Strategy, Technology, and Innovation for Contact Centre Leadership and Transformation
Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously.
To make things even more challenging, customers want businesses to know them and their preferences so they can deliver services in a way that best fits customers’ personal needs. And the experience needs to be fast, efficient and easy.
To be successful, Contact Centre Leaders need to effectively balance the personalisation of service against the cost of delivery, all while staying ahead of rapidly changing customer expectations.
Brought to you by the organisers of Customer Contact Week, the 4th annual Contact Centre Leader’s Exchange is an invite-only event, focused on only the most senior decision makers for contact centres.
It’s where contact centre decision makers from across multiple industries come to share best practice in an intimate peer-to-peer format - and learn about the latest contact centre solutions through brokered high level meetings and interactive discussions.
Take part in one-to-one private business meetings with data and analytics solution providers that can help you navigate your biggest challenges.
5 Star Venue
Take 2.5 days out of the office to not only learn, but also to relax and brainstorm in luxury at a resort in Gold Coast. Bonus: Accommodation is waived for qualifying attendees.
Mix & Mingle
Because of the unique structure of the Exchange, networking is more productive with shared challenges, insights and goals during scheduled activities.
Benchmarking
Customise your agenda by pre-selecting from over 25 crafted sessions reflecting the strategic issues senior data & analytics executives have identified as priorities.
Project Analysis
Your specific challenges are put under the spotlight and unpacked by peers and experts through outcome based group discussions.
Exclusive
The Exchange gathers only 50 top tier Head/Director/General Manager of Contact Centre from ASX 200, multi–nationals and the largest government agencies, so you can forge relationships with executives of the highest credentials.
”Having the smaller group and being more intimate gives you the opportunity to ask more questions. I also felt a sense of trust in all of the sessions, particularly the BrainWeaves, where people were talking openly and honestly about their challenges.”
“It was interesting to learn that the challenges we face are very similar, regardless of the industry we're in. The honesty and the transparency of information being shared creates a well-rounded exchange program. It’s really hard to find these. I really enjoyed the freedom to choose your own adventure… I could talk to vendors,do some BrainWeaves, network as well - it was awesome.”
“This is my second year here. I think it’s probably the one conference you want to come back to as a contact centre leader or anyone in customer care. From my standpoint, it’s the one you have to put on your calendar.”
“What I’ve enjoyed the most is just the ability to connect with like-minded executives across the contact centre space. You always come to these things a little bit skeptical about value, but the structure of this particular Exchange has been really pleasing. I really like the BrainWeave concept, and the ability to be able to spend an hour’s worth of time around different topics, learn from people’s failures and what’s worked well. It really provokes a different conversation which has been really powerful.”
Post Show Report - Contact Centres Leaders Exchange 2018
With the workforce digitalising at an exponential rate, and customer expectations increasing alongside it, A/NZ’s Contact Centre leaders are being forced to rethink the way their organisations...
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