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Overview

As the expectations of the modern consumer evolve, so to must contact centres adapt their methods of engagement. Digital interactions currently account for over 35% of all interactions and are projected to overtake telecommunications within two years. It is crucial for contact centres to invest in digital platforms strategically to ensure a frictionless, easy and immediate journey across channels.

The summit features leading national and international case studies from across the private and public sectors with proven techniques to optimise your contact centre’s operations and enhance the customer experience through emerging technology, workforce optimisation and effective use of customer data and analytics. This summit also provides attendees with strategies to optimise resources and reduce costs while exploring the benefits of moving centres off-shore and investing in digital platforms.

Attend this practical summit and learn how to:

  1. Meet the needs of the future consumer through a seamless omni-channel environment
  2. Explore the practicalities of off-shoring processes while prioritising the customer experience
  3. Optimise your workforce through effective staff acquisition, development and retention
  4. Leverage emerging technologies and moving to automated platforms to enhance efficiency
  5. Utilise customer journey mapping and analytics to develop informed campaigns and responses

This thought leadership programme is developed for senior executives involved in:

  1. Contact Centre Management
  2. Customer Service
  3. Customer Engagement
  4. Workforce Optimisation
  5. Contact Centre Operations

Join us

    1. 150

    Attendees

    1. 30

    Speakers

    1. 10

    Sponsors
    And Exibitors



Download this document to view: the most up to date agenda, confirmed speakers for 2017 and testimonials.

CONFERENCE DAY ONE

Monday, 25th September 2017

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CONFERENCE DAY TWO

Tuesday, 26th September 2017

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Speakers

Sponsors

Partners

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Registrations

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

Choose Your Package

Government Rates

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Non-Government Rates

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Solution Provider Rates

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Venue

  1. Pullman Melbourne on the Park
    192 Wellington Parade,
    Melbourne VIC 3002,
    Australia
    +61 3 9419 2000

Contact Akolade

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

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