Events

What does the future hold? What you’ll learn at the 2025 Contact Center Performance Summit

Contact centers are operating against an ever-shifting tide of changes. Whether it’s the break-neck speed of technology developments, or customer behaviors.

AI is rewriting how we think about service and efficiency. Customers expect empathy and connection even in the most automated journeys. And the role of QA and team leaders is seemingly constantly in flux as these trends converge.

That’s exactly why evaluagent is bringing the Contact Center Performance Summit 2025 back for its third year.

This half-day virtual event on Wednesday, October 15th (2:00–5:30 PM BST) brings together some of the sharpest minds in customer experience, quality, and leadership –  all focused on one thing: helping contact center leaders turn change into opportunity.

Why attend the Summit?

There’s no shortage of talks about ‘AI transformation’ or ‘next-gen CX’. What’s missing are the practical conversations. The ones that cut through the hype and focus on what actually moves the needle for customers, teams, and businesses.

That’s the spirit behind this year’s Summit. You’ll walk away with ideas you can act on immediately, from smarter QA frameworks to leadership insights and data-driven decision-making.

What’s in store at the Summit?

Here’s a taste of the agenda:

• Why the success of customer experience is built on quality
  Jaime Scott, evaluagent
  Discover how a stronger quality foundation can power customer satisfaction, performance, and growth.
  
• Empathy in the age of AI
  Sandra Thompson, Ei Evolution
  Explore how to keep humanity at the heart of customer interactions, even as automation scales.
  
• How quality insights become mission-critical for your entire business
  Michelle Dinsmore, evaluagent; Andrew Smith, 1^st Central; and Sophie Cotton, Newstel
  Real-world stories of turning QA data into strategic business intelligence.
  
• De-cluttering your data: focusing on the metrics that truly drive improvement
  Nerys Corfield, Injection Consulting & Matt Jones, evaluagent
  A masterclass in separating noise from signal to drive meaningful change.
  
• Team Leaders = Performance Leaders – why you can’t fix the frontline without them
  Martin Teasdale, Host of Get out of Wrap and Founder of the Team Leader Community
  Why empowering your team leaders is your underused lever for better CX and employee engagement.
  
• From hype to reality: The true impact of AI on the contact center
  Callan Schebella, CX entrepreneur
  An honest look at what AI is really delivering, what it isn’t, and what’s coming next.

Who is the Contact Center Performance Summit for?

If you lead a contact center, shape customer experience strategy, or drive QA and performance improvement, this event is built for you.

Whether you’re rethinking your quality program, navigating AI adoption, or just looking for fresh inspiration, the Summit will give you insights, perspectives, and practical steps to take back to your team.

Don’t miss out – join us live

The Contact Center Performance Summit 2025 is completely free and virtual – so there’s no travel or cost, just an afternoon of practical learning and connection with industry peers.

Time: Wednesday, October 15, 2:00–5:30 PM BST
Location: Online

The future of contact center performance isn’t something to wait around for – it’s being built right now.