Theatre 10
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Theatre 10: Sponsored By Heyware

The #1 Quality Assurance software

Our Agent Lifecycle gives you a full lifetime overview, our transaction monitoring and calibration software supports international best practices methodologies and we provide an industry leading adaptive learning system.

Wedneday 21st March

Thursday 22nd March


11.00 - 11.30

Rolf Adamson

How high performance organisations increase CSAT while decrease costs

Get insights into how high performing, customer centric organisations work with quality and knowledge processes. These processes ensure consistent high levels of Customer Satisfaction as well as provide insights into the drivers of business performance. Turning a touchpoint into listening posts is crucial for companies who want to achieve consistent high Customer Satisfaction. You will get practical, hands-on examples of how to approach implementation of effective quality and knowledge processes.


11.45 - 12.15

Chris Dealy

Successfully Implementing WFM in a Busy Contact Centre: 12 Top Tips

Sounds familiar? You’re using Excel for forecasting and scheduling. So far it worked OK, but increasingly spreadsheets just don’t cut it. You know that WFM would make all the difference but you’re already working flat out and setting up a new system is the last thing you need. It doesn’t have to be like that! Attend this session for some actionable takeaways for getting results from WFM in record time.


12.30 - 13.00

Jiggs O’Sullivan and Beverley McIntyre


Why do so many organisations of all sizes choose to outsource their contact centre operations, and how do they go about ensuring a highly effective outsourced partnership? In this highly informative and engaging 30 minute seminar Jiggs and Beverley will draw upon their vast industry experience to explore all the key pros and cons of both outsourcing and insourcing, which will help you decide what is best for your organisation.


13.15 - 13.45

Charles Alwyin with Industry Experts

Cloud Contact Centre - What’s Next?


14.00 - 14.30

Jay Blazensky

Speech Analytics for the Cloud

Artificial intelligence has changed the type of analytics businesses now have access to and make decisions based on. With predictive analytics models for complex events, and a flexible API to create categories and complex queries, automating call scoring is more accurate and easy than ever before. Discover what your contact center can detect


14.45 - 15.15

Felix Winstone

The End of Phone Numbers? Understanding Website-Based Voice Calling

WebRTC enables customer voice calls to be embedded into websites. With ‘webcalling’, interaction data goes beyond the ‘From’ caller ID offered by inbound phone calls, instead offering data and multimedia tools to enhance customer service. Contextual browser-based calls from smartphones, tablets and desktops will replace traditional PSTN calls from voice-only telephones. This seminar details how this new world will look and how organisations might evaluate their ‘webcalling’ strategy.


15.30 - 16.00

Joshua March

The Future of Customer Service in the Era of Mobile Messaging and AI

The old service model of delight-at-all-costs is out and a new model of low-effort, low-friction service powered by mobile phones and social media is here to stay. Social messaging and artificial intelligence (AI) are ready and waiting for customer service leaders to use in the race to serve customers faster, better, and more efficiently than ever before.


16.15 - 16.45

Concetta Balestra Fagan, Ph.D

Designing customer interaction experiences from the consumer point of view.

Over 40% of customers are already frustrated before they reach out to an organization to resolve issue. Consumers want to get things done quickly and easily and their expectations are at an all-time high – no matter the channel they use to get there. Lower levels of customer effort have shown to increase customer satisfaction, brand loyalty and revenue opportunities. Are your customers satisfied with the path you put them on or do they see it more like navigating a maze?