VIRTUAL CONFERENCE

Contact Center Performance Summit

Wednesday 15th October, 2pm BST

Our flagship virtual summit is over for another year – and what a day it was!

We covered the most pressing issues facing contact centers today – from improving Quality strategy, to rapidly evolving tech and teams.

Missed out? You can watch the talks on-demand to catch up.

Watch on-demand

Agenda

14:00 – Welcome

Get yourself checked into the lobby, tell us where in the world you’re joining us from. We’ll get you geared up for the day with a welcome address that sets the scene for the next few hours. See you there!

14:05 – Why the success of customer experience is built on quality

Jaime Scott, CEO at evaluagent

Customer experience excellence doesn’t happen by accident, it’s built on a foundation of quality. In this opening keynote, evaluagent CEO Jaime Scott explores how quality assurance can underpin successful CX strategies and have influence far beyond the contact center alone.

See how you can turn your quality assurance program into a competitive advantage.

14.30 – Empathy in the age of AI: Balancing efficiency with humanity to drive CX

Sandra Thompson, CEO and Founder of Ei Evolution

As AI continues to reshape customer service, where does that leave the human touch? In this thought-provoking presentation, empathy and CX expert Sandra Thompson explores how contact centres can strike the right balance between automation and authentic human connection. Discover why empathy isn’t a nice-to-have – it’s a competitive advantage in a tech-driven world.

Expect an interactive session that’ll get you thinking about the true place of AI alongside humans.

15:00 – Panel – How quality insights become mission critical for your entire business

With Sophie Cotton, Chief Customer Officer at Newstel
Andrew Smith, Head of Customer Outcomes at 1st Central
Hosted by Michelle Dinsmore, Chief of Staff at evaluagent

Join us for a panel discussion on how quality assurance can evolve from a contact centre function into a strategic driver of change across the entire business.

Michelle, Andrew and Sophie will explore how quality data, when used effectively, can inform everything from product development and compliance to CX strategy and cross-team performance – proving that QA isn’t just about fixing issues, but uncovering the insights that move the whole organisation forward.

Ideal if you’re looking to learn from people who have ‘been there, done that’ when it comes to improving CX with QA insights in a busy operation.

15:45 – De-cluttering your data: focusing on the metrics that truly drive improvement

Nerys Corfield, Independent Contact Centre Consultant, and Matt Jones, Head of Product at evaluagent

Too many contact centres are tracking metrics that look good on paper, but don’t drive real improvement. In this session, Matt talks to Nerys about moving beyond vanity metrics and focusing on the insights that truly matter – the ones that lead to meaningful change across your team and business.

A great session for pragmatic tips and clarity on next steps.

16:15 – Break

Take a moment to stretch, top up your refreshments, and share your favourite takeaways so far with other attendees in the Lobby.

16:30 – Team Leaders = Performance Leaders: why you can’t fix the frontline without them

Martin Teasdale, Founder of The Team Leader Community and Host of Get Out of Wrap podcast

Team leaders are often caught in the middle – managing upwards, coaching downwards, and firefighting in between. In this session, Martin Teasdale shares how to refocus the team leader role to be a strategic driver of contact center performance. Discover how to support their growth, reduce pressure, and elevate the impact they have on every metric that matters.

A Summit favorite in 2024, Martin is back with his trademark wit, energy and interactivity.

17:00 – From hype to reality: The true impact of AI on the contact center

Callan Shebella, CEO Inference Solutions

No area in modern technology is more hyped than Artificial Intelligence — and nowhere is that hype more concentrated than in the contact center. But while AI may seem like a recent disruptor, its influence on the contact center is anything but new.

In this session, Callan Schebella will trace the evolution of AI and machine learning in the contact center, highlighting the areas where these technologies have delivered real, measurable impact — and calling out the places where hype has outpaced reality. With a background spanning research and entrepreneurship to executive leadership, Callan brings a uniquely informed perspective.

Watch on demand

Catch up on everything you missed from industry-leading voices – access the recordings from the event today.

Access recordings

Meet your speakers

Nerys Corfield, Director at Injection Consulting

Callan Schebella, CEO at Inference Solutions

Sandra Thompson, CEO and Founder of Ei Evolution

Martin Teasdale, Founder of the Team Leader Community

Sophie Cotton, Chief Customer Officer at Newstel

Andrew Smith, Head of Customer Outcomes at 1st Central

Matt Jones, Head of Product at evaluagent

Jaime Scott, CEO at evaluagent

Michelle Dinsmore, Chief of Staff at evaluagent

“Very informative; provided good insight into the likely future, which means we can begin preparing for that future now instead of playing catch up later.”

“Thank you very much for such an interesting Summit. I think we all face similar challenges.”

“I had intended to listen to this in the background – but I’ve watched it right the way through!”

“Thanks for a great afternoon, very informative and positive for the future.”

“Wow, a packed day of events! So much knowledge and insight shared, thanks so much”

Frequently asked questions

How much do tickets cost?
Nothing! evaluagent hosts this event for free.

Who is the Contact Center Performance Summit for?
The Summit is ideally suited to contact center leaders, as well as those working specifically in Quality and Customer Experience. If that’s not you, you’re still welcome to come along and see what your peers are saying.

I have to miss some of the sessions – can I catch up?
While we’d love for you to stay for the whole event, we appreciate you’re busy. You can dip in and out of sessions as necessary. Should you miss a session you wanted to attend, you’ll be able to catch up with recordings. These will be available after the event.

Can I invite colleagues?
Of course! Simply ask them to register their details for their own unique Join Link.

What if I encounter technical issues on the day?
There will be support available through the virtual event platform. Look for assistance options provided within the platform.