Contact Centre & Customer Services Summit Event Guide

9 T H & 10TH S EPTEMBER 2 0 2 4 HILTON MANCHESTER DEANSGATE

CONTENTS

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e’re delighted that you have chosen to join us at the Contact Centre & Customer Services Summit – a unique event, tailor-made to meet your individual requirements.

We have carefully planned out your itinerary to ensure your time here is worthwhile: Connect with businesses relevant to your current and forthcoming projects in our matchmade one-to-one meetings.

And let’s not forget the networking – we’ve created a relaxed environment for you to form new partnerships, with ample opportunities to mix with peers during the buffet lunch, coffee breaks and networking dinner!

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Our Partners

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Itinerary

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‘Why knowledge management is a cornerstone of contact centre success’

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Seminars

‘Two-thirds of public would prefer companies didn’t use AI for customer service’ Delegates

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‘VIRTUAL CONTACT CENTRE: Define your needs, choose the best solutions’

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Dates for your Diary

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Supplier Directory

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Contact Centre and Customer Services Summit Networking Community

For more information about our event, contact: Mark Connell - Contact Centre Portfolio Manager on 01992 374083 or m.connell@forumevents.co.uk Lucia Alio - Portfolio Delegate Manager on 01992 374068 or l.alio@forumevents.co.uk

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Partners & Supporters

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ITINERARY MONDAY 9TH SEPTEMBER

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08.45 - 09.30

Opening Presentation ‘A recipe for contact centre operational excellence’ Kate Law CCMA Deansgate 3

09.45 - 10.30

Seminar ‘Case study: Transforming CX with video - Is video the missing piece of the communications puzzle?’

Liz Ross | Premier CX Nina Kay | BPP Patrick Stephenson | BPP Deansgate 3

10.40 - 13.15

Face to Face Meetings Deansgate 1&2

13.15 - 14.15

Networking Buffet Lunch Podium Restaurant

14.15 - 16.50

Face to Face Meetings Deansgate 1&2

17.00 - 17.45

Seminar ‘Could automation be sending your customers to competitors?”

Martin Brown FM OUTSOURCE Deansgate 3

19.30 - 20.00

Pre Dinner Drinks Deansgate Foyer

20.00 - 23.00

Networking Evening Dinner Deansgate 3

ITINERARY TUESDAY 10TH SEPTEMBER

07.30 - 08.45

Breakfast Podium Restaurant

09.00 - 09.45

Opening Presentation ‘Is Your Customer Service Stuck in the Past?’

Balroop Bhogal & Michael Johnson FRESHWORKS Deansgate 3

09.55 - 13.00

Face to Face Meetings Deansgate 1&2

13.00 - 14.00

Networking Buffet Lunch Podium Restaurant

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WHY KNOWLEDGE MANAGEMENT IS A CORNERSTONE OF CONTACT CENTRE SUCCESS

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nowledge management has emerged as a critical strategic asset. It involves capturing, organising, and sharing information to improve decision-making, enhance efficiency, and drive innovation. For organisations across all industries – not just contact centres – effective knowledge management is essential for achieving longterm success...

The Benefits of Knowledge Management • Improved Decision Making: Access to relevant and up-todate information empowers employees to make informed decisions.

• Enhanced Efficiency: Streamlined processes and reduced search times lead to increased productivity.

• Innovation and Creativity: A culture of knowledge sharing fosters collaboration and sparks new ideas.

• Risk Mitigation: Proper knowledge management can help identify and mitigate risks.

• Customer Satisfaction: Well-informed employees can provide better customer service, leading to increased satisfaction.

Knowledge Management in Contact Centres and Customer Service Contact centres are hubs of information, handling a wide range of customer inquiries and requests. Effective knowledge management is crucial for ensuring that agents have access to the information they need to provide excellent service.

Key Considerations for Contact Centres • Centralized Knowledge Base: Create a centralized repository for storing and organizing information, such

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Contact centres are hubs of information, handling a wide range of customer inquiries and requests.

Effective knowledge management is crucial for ensuring that agents have access to the information they need to provide excellent service”.

as FAQs, product manuals, and troubleshooting guides.

• Knowledge Sharing Tools: Implement tools for easy knowledge sharing among agents, such as collaboration platforms and forums.

• Training and Development: Provide ongoing training and development opportunities to ensure agents have the necessary knowledge and skills.

• Quality Assurance: Monitor agent performance and provide feedback to identify knowledge gaps and areas for improvement.

• Customer Feedback: Gather customer feedback to identify frequently asked questions and update the knowledge base accordingly.

• Integration with Other Systems: Integrate the knowledge base with other systems, such as CRM and ticketing systems, for seamless access and workflow.

By prioritising knowledge management, contact centers can empower agents to provide exceptional customer service,reduce handling times, and improve overall efficiency.

Best Practices for Knowledge Management • Culture of Learning: Foster a culture that values knowledge sharing and continuous learning.

• Quality Assurance: Implement quality control measures to ensure the accuracy and relevance of information.

• Accessibility: Make knowledge readily accessible to all employees, regardless of their location or device.

• Regular Updates: Keep the knowledge base up-to-date with the latest information and changes.

