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Overview

As the expectations of the modern consumer evolve, so too must contact centres adapt their methods of engagement. By the end of this decade, only 15% of customer interactions are expected to be via voice channels and 95% of customers currently use three contact channels. To remain competitive and sustainable, companies must invest strategically to ensure a frictionless customer journey across channels.

The forum features leading national and international case studies from across industries with proven techniques to recruit, engage and retain an efficient, customer-centric workforce. This summit also provides attendees with strategies to integrate and leverage the latest customer contact technologies whilst using consumer data to inform service strategies.

Benefits of attending:

  • Leverage customer intelligence for a superior service experience
  • Uncover the emerging role of AI and automation in ensuring high customer satisfaction
  • Provide a seamless omni-channel experience to engage customers through their preferred platform
  • Recruit, retain, engage a dynamic workforce to drive organisational growth
  • Employ consumer data to inform service delivery and provide personalised solutions

Designed for professionals involved in:

  • Contact Centre Management
  • Customer Service
  • Customer Engagement
  • Workforce Optimisations
  • Contact Centre Operations

What’s new in 2018

    1. 4

    streams

    1. 200

    attendees

    international case
    studies

    1. 3 x

    ‘Head of Contact Centre’
    exclusive closed door roundtables

    Australia’s leading contact centres

    1. 90 %

    New speakers

    Industry and Association Partnerships

    Onsite Business Matching App

Download this document to view: The most up to date agenda, confirmed speakers for 2018 and testimonials.

Testimonials

Programme

CONFERENCE DAY ONE

Tuesday, 23rd October 2018

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CONFERENCE DAY TWO

Wednesday, 24th October 2018

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POST CONFERENCE WORKSHOPS

Thursday, 25th October 2018

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Advisory panel

Susanna Douglas

Head of Contact Centre

Momentum Energy

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Justin Tippett

Managing Director

Contact Centre Central

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Andrew Crawford

Head of Contact Centres

The Travel Corporation Australia

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Speakers

Sponsors

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Download to view sponsor packages and networking opportunities

Download Prospectus

Partners

Endorser

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Media partner

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Media partner

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Registration

To register for 2nd Contact Centre Summit, select the appropriate package below:

Choose your package


Government rates

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Corporate rates

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Solution provider rates

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Venue

  1. Pullman Melbourne on the Park

  2. 192 Wellington Parade

  3. Melbourne VIC 3002

  4. Australia

  5. +61 3 9419 2000

Contact Akolade

  1. 02 9247 6000
  1. 02 9247 6333
  1. info@akolade.com.au

Follow this event

Tweet about this event using #contactcentre18 and @AkoladeAust for event and industry updates!