Conference Day One: Thursday, 27 February 2020
Thursday, February 27th, 2020
4:05 PM Drop the Mic: Outsourcing and Offshoring: What Will the Contact Centre of the Future Look Like If we Effectively Offshore?
This panel will look at the future of contact centres and whether organisations should outsource parts of their operations for cost reduction and process efficiency. This session will determine how we need the right call routing technologies, workforce capabilities and messaging across both our internal and outsourced contact centres.
It is here our panellists will debate from four perspectives on the pros and cons of:
- Outsourcing your contact centre for a short amount of time
- Outsourcing contact centres permanently
- Building your own offshore facility
- New training capabilities for consistency in agent delivery with every customer
At CCWomen we are proud to provide a community where we can share our story and give advice to other women in the CX and contact centre industry.
In Australia 29.6% of directors in the ASX 200 are women. While this is a steady improvement from 2016 where only 13% of women held chair positions, as a country there is still a way to go in both workplace diversity of gender inclusion.
In order to get a better understanding of CX women in business, our panellist will share their stories regarding their career, current projects at their organisation, thoughts on mentorship and what advice they would give to the rest of the community.