Consumers are significantly smarter, more informed and aware. They expect better and faster service. Contact centres have changed dramatically in the last decade however one thing remains the same: the goal to deliver great customer experience. Transforming Contact Centres will deliver practical solutions for companies that want to execute real business change. This event will focus primarily on innovative ideas which will assist contact centre leaders in their delivery of customer experience. Hear from national and international industry leaders at Transforming Contact Centres on their business transformations, offshoring decisions and implementation of emerging technologies. This summit will also feature case studies which focus on the “how”, rather than the “what” when it comes to real business change. Attendees will be provided with strategies to integrate and leverage the latest customer contact technologies whilst using consumer data to inform service strategies.
Download this document to view: The most up to date agenda, confirmed speakers for 2019 and testimonials.
“The summit allowed me to compare and benchmark our organisation against some of the leading customer service providers in Australia. The learning and insights gained have propelled me towards achieving improved customer service outcomes for our organisation.”
“What I enjoyed most was hearing about the experiences of other business and the reality of trying something new and how you learn from them. This summit allows people in the call centre industry to do that. It was well thought out and planned.”
“The speakers were extremely knowledgeable and forward thinking. I got a lot of ideas on how to improve the everyday productivity of my team.”
“A strong event, which was well run and expertly facilitated. There were many engaging and well thought out presentations from a diverse range of speakers representing a broad cross-section of industries, a lot of great insights and some valuable learnings shared by different organisations to take away. It was definitely a worthwhile 2 days, and I look forward to the next one.”
“The contact centre summit was fantastic, a productive and valuable 2 days spent with leaders across the contact centre industry. Myself and my team got a great deal of value hearing about the trends and new tech in the service space. Great opportunity to gain insight into the headwinds facing the world of customer experience in 2019 and beyond.”
“I found all of the presenters interesting and well prepared. I came away with a lot to consider and review in my day to day work applications from thought patterns through to high level technological solutions.”
“The Contact Centre Summit was an excellent forum to hear great stories from a range of contact centres and tech companies. Was great to reflect on our own progress and journey. It validated my thinking on a number of focus areas and outcomes for which we are on the right track. I also challenged me to look at how we would leverage AI/ML effectively to better understand our customers (students) to derive useful insights and then deliver solutions - in a continuous improvement loop.”
“A great event for those who work in, or closely to contact centre ecosystem. Highly recommended if you want to know what your cohort in the community are doing (good, bad or otherwise).”
Tweet about this event using #CCTransform19 and @AkoladeAust for event and industry updates!