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Download the Agenda

Resource Center

Visit the Resource Center for complimentary industry related content!

Sponsorship Opportunity


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Featured Speakers :

 Adriana Torres
Adriana Torres
Global Head of Customer Care Service
Visa USA
 Frances Southward
Frances Southward
Assistant Commissioner, Customer Service & Solutions, Service Delivery
ATO
 Jason Bradshaw
Jason Bradshaw
Director Customer Experience
Volkswagen Group Australia
 Rachna Gandhi
Rachna Gandhi
Chief Executive Officer
Service NSW
 Raj Grover
Raj Grover
Global Director, E-Commerce Client Services
Barclays Bank Singapore
 Brady Jacobsen
Brady Jacobsen
General Manager, Customer Contact Channels
Australia Post
 Tara Bate
Tara Bate
Learning and Development Manager
Smart Service Queensland
 Paul Claassens
Paul Claassens
‚ÄéHead of Contact Centres
ING Direct
 Chris Barnes
Chris Barnes
Head of Operations
National Australia Bank
 Sean O'Malley
Sean O'Malley
Director of Contact Centres and Operations Transformation
AMP Services Ltd
 Neil Harrison
Neil Harrison
Contact Centre Manager
iiNet
 Phil McCarthy
Phil McCarthy
Head of Member Services
QSuper

Contact Centre Week 2016

Australia's leading conference in customer service transformation personalising your journey one step at a time

As digitalisation is changing customer expectations in every sphere of life, contact centres must ensure that they are prepared to adapt to these evolutions. Embracing this shift to digital service produces a number of challenges, such as legacy systems, budget restrictions, and aligning your contact centre with the new existing channels. Not only must the contact centre succeed in customer satisfaction, but they must also maintain efficiency in staff engagement, productivity and loyalty. 

As the last remaining competitive differentiator lies in the customer experience, most organisations understand the importance of customer centricity. However, embedding the customer experience into the fabric of the organisation and ensuring that it’s a driving force is another story. Contact Centre Week 2016 is your opportunity to gain the insight and skills needed to transform the customer experience from the outside in. With customers defining the game and setting the vision for service excellence in the digital world, smart companies are assessing and delivering on what the customers expect and how they want to be serviced. The event will share practical case studies and action strategies for enhancing customer and employee engagement and driving business results. 

Addressing the Contact Centre Industry as whole, areas of focus will include Omni-Channel Excellence, Transformational Leadership, the new Customer Experience, Workforce Optimisation & Culture, Seamless Customer Connections, and Data & Analytics. 

IQPC is proud to host the Contact Centre Week 2016 AUSTRALIA as an extension of the 16th annual CALL CENTER WEEK from the USA. Do not miss your chance to be a part of the #1 customer care event in the world!

Main themes include:

  • Creating the Contact Centre and Super Agents of the Future 
  • Capitalising on the New Customer Experience
  • Maximising Seamless Customer Connections

Attend this summit to network and benchmark with your peers form all tiers of private & public sector across Australia and New Zealand.

The Contact Center Week 2016 will include

  • Case Studies an best practice examples by Australia’s leading regulators, law enforcers, and industry professionals
  • Interactive discussions including expert led panels and roundtables
  • Presence of prospective providers
  • Incredible networking opportunities
  • Interactive workshops to help you work through the most pressing challenges and develop key strategies you can implement back on the job

What will you take out of this Event?

Proven and practical experience is guaranteed at the Contact Centre Week 2016. Valuable ideas and practices will be experienced first hand through case studies presented by executives. You will learn from national and international customer experience experts to gain insights, identify opportunities and take away key strategies for successful customer experience management through the contact centre.

Who will you meet at the Contact Centre Week 2016?

Heads/Directors/Managers of:

Contact Centre Customer Success
Customer Care Innovation & Technology
Customer Experience Customer Support
Customer Engagement Contact Centre Sales
Customer Operations Customer Experience Technology
Customer Service Service Delivery

Lead Event Partner


Sponsors & Exhibitors
Lead Event Partner
Genesys Laboratories
Platinum Partner
Avaya Australia
Event Partners
IR - AU
Zendesk
LimeBridge Australia
Cyara - AU
Coral Active
Solution Provider
Global Speech Networks
Survey Dynamix - AU
Virtual Hold - AU
Unity4 - AU
Jacada - AU
AcquireBPO
Lectern Sponsor
Serco - AU
Media Partners
Media Partners
Call Center IQ
Matchboard
Customer Service Council