15th & 16th October 2025
ECC Summit Lisbon
Excellence in Contact Centre Summit
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Join us for the 16th Annual Excellence in Contact Centre Summit, an in-person event bringing together senior leaders and decision-makers from the Banking, Retail, Insurance, and Telecommunications industries. This summit focuses on the latest 2025 trends and strategies to elevate customer interactions, optimize operations, and redefine success in the ever-evolving contact centre landscape.
Trusted by professionals (4.8 of 5)
Step into the future of customer-centric innovation at the Excellence in Contact Centre Summit. Gain cutting-edge insights from industry visionaries and explore practical case studies designed to transform your customer interactions. This is your exclusive opportunity to elevate your expertise, connect with industry leaders, and accelerate your professional growth. Don’t miss out—reserve your spot for this essential learning experience!
- Industry Expertise: Learn from senior leaders across Banking, Insurance, Telecom, and Retail.
- Cutting-Edge Insights: Explore new strategies for driving exceptional customer experiences.
- Real-World Case Studies: Discover success stories and actionable takeaways.
- Networking Opportunities: Connect with decision-makers, innovators, and peers.
- Exclusive Content: Access thought-provoking discussions and industry trends.
Schedule
Starting in
8:45 – 9:00
“Welcome Speech”
09:00 – 09:45
Keynote Presentation
Topic: Evolving Contact Centres for 2025: Balancing Technology and the Human Touch
09:45 – 10:30
Keynote Presentation
From Cost Centre to Profit Centre: Transforming Contact Centres with Data-Driven Strategies
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths.
11:00 – 11:45
Keynote Presentation
Enhancing First Call Resolution (FCR) with Advanced Workforce Management
11:45 – 12:15
Case Study Presentation
Topic: Managing High Call Volumes Without Compromising Customer Experience
12:15 – 13:00
Interactive Panel Discussion
Theme: Building Resilient Contact Centres: Strategies for Managing Crisis and Downtime
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks.
14:00 – 14:30
Keynote Presentation
Topic: Voice of the Agent: Leveraging Feedback to Boost Performance and Engagement
14:30 – 15:00
Keynote Presentation
Topic: Omnichannel Strategies for Seamless Customer Support
15:00 – 15:30
Fireside Chat
Topic: The Role of Emotional Intelligence in Contact Centre Leadership
15:30 – 16:00
Networking Break with Coffee and Bakery
16:00 – 16:30
Keynote Presentation
Topic: Driving Efficiency Through Automation Without Losing the Personal Touch
16:30 – 17:15
Roundtable Discussion
Topic: Gamifying the Contact Centre: A New Approach to Employee Retention
17:15 – 17:30
Closing Remarks
8:45 – 9:00
“Welcome Speech and Recap of 15th October”
09:00 – 09:45
Keynote Presentation
Topic: The Future of Contact Centre Analytics: Trends to Watch
09:45 – 10:30
Case Study Presentation
Topic: Personalizing Customer Interactions Using Smart Data
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths.
11:00 – 11:45
Keynote Presentation
Reducing Contact Centre Churn Through Employee-Centric Culture
11:45 – 12:15
Case Study Presentation
Topic: Scaling Customer Support in a Growing Business
12:15 – 13:00
Interactive Panel Discussion
Theme: Hybrid Work Models in Contact Centres: Challenges and Opportunities
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks.
14:00 – 14:30
Keynote Presentation
Topic: Proactive Problem-Solving: Predicting Customer Issues Before They Happen
14:30 – 15:00
Case Study Presentation
Topic: Improving Average Handle Time (AHT) Without Sacrificing Quality
15:00 – 15:30
Fireside Chat
Topic: Contact Centres and Sustainability: What’s the Role?
15:30 – 16:00
Networking Break with Coffee and Bakery
16:00 – 16:30
Keynote Presentation
Topic: Compliance in Contact Centres: Navigating New Regulations in 2025
16:30 – 17:15
Roundtable Discussion
Topic: Future-Proofing Your Contact Centre: What Comes Next?
17:15 – 17:30
Closing Remarks
POWER OF CONNECTIONS
Whom will I meet there
C-Level Executives, Directors, Heads of Departments, Senior Managers, Banking, Retail, Telecommunication, Insurance
Contact Centre | Customer Care | Customer Support I Digital Experience | Customer Insight & Satisfaction | Digital Transformation | Omnichannel Management | Complaint management | Sales Distribution | Telesales & Quality assurance | Knowledge Management | Conversational AI and Chatbot
Retail Banking Insurance Telco
Retail Banking Insurance Telco
Retail Banking Insurance Telco
Retail Banking Insurance Telco
Retail Banking Insurance Telco
WELCOME TO
Lisbon
Nestled along the Atlantic coast, Lisbon, Portugal, sets the stage for our 14th Annual Excellence in Contact Centre Summit. With its historic charm and modern vibrancy, Lisbon offers a captivating backdrop for collaboration and innovation. From iconic landmarks like Belém Tower to its renowned cuisine, attendees will be immersed in the city’s rich culture. With a thriving tech scene and warm hospitality, Lisbon promises to inspire meaningful connections and insights at our summit.
ABOUT US
Excellence through knowledge
Founded in 2013, BINA is a global leader in event management, specialising in in-person and virtual conferences. Headquartered in Central Europe, Slovakia, and supported by three overseas offices with recent expansions in Germany and India, we connect professionals worldwide. Our expertise spans industries such as Financial Services, Telecommunications, Pharmaceuticals, Retail, Aviation, Tourism, and Automotive.
We are young, energetic, focused, and determined to deliver the best customer experience to our clients. At BINA, we’re committed to setting new standards of excellence and exceeding expectations in every event we deliver.
5000
Industry Experts Engaged
200
Partner Organizations
80
Repeat Participation Rate
Interested in becoming a sponsor?
If your company is interested in sponsoring this event, we’d love to hear from you. Send us a quick email and we’ll get right back to you with some more information and our sponsorship brochure
Feel free to
Contact us
Manish Kailkhura
Head Business Development
manish.kailkhura@binaconf.com
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Unnati Jain
Production Lead
Unnati.jain@binaconf.com
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Kristína Zaťková
Operations Lead
Kristina.zatkova@binaconf.com
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