Discover how ALZA - the largest e commerce company in the Czech Republic, Slovakia, and Hungary - uses CallMiner’s OmniAgent to automate customer interactions and improve customer experience. In this session, Lenka Bartizalová will share real examples of how automation and AI help ALZA respond faster, reduce workload for agents, and deliver better service for millions of customers.

This session you will :
 - Gain insights into measurable CX improvements, such as faster resolution, higher customer satisfaction, and reduced operational bottlenecks
 - Understand how intelligent automation frees agents to focus on delivering better, more personalised experiences
 - Discover practical strategies for using automation and AI to scale customer experience to meet growing demands

In today’s contact centers, scheduling is no longer just about filling shifts, it’s about empowering people, building flexibility, and creating an environment where agents feel engaged and supported. Because when agents are happier, they deliver a better experience for your customers.

That’s precisely what Lego, The AA, and Macmillan Cancer Support - all proud Calabrio customers - are doing. And now, they’re coming together to share how they’re rethinking forecasting and scheduling to create better outcomes for both their agents and their organizations.

In this session, you’ll hear how these leading brands are tackling some of the biggest challenges in workforce management.

Whether you’re a WFM leader or contact centre manager, you’ll walk away with real-world insights and practical ideas to build a smarter, people-first scheduling strategy that leads to happier agents and stronger results.

In this final session of the 2025 Virtual Best Practice Showcase, we’ll be discussing this year’s Rising Stars – ​​​​​​talented professionals who’ve turned being new into a superpower.

Through these stories we’ll explore how curiosity, rapid learning, and fresh perspective can drive innovation, challenge the status quo, and spark lasting change. From automating processes to reshaping reporting and improving onboarding, these Rising Stars show that bold questions and small actions can create big impact.

This session is a celebration of what happens when new voices lead the way.

Real change happens when people come together with a shared purpose, to identify gaps, seize opportunities, and deliver on customer and employee expectations.
Since the year 2000, we've seen organisations develop smarter performance assessments, targeted development strategies, and Knowledge bases that don’t just store information, they spark transformation.

What if your contact centre conversations held the key to more informed forecasts, smarter scheduling, and fewer repeat contacts? 
In this insight-packed webinar, Business Systems’ CX Consultants explore 5 powerful ways interaction analytics is reshaping workforce planning in 2025. You’ll hear from WFM and speech analytics experts on how forward-thinking resource planning leaders can harness conversation insight, using it to improve everything from repeat contacts to agent coaching.