A practical, execution-focused workshop unpacking how legacy contact centre models are driving unnecessary cost-to-serve — and what leaders need to change to improve performance without increasing spend.

The session will explore:

• How to reduce repeat contact, improve first contact resolution (FCR), and streamline frontline operations by addressing root causes, simplifying processes, and modernising tooling.

• Move beyond theory, to focus on tangible ways to lower unit cost while protecting (and improving) customer experience — giving attendees clear actions to stabilise demand, reduce inefficiency, and drive more commercially sustainable service operations.

•  Hardening escalation to address failed handoffs and lost context, reducing repeat contacts and dissatisfaction
• Improving accuracy to address confident wrong answers, protecting trust and reducing complaint risk
• Standardising knowledge to address fragmented policies and content, improving consistency and quality outcomes
• Optimising containment to address automation that stalls, increasing self-serve completion and lowering unit cost
• Operationalising monitoring to address drift and degradation, stabilising performance over time