The Scotland Contact Centre Forum hosts a variety of events for contact centre professionals, including forums for networking and quick sessions on Zoom, specialised training sessions covering customer service techniques and technology, conventions for industry updates, and user groups to foster innovation and collaboration.
Upcoming events
Explore a diverse array of events tailored for contact center professionals.
“Beyond the BOT: The Agent Step-Change
Thursday, 24 September 2026 at 9:00 am
Agenda (09:00 – 11:30) 09:00 – 09:30: Breakfast & Networking. Arrival, breakfast served, informal networking. 09:30 – 09:35: Welcome – Jane Thomas Scotland Contact Centre Fourm 9:35 – 09:55: Welcome and introductions – Ciklum 09:55 – 10:15: “The Chat-Only Decade” to “The Agentic Step-Change”. 10:15 – 10:40: Case Study: G&A Partners’ Journey From Chat to Voice go-live, live demo and
Forum on Tour at Which?
Thursday, 8 October 2026 at 9:00 am
Join us over the Severn Crossing in the Welsh capital, for a fascinating visit to the Cardiff office of Which? Getting here Nearest available car parking is at NCP on Adam Street, then it’s quick walk over the bridge (at the back of the car park) to the office. Cardiff Central Railway Station is also just a 5-10 minute walk
HR & Recruitment User Group – The New Rules of Probation: Recruitment, Performance & Employment Law in 2027
Wednesday, 21 October 2026 at 11:00 am
Probation Periods Under the Spotlight: Are You Ready for the Changes? With employment law changes on the horizon, now is the time to review how probationary periods are managed. Join the group to explore emerging trends, the latest guidance and practical approaches to probation, performance and fair processes, while sharing experiences and best practice with fellow HR professionals. Register
Team Leader User Group – Look beyond Average Handle Time to understand the wider metrics that influence customer experience, quality, and business performance
Thursday, 29 October 2026 at 10:00 am
Look beyond Average Handle Time to understand the wider metrics that influence customer experience, quality, and business performance.
Team Leader User Group – Supporting Employee Wellbeing and Preventing Burnout
Thursday, 26 November 2026 at 10:00 am
Supporting Employee Wellbeing and Preventing Burnout Discuss practical ways team leaders can recognise early warning signs of stress, support wellbeing, and create a sustainable working environment.