• Measurement and Evaluation: Track the effectiveness of knowledge management initiatives and make necessary adjustments.

By adopting a comprehensive knowledge management approach, organisations can unlock the full potential of their workforce and drive business success.

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OUTSOURCING PARTNER OF CHOICE SINCE 2009 Growing With You Since 2009, Noon Dalton has been the go-to outsourced partner for hundreds of businesses, providing customer and back-office support that increases customer engagement, productivity and profits.

Dedicated and Flexible Starting from 3, we build and grow with you. We recruit based on your needs, considering all requirements, including location and operating hours, before proposing a solution.

Tech-Enabled Noon Dalton is dedicated to continuous improvement, which often means combining technology with skilled individuals to achieve efficiency, progress, and adaptability.

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On average, our clients save between 45% and 60% when using outsourced teams rather than hiring locally. By outsourcing admin tasks, in-house teams become more productive and profitable.

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We support and encourage both professional and personal development programmes as part of our core values and ethos.

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SEMINARS MONDAY 9TH SEPTEMBER

08.45 – 09.30

“A recipe for contact centre operational excellence” With five core ingredients: culture, strategy, colleague, operation and customer, add a touch of engagement, innovation, impact and commercialism, and you have a recipe for contact centre operational excellence. CCMA’s Membership and Learning Director, Kate Law, will share.

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Kate Law Research Director CCMA

09.45 – 10.30

A framework for finding your pathway to operational excellence How contact centres are using the framework to focus investment and effort The importance of getting the set up and structure of your operation just right A flavour of how benchmarking KPIs can help refine your journey

Kate Law, as the Membership and Learning Director at the CCMA (Call Centre Management Association), Kate is drawing on her 20 years’ working in the contact centre industry in order to further support its members.

Prior to the CCMA, Kate was working at Assurant for ten years and in her last role as Customer Services Director, she was responsible for two contact centres and multiple outsource partners across Europe. Kate’s experience also includes time working in the contact centres at Vodafone and Advantis Credit, and also working for contact centre recruiters and training providers.

“Case study: Transforming CX with video - Is video the missing piece of the communications puzzle?”

How deploying video helped BPP enhance audience reach, deflect calls and boost self-service.

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Liz Ross Senior Creative Account Manager Premier CX Nina Kay Head of Customer Experience BPP Patrick Stephenson Student Communications Manager BPP

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From text to screen: Converting essential communications into impactful videos Inclusive outreach: Enhancing accessibility for all students especially neurodiverse & multi-national students Strategic messaging: Crafting video content to effectively support students, staff and the BPP brand

Liz Ross, born in Zimbabwe, relocated to Scotland when she was a small child. Liz studied English and History of Art before doing a postgrad in Journalism. Inprevious incarnations, she’s been a jeweller, a newspaper journalist and a voice over artist before joining PremierCX. Throughout her career, Liz has been driven to provide the best possible customer experience. And it’s this ethos and skill set that she brings to Premier CX working with some very high-profile clients.

Nina Kay has been at BPP for over 16 years and the majority of her time was spent managing multiple support teams within the Contact Centre. Most recently shehas transitioned into CX which over the last 2 years has been a new concept for BPP, where she now leads on group wide projects ensuring that our studentsreceive the best experience possible.

Patrick Stephenson is a Student Communications Manager working within the Customer Experience team at BPP. He manages the effectiveness of communications andensures messaging helps to achieve business objectives.

SEMINARS MONDAY 9TH SEPTEMBER

17.00 - 17.45

“Could automation be sending your customers to competitors?”

Technology has dramatically changed the customer journey but are we losing our way?

Is automation annoying customers and sending them elsewhere?

Martin Brown Managing Director FM Outsource

Martin Brown is one of the founders at FM Outsource and his main passion is around the changing face of customer service. With over 20 years in the industry, he is a true veteran. A self-confessed nerd with a strong background in digital, tech and finance, he is passionate about helping clients prepare their businesses for future change. Martin has seen how technology can impact different industries and sees the customer service sector as largely unprepared. Customer service requirements as radically changing in the here and now. He has worked with impressive household names such as Superdrug and Asos to help transform their customer service through tech, outsourcing and consultancy. Martin is also one of the founders of the customer service communications tool, Gnatta.

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SEMINARS TUESDAY 10TH SEPTEMBER

09.00 - 09.45

“Is Your Customer Service Stuck in the Past?”

Customer expectations are soaring, but siloed legacy systems are holding your team back. This frustration translates to dissatisfied customers and missed opportunities.

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Michael Johnson Business Development Lead Freshworks Balroop Bhogal CX Lead Solutions Engineer Freshworks

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The hidden costs of disconnected customer service tools How AI empowers agents and scales self-service Real-world case studies showcasing the power of AI in action and how to turn channels on, at speed Gain the insights you need to deliver exceptional customer experiences and drive business growth.

Michael Johnson, a talented and motivated individual with 2.5 years experience in b2b sales. Continuously developing relationships to support businesses in achieving goals crucial to their success.

His passions lie in constantly learning and developing new skills and information and applying them as well and as often as he can - always with a smile on his face.

