What Does the Future Hold? The 2025 Contact Center Performance Summit

Contact centres are operating against an ever-shifting tide of changes. Whether it’s the break-neck speed of technology developments, or customer behaviours.

AI is rewriting how we think about service and efficiency. Customers expect empathy and connection even in the most automated journeys. And the role of QA and team leaders is seemingly constantly in flux as these trends converge.

That’s exactly why evaluagent is bringing the contact centre Performance Summit 2025 back for its third year.

This half-day virtual event on Wednesday, October 15th (2:00-5:30 PM BST) brings together some of the sharpest minds in customer experience, quality, and leadership – all focused on one thing: helping contact centre leaders turn change into opportunity.

Why Attend the Summit?

There’s no shortage of talks about ‘AI transformation’ or ‘next-gen CX’. What’s missing are the practical conversations.

The ones that cut through the hype and focus on what actually moves the needle for customers, teams, and businesses.

That’s the spirit behind this year’s Summit. You’ll walk away with ideas you can act on immediately, from smarter QA frameworks to leadership insights and data-driven decision-making.

What’s in Store at the Summit?

Here’s a taste of the agenda:

• Why the success of customer experience is built on quality – Jaime Scott, evaluagent
  • Discover how a stronger quality foundation can power customer satisfaction, performance, and growth.
• Empathy in the age of AI – Sandra Thompson, Ei Evolution
  • Explore how to keep humanity at the heart of customer interactions, even as automation scales.
• How quality insights become mission-critical for your entire business – Michelle Dinsmore, evaluagent; Andrew Smith, 1st Central; and Sophie Cotton, Newstel
  • Real-world stories of turning QA data into strategic business intelligence.
• De-cluttering your data: focusing on the metrics that truly drive improvement – Nerys Corfield, Injection Consulting & Matt Jones, evaluagent
  • A masterclass in separating noise from signal to drive meaningful change.
• Team Leaders = Performance Leaders – why you can’t fix the frontline without them – Martin Teasdale, Host of Get out of Wrap and Founder of the Team Leader Community
  • Why empowering your team leaders is your underused lever for better CX and employee engagement.
• From hype to reality: The true impact of AI on the contact centre – Callan Schebella, CX entrepreneur
  • An honest look at what AI is really delivering, what it isn’t, and what’s coming next.

Who is the Contact Centre Performance Summit for?

If you lead a contact centre, shape customer experience strategy, or drive QA and performance improvement, this event is built for you.

Whether you’re rethinking your quality program, navigating AI adoption, or just looking for fresh inspiration, the Summit will give you insights, perspectives, and practical steps to take back to your team.

The Contact Center Performance Summit 2025 is free and virtual – so there’s no travel or cost, just an afternoon of practical learning and connection with industry peers.

• Time: Wednesday, October 15, 2:00–5:30 PM BST
• Location: Online

The future of contact center performance isn’t something to wait around for – it’s being built right now.

You can register for The Contact Center Performance Summit here

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This post has been re-published by kind permission of evaluagent - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Rachael Trickey