High-performing contact centres blend technology with a motivated, well-supported workforce. This session presents how organisations have reimagined agent experience via flexible scheduling, performance feedback tools, AI-powered coaching, and well-being initiatives. Learn how employee engagement links to retention, service quality, and long-term cost management. Practical tips will focus on measuring agent sentiment, identifying burnout risks, and creating continuous learning environments.

Key takeaways:

• Learn how to link agent experience to CX metrics
• Apply AI for coaching, recognition, and feedback
• Find out how to reduce attrition with purposeful workforce design
• Discover how to build resilient and motivated teams

Digital self-service is rapidly becoming the preferred contact channel, but only when it works flawlessly. Join us as we explore how organizations can design intuitive self-service flows across mobile apps, web, and messaging channels, with seamless handoffs to live agents when needed. You’ll discover how automation, knowledge management, and conversational AI work together to deliver real-time, resolution-first experiences. We’ll also explore what metrics matter most to optimize these journeys effectively.

Key takeaways:

• Designing consistent self-service flows across digital channels
• Understanding when and how to escalate to live agents
• Measuring deflection, containment, and customer effort
• Embedding knowledge bases into automated journeys

Supervisors need real-time insight to coach agents, manage queues, and detect service degradation before it affects the customer. This session dives into how live dashboards, sentiment tracking, and performance alerts enable more responsive operations. From queue management to speech analytics, discover how to deliver intelligence in the moment, and not just after the call. We'll also focus on practical steps for integrating real-time analytics into frontline operations.

Key takeaways:

• Using real-time analytics for queue and channel management
• Triggering proactive coaching and escalation alerts
• Visualizing sentiment trends mid-call and across sessions
• Aligning live ops with performance, QA, and WFM

Agent engagement and performance are critical differentiators in delivering a superior customer experience. Join us as we explore howto use technology, coaching, and flexible working models to create a more empowered and resilient agent workforce. From AI-assisted performance management to gamification and wellness monitoring, explore how modern tools are improving employee satisfaction and retention and gain insights on how agent experience directly correlates with CX outcomes and operational KPIs.

Key takeaways:

• Linking agent wellbeing with NPS, CSAT, and FCR metrics
• Using technology to reduce agent effort and cognitive load
• Building performance dashboards agents actually use
• Encouraging self-development and real-time feedback loops