Exploring the technological advances and digital approaches that are changing service models across all industries, this new Transformation & Innovation Group will discuss the emerging strategic priorities and the tools and techniques leaders must adopt to secure an operational advantage.

We know that a happy and healthy workforce will better support our business goals, but how do we make this a reality? What are other centres doing to promote health and wellbeing? What works, and importantly why does it work? This group is for health and wellbeing decision makers and influencers who want answers to these questions.

Unique opportunity to Inspire your agents with best practice and industry insight, with topics addressing real challenges and opportunities.

HR, and recruitment, are such an important fields of work in enabling businesses to achieve success. We are the mechanisms to find, train, develop and nurture talent and help to influence and shape culture. As a group of professionals, we should be encouraged to share good and best practice, learnings, ideas and initiatives, and systems or procedures that have transformed how our people engage with our businesses. This is what the Group will try and achieve.

A dedicated group which discusses the issues faced by the public sector, including roundtable updates, impact of welfare reform, channel-shift in the contact centre and quality.

If you are delivering training and or coaching to your centres, this group offers the opportunity to discuss training and coaching hot topics with like-minded experts. All sessions bring the group together to share best practice through sharing working practices within each centre, providing valuable takeaway solutions and ideas to explore and digest.