories: Library, 2026 Spring CSP Virtual

Keynote: Redefining Data, Analytics & Insight

Originally broadcasted on Thursday 19th March, 09:30

Resetting Insight explores how data, analytics and AI are moving from reporting to responsible, autonomous decision-making, and how organisations can embed insight directly into the systems that shape customer and colleague experiences.

Categories: Library, 2026 Spring CSP Virtual

Workshop: Automated Quality

Originally broadcasted on Wednesday 18th March, 15:30

Automated Quality gives us the chance to reset what QA exists to do. This session looks beyond automation as efficiency, and instead explores how redefining the QA role can unlock greater value, shifting focus from checking interactions to shaping performance, insight and outcomes.

Categories: Library, 2026 Spring CSP Virtual

Technology Showcase

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.

Categories: Library, 2026 Spring CSP Virtual

Keynote: Redefining Operational Improvement

Wednesday 18th March, 09:30am

Originally broadcasted on Wednesday 18th March, 09:30

Resetting Improvement explores how Quality, Learning, Knowledge and Continuous Improvement must evolve for a new era of customer operations, moving beyond legacy habits and outdated metrics toward adaptive frameworks, evidence‑based readiness and human‑centred performance that can thrive in the complexity of 2026 and beyond.

Categories: Library, 2026 Spring CSP Virtual

Workshop: Redefining Real-Time

Originally broadcast on Tuesday 17th March, 15:30

Organisations that invest only in automation will create faster operations. Organisations that invest in people + AI + learning cultures will create smarter, fairer, and more resilient systems.

Categories: Library, 2026 Spring CSP Virtual

Job vacancies

Agentic AI in Practice: Transforming Contact Centres and Beyond

RESET | REDEFINING

Benchmarking Sickness: Resetting How We Read the Numbers

Reset | Redefining Outsourcing

From Procurement Decision to Professional Discipline

Workshop: Why a ‘reset’ in vulnerability customer service is necessary now

Workshop: Opensource Tooling & Methods

Workshop: Data Principles in a CCaaS World

Keynote: Redefining Data, Analytics & Insight

Workshop: Automated Quality

Technology Showcase

Keynote: Redefining Operational Improvement

Wednesday 18th March, 09:30am

Workshop: Redefining Real-Time

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