Balroop Bhogal, with fifteen years of extensive experience in the tech industry, he has navigated diverse roles, ranging from technical support and software implementation to his current position in the pre-sales domain. As a solutions engineer, he excels in crafting tailored customer engagement solutions. His expertise lies in conducting technical demonstrations to showcase software capabilities and employing a consultative approach to assist existing clients in evolving and expanding their solutions. He takes pride in delivering innovative and personalized solutions that drive success in the rapidly evolving CX landscape.

As a speaker, he looks forward to sharing insights, experiences, and strategies that reflect the evolving landscape of technology in the realm of customer experience.

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TWO-THIRDS OF PUBLIC WOULD PREFER COMPANIES DIDN’T USE AI FOR CUSTOMER SERVICE

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ixty-four percent of customers would prefer that companies didn’t use artificial intelligence (AI) in their customer service.

That’s according to a survey by Gartner, which found that 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service.

A Gartner survey of 5,728 customers conducted in December 2023 revealed that while customer service leaders are eager to adopt AI, customers remain concerned about its use within the customer service function.

“Sixty percent of customer service and support leaders are under pressure to adopt AI in their function,” said Keith McIntosh, Senior Principal, Research, in the Gartner Customer Service & Support practice. “But they can’t ignore concerns about AI use, especially when it could mean losing customers.”

The top concern that consumers have about AI in customer service is that it will get more difficult reaching a person (see Figure 1), followed by AI displacing jobs, and AI providing the wrong answers.

“Once customers exhaust selfservice options, they’re ready to reach out to a person,” said McIntosh. “Many customers fear that GenAI will simply become another obstacle between them and an agent. The onus is on service and support leaders to show customers that AI can streamline the service experience.”

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Many customers fear that GenAI will simply become another obstacle between them and an agent. The onus is on service and support leaders to show customers that AI can streamline the service experience.”

Sixty-four percent of customers would prefer that companies didn’t use artificial intelligence (AI) in their customer service.

That’s according to a survey by Gartner, which found that 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service.

A Gartner survey of 5,728 customers conducted in December 2023 revealed that while customer service leaders are eager to adopt AI, customers remain concerned about its use within the customer service function.

“Sixty percent of customer service and support leaders are under pressure to adopt AI in their function,” said Keith McIntosh, Senior Principal, Research, in the Gartner Customer Service & Support

practice. “But they can’t ignore concerns about AI use, especially when it could mean losing customers.”

The top concern that consumers have about AI in customer service is that it will get more difficult reaching a person (see Figure 1), followed by AI displacing jobs, and AI providing the wrong answers.

“Once customers exhaust selfservice options, they’re ready to reach out to a person,” said McIntosh. “Many customers fear that GenAI will simply become another obstacle between them and an agent. The onus is on service and support leaders to show customers that AI can streamline the service experience.”

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Delivering exceptional contact centres Symity and Anywhere365, together powering your modern Microsoft Teams contact centres

Dialogue Cloud: Omni-channel and powerful Infinity: AI-powered and robust Attendant: Modern and user-friendly

More on Symity’s Contact Centre as a Service (CCaaS) offering Symity’s CCaaS

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DELEGATES

AJ Bell

Head of Customer Experience

Axis Europe

Customer Experience Manager

Barchester Healthcare

Director of Customer Experience

Carnival UK Group

Senior Manager, Guest Relations

Castles Technology

Head of Customer Excellence

Chubb Fire & Security

Director, Business Support and Customer Service Head Of Contact Centre

CityandGuilds

Head of Customer Service Senior Team Leader

Cooperative Bank

Head of Customer Connections

Cormar Carpets

Training Lead

Corpay

Vice President of Operations

Coventry City Council

Resident Experience Lead Performance and Coaching manager

DFS Furniture plc

Head of Customer Services

easyJet

Head of Service Excellence

EnviroVent

Customer Experience Director

Expedia Group

Senior Manager - Customer Operations

Homebox

Operations Director

Human Race

Head of Participant Services

IAG

IAG Airports Safety, Security and Compliance Transformation Manager

Inspiration Healthcare Limited

Head of Customer Experience

Iron Mountain

Director Customer Care - EMEA

Irwin Mitchell

Contact Manager Head of Group Contact

ITV

CS Manager Customer Service Manager

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DELEGATES

Kariera Group

Global Head of Support

Kindred

Customer Experience Director

Kraft Heinz

Head of Global FSQ - Customer and Consumer Management

Leaders Romans Group

Contact Centre Manager

Leonardo Hotels

Third Party Relationship Manager

Love Energy Savings

Head of Customer Success & Product

OVO Energy

VP of Care

Panasonic

European Customer Service Manager

Progress Lifeline

Service Delivery Manager - Contact

Quidax

Customer Success Manager

RRG Group Ltd.

Contact Centre Manager

Sainsbury’s

Head of Change Contact Centres Change PMO Manager

SimpliSafe

Head of Contact Centre

Speciality Drinks

Head of Customer Service

Sportsbreaks.com

Head of Customer Experience Contact Centre Manager

Sykes Cottages

Digital Experience Manager Customer Service Manager

Tozaro

Global Head of Product Management & Customer Service

UK Biobank Limited

Head of Contact Centre Deputy Contact Centre Manager

Unite Students Limited

Contact Centre Manager

VADO

Head of Aftercare

Vivobarefoot

Head of Customer Service

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VIRTUAL CONTACT CENTRE: DEFINE YOUR NEEDS, CHOOSE THE BEST SOLUTIONS

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electing the right virtual contact centre (VCC) solution is pivotal to delivering exceptional customer experiences. With a plethora of options available, making informed decisions can be challenging. Here are some key considerations to help you source trusted VCC solutions…

Define Your Contact Centre Needs • Identify Objectives: Clearly outline your contact centre goals, such as improving customer satisfaction, increasing efficiency, or reducing costs.

