For our 22nd year, we focus on the opportunity we have, as professionals, to drive successful improvements, whether in planning, insight, or customer experience. This Best Practice theme for 2022 represents the next stage of this coming of age for our professional disciplines.

So, we invite you to consider your moments of truth. What makes you confident to succeed?

Alvaria, the world leader in enterprise-scale customer experience and workforce engagement management, recently introduced Alvaria Real Time Optimizer, a new cloud application of the Alvaria Workforce Engagement Management Suite that enhances the contact centre agent experience. 

We all want a positive customer experience in our contact centres. Often, this can only be achieved when your staff are motivated, engaged, and experience the work-life balance they require. Companies are seeing the importance of the overall wellbeing of their staff at all levels – and there’s no one-size-fits-all approach. Calabrio’s Workforce Wellbeing Recovery Toolkit provides insights and resources to help identify common challenges and provide ideas for improvements that will positively impact employees, as well as customers.

Let’s focus in 2022 on the opportunity we have, as professionals, to drive improvement, whether in planning, insight, or customer experience. These articles will inspire you, with a new outlook on the challenges we face at the moment, and what this might draw out of us, as we dare to step forward in our roles. Focus on learning: if we stand still, we will find it even harder to adapt. Explore some of the popular topics and approaches in our Learning Academy. Find out about our 2022 Award Finalists and how they achieved success.