Events: Future of the Contact Centre Conference

Future of the Contact Centre Conference

The Technological Evolution of Customer Contact in a Rapidly Changing Consumer Environment

Contact centres in the traditional sense are changing and in 2020 it was said that some contact centres made more changes in 10-weeks than they had in 20 years.

The role of the agent is also changing as AI and automation infuse the contact centre with bots with empathy, speech analytics and non-human agents that speak in a tone so advanced, that customers will not even be aware they are dealing with robotics. In today’s increasingly digital world though, human interaction is a necessity rather than a luxury and superagents with specialist skills or a deep interest in a brand’s products or services are emerging – the future of call centre will be a mix of AI and human interaction.

Our CPD accredited virtual Future of the Contact Centre conference will bring into sharp focus these profound changes in the world of customer contact and highlight the evolving mix of technologies, processes and people in an uncertain business environment.

The seventh Future of the Contact Centre conference in 2022 is designed to deliver to our delegates, through a mix of case studies, panel discussions and in-depth interviews with industry leaders, a raft of world-class content in a virtual environment – where they will come away with the tools and techniques to deliver successful contact centre strategies for the future, where the human experience of engaging with such ground-breaking robotics and AI driven technology is as strong, if not stronger, than dealing with an actual human.

LIVE UPDATE: Our 2022 events are planned as hybrid venue based conferences, providing both best in class live virtual access and an exciting totally revamped onsite experience, we believe this new format will ensure they will be the best events we’ve organised. The format is of course subject to government guidelines and social distancing at the time of the event. We will have comprehensive measures in place ensuring the safety of all those involved including our delegates, speakers and sponsors. We are more excited than ever and look forward to seeing you – whether that be virtually or in London in person.

One Day Event

Roundtable Sessions

Case Study Presentations

Network with Peers

1-2-1 Meetings

20 Exclusive Presentations

2022 Topic Streams

2021 Studio Chairs

Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder Click to read more...
Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Rescue Officer Click to read more...

2021 Speakers

Yasser El-Haggan

Yasser El-Haggan

Amazon Web Services Head WW Solutions Architecture, Productivity Apps Click to read more...
Renzo Urzua

Renzo Urzua

Mastercard Global Contact Center Training Manager Click to read more...
Ian Webber-Rostron

Ian Webber-Rostron

Missguided Head of Customer Care Click to read more...
Paul Joesbury

Paul Joesbury

Homeserve Commercial Operations Director Click to read more...
Alison Hanson

Alison Hanson

HomeServe Director of Operational Excellence Click to read more...
Mark Billingham

Mark Billingham

The Very Group Group Customer Operations Director and COO Click to read more...
Danni Rush

Danni Rush

Chief Customer Officer Virgin Experience Days Click to read more...
Claire Honeyman

Claire Honeyman

Virgin Experience Days Head of Customer Experience Click to read more...
David Ashmore

David Ashmore

Coventry City Council Director Housing and Transformation Click to read more...
Michael McCarthy

Michael McCarthy

Virgin Media Ireland Vice President Customer Click to read more...