• Channel Requirements: Determine which communication channels are essential for your business (e.g., voice,email, chat, social media).

• Scalability: Consider your business’s growth plans and select a solution that can adapt to increasing call volumes or new channels.

Prioritise Key Features • Omnichannel Capability: Look for platforms that seamlessly integrate multiple communication channels into a unified customer experience.

• Cloud-Based Flexibility: Prioritise cloud-based solutions for scalability, accessibility, and cost-effectiveness.

• Analytics and Reporting: Choose a solution with robust analytics tools to measure performance, identify trends,and optimise operations.

• Agent Performance Management: Evaluate platforms that offer agent performance metrics, coaching tools, and quality management capabilities.

• Integration Capabilities: Ensure the solution can integrate with your existing CRM, workforce management, and other systems.

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By following these guidelines, you can select a virtual contact centre solution that empowers your business to deliver exceptional customer experiences while driving operational efficiency and cost-effectiveness”.

Evaluate Providers Thoroughly • Vendor Reputation: Research the provider’s reputation, experience, and customer reviews.

• Security and Compliance: Prioritize providers with robust security measures to protect customer data and comply with regulations like GDPR. • Pricing and Contracts: Understand the pricing model, contract terms, and any hidden costs.

• Customer Support: Evaluate the provider’s customer support services, including availability, responsiveness, and expertise.

Build Strong Partnerships • Collaboration: Seek providers willing to collaborate closely with your team to understand your unique business needs.

• Implementation Support: Evaluate the provider’s implementation support services, including project management and training.

• Scalability and Flexibility: Choose a provider that can adapt to your changing business requirements and offer flexible contract terms.

Embrace Emerging Trends • Artificial Intelligence (AI): Explore solutions that leverage AI for chatbots, virtual assistants, and predictive analytics.

• Workforce Optimisation (WFO): Consider platforms with WFO features to optimise agent scheduling,performance management, and quality assurance.

• Customer Journey Analytics: Look for solutions that provide insights into the customer journey to identify areas for improvement.

By following these guidelines, you can select a virtual contact centre solution that empowers your business to deliver exceptional customer experiences while driving operational efficiency and cost-effectiveness. Remember, a trusted partner will provide the tools and support needed to achieve your contact centre goals.

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DATES FOR YOUR DIARY

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28th & 29th April 2025

CONTACT CENTRE & CUSTOMER SERVICES

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SUPPLIER DIRECTORY Ardanis +35 314 826 918 / ivan@ardanis.com / ardanis.ai For nearly a decade, Ardanis has transformed process lifecycles from hours to seconds, driving efficiency like never before. Contact centres had a need, we listened and built the answer. Aileen, our AI-powered email solution built by our world-class software team. Designed to give contact centres and other regulated industries a distinct competitive edge, Aileen boosts CSAT scores, skyrockets FCR rates, and slashes AHT. Aileen’s smart email processing automates end-to-end workflows, integrates seamlessly with service desk, CRM, and ERP systems. Agents get instant access to accurate, clear, and on-brand responses in seconds, even during peak demand. With Aileen’s speed and efficiency, agents can thrive, scaling effortlessly while delivering top-tier customer service. Aileen dynamically scales, chains complex workflows, and constantly learns, optimising performance. Ready to transform your operations? Talk to us.

Our streamlined four-step framework can see implementation of your tailored solution in 90 days, delivering real impact and value from day one.

Auraya 07726 761 834 / darre.gracie@aurayasystems.com / aurayasystems.com Auraya is a voice intelligence company with the mission of empowering people and organizations to interact and engage with convenience and security in all channels and languages. Auraya develops its next generation voice biometric AI to deliver easy-to-use and highly secure speaker recognition and fraud detection capabilities.

Auraya provides its technology to a global network of accredited experts who incorporate Auraya’s voice biometric technology into secure, customer-facing applications and fraud detection solutions. The ecosystem of partners delivers solutions in all industries including government, education, healthcare, financial services, retail services, and telecommunications. Auraya is a group of highly motivated specialists driven by the desire to provide the best voice biometric technology to organizations. Auraya’s commitment to its shared vision, combined with the high degree of trust and respect for each other, enables creative and meaningful collaboration in transforming the human voice into a secure and convenient key to identity verification.

avoira 01617 632 096 / ian.taylor@avoira.com / avoira.com Avoira helps to solve the business challenges of their customers through leveraging technology services, products, and solutions. Avoira offer a range of services from consultancy to project management and installation. Avoira provide ongoing support, and maintenance, to ensure customers satisfaction. We are experts in the powerful technologies upon which contact centres increasingly rely. These include the formidable, AI-powered omni-channel interaction analytics solution, Xdroid, to which we hold exclusive UK rights. Our portfolio also includes Real-Time, Post-Call and Text analytics technologies. With a set of solution pillars Avoira offer leading expertise in the following key business areas: Avoira Radio, Avoira IT, Avoira Communications, Avoira Xperience, Avoira Devices and Avoira Audio-Visual. By encompassing these solution pillars with their services, Avoira deliver solutions that will help their customers overcome their business challenges”.

