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