2021 Programme (2022 coming soon)



How to Avoid a CX Strategy Flatline by Embracing the New Hybrid

16 Nov 2021
The Evolving Contact Centre Theatre
Your contact centre is your lifeline and your agents (virtual or human) your first responders – without transformation, you risk flat-lining! Join Onecom and Five9 for a quick-fire panel discussion on some of the more creative routes to delivering simply brilliant CX as part of a ‘new hybrid' model and discover ways to keep your live agents motivated, whilst protecting their mental health and wellbeing. Whether you're looking to make productivity gains through automation, make information easier for customers to access, or add gamification to your roadmap - it's time to deliver the experience your customers expect and free up your agents to focus on higher value work. Our panellists will work through real-life examples of customer CX success across the past 12 months including lessons learned and the ROI metrics which cemented their continuous transformation, enabling a seamless transition to an advanced hybrid working model.
Colin Campbell, Strategic Acquisitions Director - Onecom
Thomas John, VP EMEA Channels - Five9

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