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. 

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. 

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.

The picture above, many will recognise, is the Severn Bridge. It is also the view from my friend’s back garden. It’s a magnificent view and connects England with Wales across a huge and extraordinary expanse of water. Bridges connect places: some are huge, others exceedingly small. Some are incredible feats of engineering, others a plank across a muddy gap. We use the word ‘bridge’ as a verb. Something we do. We ‘bridge the gap,’ and it is the gap that interests me more than the bridge. We ‘abridge’ books, shorten them into easier to access chunks, and it is the parts we choose to include, and exclude, that draws my attention.

Whether you love it or hate it, AI is here. AI has had a bigger impact on Contact Centres than Analytics, WFM, Quality Management, Insight Dashboards, and other technologies we’ve used over the years. It’s as significant in our lives as mobile phones, broadband at home, smart devices and IoT have been.