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BeCloud Solutions Ltd 03404 163 739 / mattia.cereda@becloudsolutions.com / becloudsolutions.com BeCloud is an international company in the Customer Experience market. We develop 100% Cloud services and solutions suitable for any company and sector that wants to optimise daily operations in their Omnichannel Customer Care. We’ve developed a comprehensive suite for implementing Omnichannel Contact Center services, designed to respond swiftly and effectively to customer needs. Our platform, BeInContact, offers a unified user interface to manage all interactions across various business communication channels. These include Voice, Email, SMS, WhatsApp Business, and Microsoft Teams for internal communication, among others. Our software, accessible from anywhere with an internet connection, seamlessly stores all customer interaction data in the business’s CRM - whether it’s a market-leading or a custom one - thanks to its native integration capabilities.

Calabrio 07487 638 737 / stuart.richardson@Calabrio.com / calabrio.com/uk Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.

CCMA (Call Centre Management Association) 0333 939 9964 / info@ccma.org.uk / ccma.org.uk For more than 30 years, the CCMA has been absolutely dedicated to supporting contact centre leaders across the UK. We’re constantly pushing ourselves to do more for our thriving community, which happens to be the largest community of contact centre professionals in the UK. The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations and we live by that to this day.

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Cirrus 03300 226 348 / cm@cirrusconnects.com / cirrusconnects.com We are Cirrus and Amillan, and we’re here to stamp out poor customer experience! Forget clunky tools—it’s time to unleash the real power in your contact centre. Contact centre technology might seem boring, but what it can achieve is incredible! Our partnership provides customised, innovative solutions to upgrade your contact centre operations. With our combined strengths, we deliver technologies supported by knowledgeable service to improve both agent and customer experiences.

Technology should enable connections, not define them. Our dynamic platform lets you design your customer experience exactly how you want it. Ready to ditch the dull and ignite your CX? Reach out and we’ll help you shine, just like our amazing customers, including Nisbets, Onward Homes, Premium Credit, Greater London Authority, and many more.

Corporate Modelling Services 07779 994 918 / paul.harris@corporatemodelling.com / corporatemodelling.com Revolutionise Your Back-Office Operations with OPX Unlock the full potential of your workforce with OPX to deliver precision in task allocation and workforce orchestration. Experience the cutting-edge functionality of Get-Next, OPX’s real-time, work distribution, channeling work to the most suitably skilled resource at the right moment to meet service goals. Comprehensive Functionality: Access an all-inclusive toolkit designed for thorough operational effectiveness. Innovative Technology: All the functionality needed to drive outstanding operational efficiency. Skills-Based Planning: Use OPX’s Capacity Planning module to forecast based on the specific skills of your workforce and identify future shortages using multiple forecasting simulations. Flexibility Without Complexity: OPX systems are designed for easy tailoring and customisation by users. Harness Latent Capacity: Optimise resource allocation and boost throughput. Blended Workforce: Enjoy compatibility with NICE with OPX as an ACD data source. Connect with us to discuss how OPX can streamline your back-office processes and elevate your business performance.

Creovai kassia.geldard@creovai.com / creovai.com Creovai is a provider of contact center technology. We specialise in conversation intelligence and real-time agent guidance (which includes agent assist). Our technology can listen (or read) what is said during a customer interaction, understand the context and intent of the conversation, and can deliver insights that drive action (such as providing guidance to an agent, filling out scorecards, or performing auto-QA). Creovai has deep contact centre expertise. Our people have owned and operated contact centres and our management team has a successful history of scaling technology businesses. Our technology is agnostic and we can plug and play with any source system with API’s.

We have deep integrations with CCaaS providers, such as Genesys, 8x8, and Odigo. We, of course, utilise AI but in the right way. For example, to drive efficiencies on the call (summarisation) and we keep security front of mind by housing everything within Microsoft’s OpenAI infrastructure.

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Darwin Tech 07913 418 579 / alstephens@darwin-tech.com We are not the technology; we are the process that sits in front of it. Darwin removes the pain from buying business technology at every step. We deal directly with sales teams, so you get a streamlined buying process.

From discovery to delivery, gain free, impartial advice and a rock solid qualification process that inform your choices of technology, vendors and solutions. Businesses face huge costs by not choosing the right technologies or vendors. But the IT marketplace is complex, competitive and constantly evolving. The Darwin buying experience removes the stress of deadline chasing and vendor selection. You get a streamlined, fully managed procurement process that’s easier, faster and risk-free.

Less time, money and effort buying the technology means more focus on finding the best fit.

