In the build up to the Call & Contact Centre Expo 2021 we’re putting on a series of webinars to help keep you up to date with the latest developments in strategies and technologies.

Join us for our webinars and prepare your brand to survive and thrive in the post-lockdown world!


Cisco webex on-demandHow can organisations maintain and improve on the CX delivered when digital first is the new normal?

What you will learn:

1. Learn about the all-new Webex contact centre platform, built for the future of customer experience
2. Dive deep into the architecture and the next-generation technology behind this new platform with our CTO Ryan Plant
3. See how we're integrating IMImobile into this platform to serve as the foundation for all things customer engagement, orchestration and automation







On Demand - PolyAI webinar How Industry-Leading Telcos are using Virtual Assistants to Drive Customer Loyalty and Retention

What you will learn:
1. Explore the key problems with current automated support solutions
2. Demonstrate how you can design an automated customer support solution that delights customers
3. Learn how the UK’s largest telco has deployed a voice assistant for customer service
4. Show how your company can build a voice assistant in as little as 4 weeks
5. See several clips of BT and PolyAI’s voice-based AI conversations in action




On Demand - PolyAI webinar

Why the Cloud-Driven Contact Centre is More Than Technology in 2021

What you will learn:

  1. Gain a better understanding of the current state of the contact centre market

  2. Access to a redefined set of best practices for running a contact centre effectively and efficiently in 2021 with the help of cloud technology.

  3. Hear from 8x8 clients around their contact centre strategy and vision, as well as how they plan to navigate it this year, from both an IT and customer experience viewpoint.




on demandBring Balance to your Contact Centre: How YOU can deliver excellent  customer service against the odds

What you will learn:

1. How customer expectations are evolving in the age of the customer experience

2. How customer service organisations can meet or exceed expectations while keeping costs reasonable

3. How best to enable agents to deliver exceptional customer service

4. The role of technology in empowering individuals and organisations to be outstanding

Build Your Business Around Your Customers: What it takes to be really customer centric

The effects of the pandemic are still on top of mind for businesses. It's been a testing ground for organisations to understand how they can operate in the future. How can companies leverage innovative technology to make a real difference to their bottom line?

As omni-channel solutions become more common, businesses also need to implement management and security tools that help to ensure a consistent quality of service and a secure experience at every customer touchpoint. The agile cloud platform allows businesses to easily add features, like social, workforce optimisation, enabling leaders to have clear visibility into their contact centre’s ability to achieve critical KPIs. It also empowers remote working to maximise agent productivity while allowing seamless engagements across digital channels.

In this session, customers and experts will share their experiences and expertise on the digital gift that keeps on giving.


  • How the post-pandemic is going to affect customer engagement and experience
  • How companies can leverage innovative technology
  • How to engage your customers across multiple channels
  • How to create a personalised experience, in order to scale and differentiate your business.


Customer expectations in the post-pandemic landscape

Evolving customer expectations are being driven by the development of technology and spawning multi-channel connection and engagement, which brands need to keep up with. Lockdown has forced many businesses into online retail/transactions/customer service where they had no presence before and increased demand for online engagement, which is likely to continue post-pandemic.


  • Insights into the challenges and opportunities created by the coronavirus pandemic
  • 'What worked' moments of how businesses responded to the new situation
  • How this experience has helped to shape customer expectations
  • The best ways retailers can prepare their businesses to thrive in the new normal


Want to host your own webinar with us?

Get in touch to find out how you can host your own webinar to reach our community of contact centre professionals as well as their colleagues in IT and line of business roles.