VIRTUAL CONFERENCE

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!

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.

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.

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.

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.

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

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.

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.

Nothing! evaluagent hosts this event for free.

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.

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.

Of course! Simply ask them to register their details for their own unique Join Link.

There will be support available through the virtual event platform. Look for assistance options provided within the platform.