DDC Outsourcing Solutions 01909 488 600 / niallrogers@ddcos.com / ddcos.com DDC Outsourcing Solutions is a global BPO and Customer Support service provider with 35 years of experience delivering outcome-based services from various global locations. Trusted by international brands, their awardwinning, customer-centric solutions provide efficiency, flexibility, scale and transformation. Their delivery locations provide options to their clients to suit a range of needs. Onshore in the UK, their midlands offerings in Worksop & Corby are easily accessible and supplemented by a national remote workforce. Nearshore facilities in the Balkans provide a remarkable multilingual skillset. Offshore, DDC has built a community-based reputation in the Philippines, cultivating exceptional results. With DDC OS, clients can expect a partner that prioritises relationships, understands their evolving needs, and delivers tailored, effective solutions. It’s this approach that has led to multiple industry accolades, from Best Multilingual Customer Service to Best BPO Partnership and Retail Project of the Year.

FM Outsource 07974 826 777 / martin.brown@fmoutsource.com / fmoutsource.com Our customer service experts will help develop your next-level customer service strategy. We’re tech-led, highquality customer service consultants for some of the UK’s top companies. We use our decades of expertise to help our clients transform their businesses by boosting efficiency, protecting brand reputation, and providing first-class customer service. Forward-Thinking We’re passionate about creating memorable and enjoyable experiences for all customers. Working together, we’ll recommend the best-blended approach of experienced teams and cutting-edge technology that will suit your customer journey. You’ll always be in safe hands; with the agility to scale up or down quickly based on your business needs. Mission Driven At FM, we partner with you to find the best, bespoke solution and pricing for your business. We’re driven by your mission. We can resolve your enquiries as quickly and efficiently as possible whilst ensuring the best resolutions for your customers.

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Technologies we source: Cloud 67 providers CCaaS 44 providers Colocation 69 providers Connectivity 88 providers SDWAN/SASE 55 providers Managed security & CSOC 77 providers UCaaS 56 providers

Freshworks UK Ltd 01892 805 040 / michael.johnson@freshworks.com / freshworks.com Freshworks is not just a software company. We’re a group of people with a mission to change the nature of work, and give more people a chance to succeed.Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user.

Freshworks has a dedicated team operating from 13 global locations to serve 60,000+ customers including Bridgestone, Citizens Advice, Hobbycraft, AG Barr, Bensons for Beds, ITV, Klarna and Trainline.

For more information visit www.freshworks.com.

Gnatta 07817 855 227 / rob.mead@gnatta.com / gnatta.com Gnatta is a market-leading CCaaS software provider, delivering seamless, omnichannel customer communication. Our automation-led approach focuses on ensuring your contact centre agents are as efficient and effective as possible. Unlike other ticketing systems, Gnatta treats every channel as part of a connected interaction with the customer - we create a single view of the customer and the issue at hand, no matter how many places the customer contacts you. That means no more duplicate work, and the agent has all the context they need to provide the right answer. We build bespoke solutions for our clients, with a clicks-not-code framework that delivers an incredibly flexible contact centre solution.

Grypp 07904 604 984 / rudi.scout@grypp.io / grypp.io The multi award-winning Grypp real-time visualisation platform brings sight to the world’s largest contact centres, enabling agents and customers to see and interact with the same thing, at the same time. Use video troubleshooting; form fill & sign; co-browse websites while protecting customer-confidential information; real-time media upload; screen-sharing; secure payments and more, to engage, sell, provide aftercare, deliver diagnostics, and give tech support. Integrate with existing tech stacks or run alongside. Applicable across industries and call types. Instant results, enduring value — stripping costs, improving speed and accuracy of communication, driving revenue, boosting CX. We are ISO 27001-certified, SOC-2 Type II-audited, a trusted partner of the Cloud Security Alliance, and fully compliant with GDPR and HIPAA regulations. We also partner with PCI-compliant payment providers for secure transactions. See it in action - meet with Pete Jones (Founder & CEO) and Rudi Scout (Manager Partnerships). Grypp — See it, Solve it. #MakeItVisual #ShowMeNow

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®

Every customer.

Every conversation.

Every channel.

We add the human touch to your tech, with a digital first approach.

Our CX consultants, creatives and conversation designers are here to enhance your customers’ journey From chatbots and live chat to IVR and your website, we design dynamic conversations and produce simple, cost-effective videos...

transforming customer engagement and experience

hello@premiercx.co.uk

Click or scan

Noon Dalton 07961 706 398 / sarah@noondalton.com / noondalton.com Since 2009, Noon Dalton has been the trusted partner for outsourced customer and back-office support for hundreds of SMEs and businesses worldwide. We deliver tailor-made solutions to enhance efficiency, drive business transformation, streamline back-office processes, and elevate customer experiences. With our unwavering dedication to providing exceptional services, Noon Dalton is a trusted partner for those seeking sustainable growth and success in today’s dynamic business environment. Our 500-strong global team provides support services across all business areas, including Recruitment & HR, Accounting & Bookkeeping, Marketing, E-commerce, Tech, Insurance, Finance, and Sales Support. To ensure a true synergy, teams are created for and remain dedicated to each client. We understand that businesses need multiple skills to ensure smooth operation. Thus, Noon Dalton’s teams can have mixed skills; for example, a team of 7 may have 3 with customer service skills and 4 with financial skills. Noon Dalton is a global leader in providing high-quality, low-cost, high-impact outsourcing services.

