Continuing our success as New Zealand’s leading contact centre event, we return to Auckland this November with a fresh new line-up of thought leaders from the country’s top organisations to address the ongoing uncertainty and emerging opportunities within a post-lockdown customer contact centre environment.
As organisations adapt to a new norm in operating conditions brought upon by unprecedented disruptions, it highlights the need to manage a vastly evolving contact centre ecosystem. It has changed the way we think about the contact centre workforce, technology, operations and most importantly the customer.
This year’s program will address three core disruptions impacting the modern Contact Centre which includes:
- Technological developments, as an enabler for contact centres to not only streamline and automate processes, but to aid agents and improve productivity.
- Digital & Operational transformation, showcasing an increased focus on omnichannel integration and flexible/ remote agent programs.
- Customers at the heart of operations, showcasing effective ways to embed customers at core of operations through deeper and broader understanding of customer journey and experience.
This practical 2-day summit is the perfect platform to learn from some of the country’s largest contact centres, share your own experiences and network with over 100 other customer contact centre leaders.
Key speaking organisations include:
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