Keynote: Unlocking Opportunities
Originally broadcast Monday 1st November 2021, 09:30
How has our thinking changed during 2021? Phil Anderson and Dave Vernon, Directors at The Forum will explore the ever-changing business environment and the different approaches being taken to drive forward with improvements.
Keynote: Real Time
Originally broadcast Monday 1st November 2021, 10:30
Paddy Coleman, hear from the founder of QStory, his journey into planning and driving innovation with Real-Time automation
Technology Showcase: QStory
Originally broadcast Monday 1st November 2021, 12:30
David Preece talks about why Agility is the only defence your Contact Centre has against volatility and why Intraday Automation is the key to achieving it.
Keynote: Agent Wellbeing & Mental Health
Originally broadcast Monday 1st November 2021, 13:15
Join Sabio as we explore the #1 megatrend in the customer experience industry that nobody is talking about.
Technology Showcase: Calabrio
Originally broadcast Tuesday 2nd November 2021, 12:30
Ed Creasey discusses how the potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era.
Technology Showcase: NICE
Originally broadcast Tuesday 2nd November 2021, 13:15
Graeme Gabriel and David Kay share practical top tips, tactical insight and strategic vision for digital planning.
Keynote: Investing in People & Technology
Originally broadcast Tuesday 2nd November 2021, 14:15
Mark Brown of Virgin Media and Paul Milloy of Intradiem discuss how investing in people and technology is the key to the future of Customer Service.
Technology Showcase: Sensée
Originally broadcast Wednesday 3rd November 2021, 12:30
A panel discussion on the tools and processes required to deliver flexible work-from-home options for employees, as well as high productivity, cost savings and great CX
Technology Showcase: Machine Learning
Originally broadcast Wednesday 3rd November 2021, 13:15
Getting started with Machine Learning and introduction for analysts.
Technology Showcase: Intradiem
Originally broadcast Wednesday 3rd November 2021, 14:15
The evolution of workforce management with intelligent automation, hear how this has made a real difference at AXA.