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
- 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
Directors, General Managers, Heads of Department, Senior Managers, Managers, Advisors and other professionals responsible for:
- Contact Centre, Help Desk
- Customer Experience
- Customer Service
- Service Delivery
- Digital Transformation, Engagement, Communication
- Omnichannel, Multichannel
- Workforce Planning
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
- Embracing customer centric culture in service delivery
- Re-focusing on the customer service ethos to deliver, cost effectively, an award winning CX
- PANEL DISCUSSION: Leveraging customer insights effectively to develop customer engagement strategies
- Will contact centres survive the 4th industrial revolution?
For the last 17 years Fiona has been a member of the senior management team at DHL Express Australia responsible for the design, development and execution of Customer Service strategies and initiatives including building an Insanely Customer Centric Culture aimed at delivering service excellence. She also works with other department heads to ensure DHL Express Australia’s strategic plans align with DHL’s global strategies.
Fiona recently developed and is implementing a program running in all business units driving Consistent quality across customer touch-points using Customer Service practises as the benchmark.
Under her guidance, the Customer Service Teams have been recognized for many awards most recently:
- Auscontact National Customer Award
- Auscontact National Operational Award
- The Australian Business Awards 2018 Winner Of Service Excellence
Knosys is a leading Australian Knowledge Management technology company headquartered in Melbourne, and servicing Australasia.
The Knosys Knowledge Management platform KIQ Cloud takes the enterprise model of Knowledge IQ’, a step further, opening it up to businesses of all sizes.
Create, control, share and collaborate company knowledge with a fast, cost-effective platform that integrates with the tools you already use. It’s now so easy for everyone in your organisation to be an expert, and to provide customers with the answers they need and the service they expect.
KIQ Cloud assist with staff retention, empowering your employees with knowledge, task ownership, process guides and encouraging engagement through collaborative tools, feedback, forums and quizzes.
Knosys brings KIQ Cloud to the market to ensure everyone has access to the knowledge and information they need to do their jobs well, and because it offers high level governance and compliance features – you can trust the information within your own customisable platform.
Control who creates and shares content and designate levels of access to maintain security and make it easier for your teams to find the content that’s relevant and useful to them.
Knosys knowledge management features are built with the customer at the centre of the knowledge universe, so the technology intuitively assists, engages, encourages and empowers everyone in the journey to experience better outcomes.
It’s Knowledge Management that makes sense – for powerful brand experiences.
Visit https://offers.knosys.it/free-demo-kiq-cloud for a free demo or watch our video to find out more.
DFP Recruitment Services is one of Australia’s leading recruitment companies operating across both the private commercial and public sector. Established in 1981, and with a national network of offices, DFP has developed a reputation for delivering quality services in temporary, permanent and volume staffing services. DFP’s end to end recruitment service is designed to source the best talent and deliver results that improve hiring outcomes and enhance retention rates.
DFP’s contact centre division, is an industry leader in contact centre recruitment and has extensive experience recruiting all roles including inbound and outbound customer service, inbound and outbound sales, retention, collections, specialist and senior appointments. An ongoing commitment to the rapidly evolving contact centre industry has led to innovations in candidate attraction, robust assessment methodology and incorporating the latest technology in service delivery. Innovative assessments include the DFP Contact Centre Simulator, a totally unique assessment tool, developed by DFP that evaluates candidates in a simulated contact centre environment in customer calls and live chat.
In 2013 DFP also established DFP Contact Centre+, a team dedicated to recruiting Executives and specialist talent in the contact centre industry.
Auraya is a world leader in voice biometric technology with the mission of empowering people and organisations to interact and engage with convenience and security in all channels and languages.
Auraya has developed the next-generation voice biometrics technology that delivers an easy to use yet highly secure verification capability. Auraya provides its technology to a global network of partners that incorporate Auraya’s voice biometric engine, ArmorVox™, into their secure, customer-facing applications and fraud detection solutions. The ecosystem of partners deliver solutions in all industries including government, education, healthcare, financial services, retail services and telecommunications.
ArmorVox is Auraya’s next-generation voice biometric engine designed for telephony and digital channel implementations. ArmorVox allows partners to provide frictionless and seamless customer experience and improved digital security using machine learning algorithms and patented features such as automated tuning process, speaker-specific thresholds and background models, impostor mapping, synthetic voice detection and voice collection process from browsers.
We are the world’s most reliable contact centre technology provider. Our global brand is built on our track-record of consistently honouring our commitments – to our customers, our staff and our shareholders.
Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENHG), is a leading global provider of contact centre software and service solutions that deliver enhanced customer service and transform the contact centre from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.
Supporting over 10,000 customers, in 120+ countries, Enghouse Interactive works within any local regulatory environment and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.
Clevertar is an award-winning Australian company that has developed a brand-new type of chatbot – a world-first where you can have a Virtual Human widget on your website.
Enable conversations with your consumers for enquiries, sales and support, even over time. Be available 24/7 to satisfy their desire for self-reliance and reduce demand on human advisors.
Create your own programs for:
Clevertar’s Virtual Humans are programmed with your unique script, meaning they can answer FAQs around the clock, reducing the burden on your customer support team and freeing their time so that they can help other consumers with more specific and complex needs.
Our Virtual Humans can do everything that your full-time human call centre staff can when it comes to lead generation, gathering all-important contact information such as email addresses, phone numbers and requirements to ensure conversions.
If your business has ongoing conversations with consumers where repetitive conversations, monitoring and compliance are important, our Virtual Humans can be used as part of your very own mobile coaching program.
Learn more: www.clevertar.com
8×8, Inc. (NYSE: EGHT) is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre and enterprise-class API solutions powered by one global cloud communications platform. 8×8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business. For additional information, visit www.8×8.comhttp://www.8×8.com//aum/au, or follow 8×8 on LinkedIn, Twitter and Facebook.
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.”Service Recovery Team Leader, Department of Industry NSW
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 …
Endorsers & Media Partners
Matchboard simplifies the way companies find new suppliers, and suppliers find new clients. We are the business world’s answer to online dating, matching the market for hundreds of products and services which help you acquire and service customers.
No matter how you interact with your customers – through contact centres, the web, apps, bots, social media, video or in person – Matchboard finds you the best solutions for your needs, using our award-winning matching technology.
CX Central was built to provide a useful resource for people looking to learn more about the contact centre and customer experience industry in Australia.
A website where you can find independent, free content and resources that are not bound by the constraints of vendors or hidden behind paid membership walls.
We take great pride in being vendor agnostic and believe that by helping, and promoting our industry we will all benefit and prosper.
More broadly, CX Central is part of CX Group Australia – helping businesses and customer experience professionals to source, deliver and optimise customer experience solutions to drive business outcomes.