Originally broadcast on Tuesday 17th March, 12:30

From Excel to Execution: A New Way to Plan Capacity
Most contact centres still rely on spreadsheets to plan capacity and staffing, even though the pace of change has outgrown static models. In this 45-minute joint technology workshop, Aspect and Cinareo will show why moving beyond Excel is no longer optional, and what good capacity planning discipline looks like in practice.

Originally broadcast on Monday 16th March, 13:30

Join Hiya for a focused session on Branded Calling and how verified, identifiable outbound calls are transforming customer communication. As trust becomes critical to engagement, branded calling helps organizations improve answer rates, reduce call hesitation, and build confidence at the moment of contact. We’ll explore why it matters, how it aligns with evolving customer expectations, and practical ways to strengthen voice engagement.

2026 marks an inflection point for Customer Operations. Technology is accelerating, expectations are rising, and the organisations that thrive will be those willing to reset how they think and redefine how they work. But this shift is not simply about adopting new tools or reorganising teams. It requires something deeper:

A change in mindset, and a recognition that every decision touches a system, a living, interdependent system of people, processes, technology, and culture. For too long, our industry has tried to fix problems through isolated initiatives: new KPIs, new tech, new dashboards, new processes. But as many of the articles in this guide show, these interventions rarely land if the underlying system is unchanged.