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:
Designed for professionals involved in:
‘Head of Contact Centre’
exclusive closed door roundtables
Australia’s leading contact centres
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.
“This year’s Contact Centre Summit allowed me to catch up on all things CX, technology and hear from companies who I have admired. Having been out of the picture for a couple of years it was great to be back with passionate likeminded individuals and those companies which they represent. The contact centre world is incredibly unique, filled with CX champions who want to provide the best service to their customer base. It was great to hear all the presenters live this ethos. Compliments to Akolade for putting on a first rate summit.”
“I thoroughly enjoyed attending the Contact Centre Summit, taking down a lot of notes from the insights shared from the speakers at the event that can be useful for my contact centre. Looking forward to next year!”
“Really enjoyed the conference with valuable information. A well organised event.”
“I found the conference really interesting and relevant. I will definitely use the learnings when considering the strategy for our customer service.”
“Fabulous event. Get this in your diary for 2018.”
“This was one of the best contact centre summits I’ve had the privilege of attending in 2017. Looking forward to 2018.”
“This was a very informative conference. The location was very good as was the venue. Lots of really good speakers with a wealth of knowledge.”
“A very professionally organised and run event.”
“Opportunity to listen to key influential speakers in the industry - The opportunity to choose between two different streams based on business needs and interest.”
Head of IVR & Contact Centre Platform Optimisation, Omni Channel & Customer Experience
Download to view sponsor packages and networking opportunities
Tweet about this event using #contactcentre18 and @AkoladeAust for event and industry updates!