Asia's #1 Regional Customer Contact Event
September 02 - 05, 2025
| Grand Copthorne Waterfront Singapore
Post-Conference Workshop Day - Friday, 5 September 2025
The Evolution of Contact Centre Culture: Transforming Workforce Strategies for the AI Era
10:00 am - 10:30 am
Morning Refreshments & Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address
10:35 am - 11:35 am
Redefining Workforce Strategies for the AI Era in Contact Centres
Explore how contact centres can adapt workforce strategies to embrace AI-driven transformation while maintaining a human-centric approach.
- Understanding the impact of AI on workforce roles and responsibilities in contact centres
- Identifying key skills and training programs needed to upskill agents for AI-driven environments
- Discussing strategies to foster collaboration between agents and AI tools for optimal outcomes
11:35 am - 12:30 pm
Let's Talk! Key Takeaways & Action Points
We will break out into a friendly roundtable session to exchange and share key takeaways and actionable points on your learnings from the workshop. Let's learn and grow together!
12:30 pm - 12:40 pm
Workshop Leader C’s Closing Remarks
12:40 pm - 1:40 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers!
1:40 pm - 2:40 pm
Building a Resilient and Adaptive Contact Centre Workforce
Learn how to empower your workforce to thrive in an AI-enabled environment by promoting flexibility, resilience, and continuous development.
- Exploring frameworks for designing flexible workforce models that adapt to AI integration
- Balancing automation with human expertise to maintain employee engagement and satisfaction
- Developing strategies to build resilience and retention in an evolving contact centre culture
2:40 pm - 3:30 pm
Let's Talk! Key Takeaways & Action Points
We will break out into a friendly roundtable session to exchange and share key takeaways and actionable points on your learnings from the workshop. Let's learn and grow together!
