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 2017 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 2017 AUSTRALIA as an extension of the 17th 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!

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

Main themes include:

Leading in Uncertain Times

Creating the Contact Centre and Super Agents of the Future

Look Beyond Traditional Boundaries

Capitalising on the New Customer Experience

Upskill Your Frontline into Leadership Positions

Maximising Seamless Customer Connections

Highlights from Contact Centre Week 2016:

Interactive Sessions

Case Studies an best practice examples by Australia’s leading regulators, law enforcers, and industry professionals

Real Situation Analysis

Interactive discussions including expert led panels and roundtables

ISO Technical Committee

Presence of prospective providers

Reduce Costs and Improve Quality

Incredible networking opportunities

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 2017. 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.

Download Agenda

Who will you meet at Contact Centre Week 2017

Heads/Directors/Managers of:

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

Sponsors & Exhibitors
Media Partners