Opus Technology 020 7046 6011 / r.english@opustech.co.uk / opustech.co.uk Opus are a market-leading managed service provider that partners with industry-leading technology providers including Five9, 8x8, Gamma, Microsoft and Cirrus to deliver unrivalled business technology, communication solutions and ongoing support. Our core solutions include contact centre, unified communications, outsourced IT and advanced security services, business mobile and digital and document management. Working together with our industry-leading partners, our purpose is to enable businesses to succeed and thrive by providing best-of-breed, tailored technology all backed by world-class service and support. Opus hold the prestigious Institute of Customer Service ServiceMark Accreditation, regularly achieve Net Promoter Scores in the 80s and hold a Gold Trusted Service Award from Feefo for delivering consistently high levels of customer service. For more information visit opustech.co.uk

Premier CX 07741 669 662 / gareth.bray@premiercx.co.uk We are Contact Centre CX specialists. We add the human touch to your tech. Aiming to enhance every customer’s journey, we support you with a digital-first approach across all touchpoints. From chatbots and live chat to IVR and your website, we design dynamic conversations and produce simple, cost-effective videos that cut call volumes and average handling times, transforming your customer engagement and experience.

Meeting your customers’ expectations for quick and straightforward responses, our video service is the perfect solution. Agile and quick to deploy, our videos deliver immediate and impressive ROI. Leveraging the latest in AI voices, we deliver world-class voiceovers across your customer experience, ensuring all customers, especially the most vulnerable, receive the support they need. We are passionate about our work. Our mission is to empower your contact centre to deliver outstanding customer experiences, perfectly aligned with your technology and strategy.

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Contact centre software to boost agent performance

Ask us about AI Assistant for your agents!

Sam, I’m sorry to hear that. I’ll call you now - one moment.

Radar

Sarah C. 2 mins ago #6843

Emma M.

Call connected. +447705124306 1 min ago

Sam K.

Abbey B.

1

#6943

#6993

#6943 Webchat

Calls

Email

SMS

Web Forms

WhatsApp

Facebook

Messenger

Instagram

Trustpilot

info@gnatta.com | www.gnatta.com

Invest North East England 07794 037 770 / paul.mccalvey@northtyneside.gov.uk Invest North East England (INEE) is the inward investment agency for the North East Combined Authority and is the first point of contact for businesses looking to locate grow and prosper in our region. To support your smooth transition here, INEE provide services including, property searches, data on skills, guidance on grants and incentives, and inter-regional comparisons. In addition we can make introductions to specialist networks that offer guidance and links to potential customers, opportunities and research and development support.

There are more Contact Centres in the North East than any other Combined Authority area for many reasons.

• UK’s lowest attrition rates • UK’s lowest operational costs • Extensive free recruitment programmes • Potential grant support of £0.5-£2.5m for significant • Job-creating projects • A national park, blue flag beaches, UNESCO world heritage sites and bustling cities all on your doorstep giving you an exceptional quality of life

Konecta UK 07384 216 945 / Nick.holme@konecta-group.com / konecta-group.com We are more than just an outsourcer, we are a dynamic community dedicated to innovation, diversity, and excellence. With our global reach and local expertise, we seamlessly connect clients and customers through our multilingual Hubs. Backed by three decades of industry leadership. Our AI-driven solutions and consulting proficiency ensure an unparalleled level of service. Konecta UK & SA is part of a Global operation servicing over 500 clients with 130,000 employees. Konecta has a presence in 26+ countries with over 200 sites. With proficiency in over 30 languages, our 4 vibrant locations -London, Manchester, Ringwood & Durban offers unparalleled customer service solutions with a swift ramp- up recall speciality, ensuring seamless support across multiple sites and countries.

Moneypenny 03332 021 005 / samantha.jones@moneypenny.co.uk / moneypenny.com/uk Moneypenny: Extraordinary people delivering customer service provision More and more of the UK’s leading brands are using a Bespoke Customer Team from Moneypenny. We hand-pick five, ten, even as many as thirty customer service agents to represent you 24/7 and deliver seamless experiences on your behalf through omnichannel provision. Working exclusively for you, they’ll log into your own systems to answer calls and emails, respond on social media, manage your live chat, process orders, take payments and more. As an extension of your brand, your dedicated engagement team will save on recruitment costs, allow you to drive considerable innovation and efficiencies, and guarantee an exceptional customer experience.

• Overflow and fully outsourced omnichannel provision • End-to-end customer journey management • High volume customer contact resolution • 24-hour availability and dispatching Talk to us today Let’s discuss your requirements in more detail, and together we’ll scope out your vision. 0333 202 1005 hello@moneypenny.co.uk moneypenny.co.uk

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SECURE

YOUR TICKET! 27-28 NOVEMBER 2024 EXCEL, LONDON

Europe’s Leading Call & Contact Centre Expo

The highly anticipated Call & Contact Centre Expo is back for 2024, taking place on the 27th and 28th of November at ExCeL, London!

Network with thousands of professionals within the industry and meet over 120 of Europe’s top suppliers for free consultations, live demos, and access to the very latest developments in technology and services!

