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

The front office is where customer experience begins, but too often organisations automate only the conversation while leaving the fulfilment disconnected. This session explores how combining CCaaS engagement platforms with ServiceNow’s system of action creates true end-to-end automation – delivering outcomes in seconds rather than days.

• Reframe automation strategy: from “simple vs. complex” to “transactional vs. relational”
• Discover how to connect conversational AI to middle and back-office workflows for true outcome delivery
• Learn about diverse case studies showing order-of-magnitude improvements in resolution times
• Find out more about the role of agentic AI in proactive engagement, predictive service, and personalisation

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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