Supported by:
Join us for a powerful day designed to equip strategic contact centre leaders — including C-suite executives, Directors, and senior decision-makers — with the tools and insights to unlock the true potential of their operations.
Featuring an energising keynote on transforming your contact centre from a hidden cost to a strategic powerhouse, real-world case studies on data-driven decision-making and driving efficiency through change, and lively roundtable discussions on leadership and AI, this summit is packed with practical advice and inspiration.
Connect with like-minded senior leaders and leave with actionable strategies to reposition your contact centre as a true driver of business value, growth, and sustainability. Plus, enjoy plenty of networking opportunities to share ideas and build lasting connections.
Networking
Welcome
Keynote: Liquid Gold: Tapping the True Power Inside Your Contact Centre
Buried inside your contact centre is something far more valuable than you realise: real-time insights, emotional loyalty triggers, and commercial firepower.
But most businesses are sitting on this treasure without knowing how to use it.
In this energising keynote, Vinay Parmar challenges conventional thinking about the role of the contact centre, showing how to transform operational data into strategic influence, build trust that fuels growth, and turn frontline experience into unstoppable momentum across the business.
It’s time to stop being the forgotten department — and start leading the charge.
Case Study: Driving Efficiency Through Change
With the data available from customers and through colleague feedback.
Roundtable Discussion: Your Role as a Contact Centre Leader
Networking Lunch
Debate: Migrating from Cost to Genuine Value Centre
Is your contact centre still seen as a cost to the business, despite other functional areas starting to benefit from some of the value that the operation can bring them?
We’ll be discussing how we can migrating both the perception and the reality of the contact centre from being seen as a significant cost centre to a function that generates genuine business value that can be a powerful vehicle for sustainability and growth.
Hosted by Leigh Hopwood, CEO, CCMA with:
Roundtable Discussion: Is AI the answer?
Case Study: Driving Value Through Data Driven Decisions.
Whether it’s investment in AI or improved processes, the pressure is on to make contact centres more efficient as budgets are scrutinised. Jason will share their experience and advice on how to drive up efficiencies, the levers to pull and the impact change can have on contact centre performance.
Q&A + Final Thoughts
As a round up to the day, you’ll have an opportunity to raise questions of all the days speakers and share your comments and learnings from the day.
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