NOW CO-LOCATED WITH:

www.callandcontactcentreexpo.co.uk

Puzzel 07858 367 703 / emily.jobson@puzzel.com / puzzel.com Puzzel is Europe’s leading cloud-based contact centre solutions provider, serving over 1,200 organisations in 40 countries. Awarded the Most Innovative Company in 2023, and Best Mid-Market Contact Centre Platform in 2024, our customer engagement solutions combine the best of human and artificial intelligence to deliver smart, seamless, and empathic customer experiences across every channel.

Artificial intelligence is harnessed at every touchpoint to automate tasks, provide insight, and personalise service and support. Our cloud-native platform helps organisations in the public and private sectors deliver connected and meaningful customer experiences – by voice and digitally.

For more information, visit www.puzzel.com

Rapid Phone Center +14438 443 519 / ilva@rapidphonecenter.com / rapidphonecenter.com Rapid Phone Center is an Award Winning International BPO revolutionising how businesses conduct their customer acquisition, service, and support programs worldwide. We’re experts in the field, boasting many industry awards and five international offices. Rapid Phone Center understands relationships are the cornerstone of our success. We treat our hundreds of clients as close partners, laser-focused on their success by delivering exceptional service to scale businesses efficiently with minimal costs. Through cutting-edge AI technology, streamlined tech setup, rigorous quality assurance and advanced analytics, we’ve transformed the traditional customer journey. Our world-class call center services drive growth, reduce expenses, and exceed customer expectations. We even offer a week of free training, complementary onboarding process, and 24/7 coverage in any language to meet your global needs. Boost your lead gen, customer service, and loyalty in the most effective, efficient ways possible with Rapid Phone Center. Discover true business empowerment!

Sabio 07485 377 307 / charlie.carr@sabiogroup.com / sabiogroup.com At Sabio we believe in creating brilliant customer experiences for every person, everywhere, every time.

Through our own technology, and that of world-class technology leaders such as Amazon, Avaya, Genesys, Google, Microsoft, Salesforce, Twilio and Verint we have what it takes to help you deliver exceptional CX, bringing together data, knowledge, insight, AI and CRM to create personalised customer journeys. We work across industry verticals, with some of the world’s largest organisations globally to transform their customer experience, reduce operational costs and improve customer and employee engagement. If you’re interested in developing more efficient and effective customer experience for your business, our team of contact centre, AI, Salesforce and CX experts are ready to help.

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Simply Thank You 07494 846 875 / mark.eglington@simplythankyou.co.uk / simplythankyou.co.uk We’ve played our part in helping to provide millions of smiles. Simply Thank You have helped some of the biggest brands engage with customers for over 30 years with gifts and corporate services. These engagement initiatives include customer acquisition schemes, customer loyalty programs and customer apology solutions – everything you need to elevate your brand and increase customer satisfaction. Based in the North East of England, our headquarters boast a 32,000 SqFt distribution facility that enables us to control our own stock, design and curate our physical gift range and develop bespoke web-based platforms, to facilitate both physical and digital rewards all under one roof. We put our client’s brand at the centre of everything we do – from designing and developing our web-based platforms in-line with your brand, to sending our physical gifts beautifully wrapped in your company’s branded gift wrap for added appeal and brand recognition.

Symity 03301 749 452 / anja.surkau@symity.com Symity, award-winning Microsoft Solutions Partner for Modern Work, are one of the world’s most experienced and efficient enablers of complex Microsoft Teams Phone, Microsoft-certified Contact Centre and Microsoft Teams Rooms solutions.

Verint 01932 839 500 / alexander.henson@verint.com Verint® helps the world’s most iconic brands continuously elevate the customer experience (CX) and reduce operating costs. More than 10,000 organisations in 175 countries – including over 85 of the Fortune 100 companies – rely on Verint’s open customer engagement platform to harness the power of data and AI to maximise CX automation. With data and AI at their core, our solutions for customer engagement incorporate the latest in CX automation, helping brands close the gap created when customers’ expectations for engagement exceed an organisation’s ability to meet them. By closing this Engagement Capacity Gap™, brands can eliminate the inefficiencies created by organisational and data silos and deliver differentiated experiences across every interaction, consistently and cost effectively.

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Vonage UK 07508 684 110 / liam.davies@vonage.com Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation.

Vonage’s Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. Built from this platform, Vonage Contact Center (VCC) is a reliable and flexible omnichannel solution that integrates with your CRM platform and enables organisations of all sizes to connect with customers around the world.

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17th October 2024 Hilton London Canary Wharf

A bespoke meeting & networking event Networking: Connect with senior industry professionals Supplier Meetings: Meet key suppliers and explore new solutions Educational Seminars: Gain insights from leading experts Full Hospitality: Enjoy lunch, refreshments throughout, and a relaxed setting for engagement

01992 374083

m.connell@ forumevents.co.uk

CX Solutions Summit

Scan or click here for our website

Explore how our event unfolds here

CONTACT CENTRE & CUSTOMER SERVICES

28th & 29th April 2025 Radisson Hotel & Conference Centre, London Heathrow

THE ORIGINAL CONTACT CENTRE & CUSTOMER SERVICES SUMMIT 01992 374083

m.connell@forumevents.co.uk

Contact Centre and Customer Services Summit

Scan or click here for our website

Explore how our event unfolds here