UK Customer Connect On-Demand

Join Martin Teasdale, host of Get out of Wrap, for an inspiring session on the power of engaged and fulfilled contact centre teams. Martin will challenge traditional performance mindsets and reveal how CX leaders can achieve both their service level KPIs and revenue goals by focusing on their most valuable asset – people. He’ll explore the shift from contact centre “jobs” to meaningful careers, sharing real-world success stories from leading brands he’s worked with throughout his career.

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Step inside Macmillan Cancer Support’s contact centre to see how they deliver life-changing conversations at scale.

In this panel, discover how they blend empathy and innovation to stand out in a competitive fundraising landscape – equipping teams for emotionally charged interactions, staying agile with intelligent workforce tools, and building trust with every call. A rare look at how technology powers compassion and turns care into action.

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Dave Vernon, Director at The Forum shares the results of The Forum’s recent Benchmarking across Absence, Attrition, Shrinkage, Service Levels, Average Speed of Answer discussing what do the numbers mean and how can you compare your business against others?

This session will give you figures to consider but the focus will be on the narrative that goes side by side with any figures. It is important we tell the story of these numbers and give context as we compare and contrast against our own organisation.

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Go behind the scenes with John Lewis Partnership as their Operational Delivery Lead shares how they’re enhancing colleague experience, improving service quality, and making smarter, data-led decisions using Calabrio. Discover how they’re optimising operations at scale across both planning and performance – while staying agile in a fast-paced retail environment. Expect practical insights, honest reflections, and inspiration for how you can unlock more value from your Calabrio investment.

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Get an exclusive look at what’s next for Calabrio ONE suite. In this forward-looking session, Ritu Maheshwari, VP of Product at Calabrio, and Florian Garnier, Senior Product Marketing Manager, will unveil upcoming innovations across AI, agent engagement, and analytics, designed to help you optimise performance, streamline operations, and better support your teams. Whether you’re planning for tomorrow or solving for today, this roadmap session will give you the strategic insight to stay one step ahead.

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Join Scott Budding as we explore how AI is augmenting, not replacing, the roles of WFM and QM teams. Discover how smarter automation empowers agents, enhances planning and quality processes, and drives better outcomes for customers and employees alike. As we shift away from traditional, inherited metrics, this session will also challenge you to rethink your KPIs within our WFM & QM teams specifically. Are you measuring what truly matters, or just what you always have? It’s time to refocus on the key in Key Performance Indicators and align metrics with meaningful business and human outcomes.

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