Forget headsets and canned responses, the modern contact centre leader needs a potent mix of hard skills and soft magic! This session dives deep into the evolving skill set required to navigate the wild frontier of digital transformation. We'll explore how to balance the operational excellence demanded by day-to-day operations, with the strategic foresight needed to successfully implement AI-powered solutions.

Leave with the inspiration to transform your contact centre from a reactive department into a proactive powerhouse, where innovation meets empathy, and data drives strategic decision making.