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: Calabrio

Originally Broadcast Tuesday 14th October, 12:30

What if supervisors and agents could chat to your WFM solution? What if resolving staffing issues took just one click? Workforce management (WFM) is entering a new era. Artificial intelligence is transforming the process of forecasting, scheduling, and employee engagement. In this session, Scott Budding from Calabrio unveils new Gen-AI capabilities with their award winning WFM including Agent and Supervisor Assist and Predictive Actions. The future of WFM is Workforce Intelligence.

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.

Endnote

Action guarantees learning. And learning drives progress. To keep Raising Standards we need to keep learning and keep drive action

It’s not the ideas in our head that raise standards, it’s what you do with the ideas. Without action, the best ideas gather dust. Without learning, action becomes guesswork. And without reflection, we repeat the same mistakes. This endnote gives us the opportunity to reflect on the week of learning at our virtual conference and turn our ideas into impact.

Keynote: Planning

Understanding the Planning operating system, driving outcomes and behaviours not completing tasks and checklists. This keynote will explore what it truly means to build a best-in-class planning function, drawing on real-world insights from workforce forecasting, scheduling, and real-time operations.

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