Integrating technologies with human capability for end-to-end CX
Conference Date
27th & 28th November 2019
Location
ICC Sydney
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Overview

Enhancing operational efficiency & customer satisfaction across all contact channels
Contact centres sit at the frontline of an organisation, they play a critical role in building trust with customers, whilst improving overall customer relationships. In the customer service industry, millions of dollars are spent every year in contact centres. With increasing demands from customers and technology development, contact centre managers are under high pressure to improve operational efficiency and manage costs to deliver extraordinary customer experience.

The Delivering Customer Centric Contact Centres conference brings together customer service leaders to discuss challenges in achieving operational excellence and delivering optimal customer experience in their contact centres. Attendees will explore strategies to establish customer centric operations, leverage analytics to drive decision making, engage the workforce to maximise productivity and service quality.

Organisational benefits of attending
  • Support business goals by building customer trust and improving customer experience
  • Takeaway workforce planning and management tools to engage agent for improved productivity and performance
  • Uncover strategies and explore new technologies to get ready to move contact centres to the cloud
  • Enhance your knowledge on how to implement AI, Chatbots and other technologies to your contact centres
How did our attendees benefit at our previous CX events?
  • 95% would recommend this conference to their industry peers
  • 93% referred to the event as an excellent platform to address challenges & create viable strategies
  • 90% appreciated the many networking opportunities
Who will attend?

Directors, General Managers, Heads of Department, Senior Managers, Managers, Advisors and other professionals responsible for:
  • Contact Centre, Help Desk
  • Customer Experience
  • Customer Service
  • Operations
  • Service Delivery
  • Digital Transformation, Engagement, Communication
  • Omnichannel, Multichannel
  • Workforce Planning
  • IT

 

Attend to learn:

  • Optimise omnichannel strategies to provide consistent services
  • Position your contact centre at the heart of your customer centric program
  • Leverage AI & other technology to enhance customer satisfaction
  • Enhance workforce engagement to increase productivity & efficiency
#contactcentres19  

Key Speakers

Sue Ferguson
Director Contact Centres
Service NSW
Renzo Urzua
Global Contact Centre Management Trainer
Mastercard
Kristina Pushik
Head of Contact Centre
NIB Travel Insurance
Tim Buzza
Manager Workplace Innovation
IAG

Sponsors

What People Are Saying

  • “The conference organised by Criterion was absolutely amazing! The selection of topics and speakers was diverse and highly informative. There were no technical delays and the conference
    ran almost perfectly on time. Thank you for allowing so much time to network and for allowing all of us to gain ideas and build on the shared knowledge. If you are looking for a professional, well-organised and dedicated team to organise your next event, choose Criterion.”

    Tahlia Lacey
    Service Recovery Team Leader, Department of Industry NSW

Blog

  • Date: 26 Nov 2018  By: Sharon Melamed

      Let’s not beat around the bush – over the past decade, it’s been the public sector that has propped up the Australian contact centre outsourcing industry. While companies in the private sector steadily migrated their operations offshore, state and Federal Government has gone from an inhouse service delivery model to a hybrid inhouse/outsource model, …

  • Date: 13 Nov 2018  By: Ash Natesh

    In achieving customer service excellence there is no ‘one-size-fits-all’. There are diverse ways in which public sector departments, agencies and local councils are setting their customer-centric service strategies, providing unique insights into the key factors for success. We spoke to Fiona Keough, Chief Executive Officer, Auscontact Association about the various depths of understanding customer experience …

  • Date: 1 Nov 2017  By: Sharon Melamed

    As a citizen, it’s hard not to notice how government customer service has improved in strides over the last several years. From the speedy processing of a driver’s licence renewal to a callback service so you don’t have to wait in lengthy queues at tax time. But there’s more to come, and the private sector …

  • Date: 11 Oct 2017  By: Eileen Cai

    Organisations and businesses are constantly on the lookout for ways to improve the efficiency of day to day operations and the quality of their products to customers. Digital transformation is leading the way in the government sector to meet the rising expectations of customers. The Department of Immigration and Border Protection (DIBP) for example, is …

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