Sarina Pratley

General Manager of Contact Centres ANZ, NZ

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


Check out the incredible speaker line-up to see who will be joining Sarina.

Download The Latest Agenda