Disruption and innovation in call centre models for greater customer experience and engagement

Wellington | 21-22 November 2018         View Full Program Here

Post-Conference Workshop | 23 November 2018         View Workshop Here
 
Contact Centre Summit NZ (Wellington, 21-22 November 2018) brings together government and private sector contact centre leaders to leverage best practices and maximise opportunities in blending existing and new channels to optimise customer experience and engagement. 
 
Digital disruption has transformed the way customers and businesses interact. To continue acquiring and retaining customers, businesses must be fast to adopt digital services and support multiple channels in their contact centre model. The rules of customer engagement have changed. With the next generation of tech-savvy customers demanding faster and better services, the digital transformation of call centres must be a top priority to stand out in an increasingly competitive marketplace.  
 
  • How to deliver consistent omnichannel experiences to meet the needs of the future customer? 
  • How to incorporate digital channels into your customer engagement model?  
  • How to optimise workforce productivity through effective staff acquisition, development, engagement and retention? 
  • How to leverage technologies to enhance operational efficiency and user experience? 
  • How to better integrate people, processes and technology for a more productive and efficient call centre? 
 

WORKSHOP: Achieving better customer outcomes and reducing the burden on the organisation by delivering service excellence 

 
Overview:
 
As the next generation of sophisticated customers is savvier and more informed, businesses are under pressure to deliver more effective and efficient services. As such, organisations are increasingly prioritising the customer journey to improve the overall experience. 
 
By adopting a customer-driven framework for continuous improvement, innovation and value creation, this workshop will provide you with practical frameworks to help you turn your organisation’s customer experience vision into a customer experience reality. 
 
Reasons to attend: 
 
  • Learn how to turn “CX”, or “CEM” from being just another passing popular term or new job title, into a strategic enterprise-wide agent for business improvement and change. 
  • Of those organisations that set out along the journey of customer experience enlightenment, many only reach half-way, and without a clear strategic objective and roadmap, they run the risk of wasting vast amounts of time and money chasing yet another trendy three letter acronym.  
  • Now, more than ever, organisations must build a customer-driven enterprise that can remove barriers to business, seek out and fix the problems that customers experience, and excel at service delivery. 
 
This one-day workshop draws from more than 20 years’ experience working with the major private sector and public-sector organisations in New Zealand, Europe and the United States, to help them turn their customer experience vision into a customer experience reality.  It presents a series of frameworks, blueprints and guides to help you achieve these goals too.
 

Contact Centres New Zealand Speakers

Mareena Corbett

Manager, Customer Contact Centre

Yarra Valley Water

Jeff Montgomery

Registrar-General Births, Deaths and Marriages, General Manager Services and Access – Life Events, Identity and Passport

Department of Internal Affairs

Amanda Singleton

Chief Customer Officer

Watercare Services Limited

Prashant Bakshi

Chief Customer Officer

New Zealand Qualifications Authority

Nigel Clark

Executive General Manager Customer Operations

Genesis Energy

Antony Welton

Human Resources Director

Vodafone

Christian Smith

Contact Centre Director

Stuff

Julie Valencia

Head of Customer Care

Paymark

View all speakers

Contact Centre New Zealand Sponsors

View all Sponsors

Why Attend Contact Centres NZ

  • Learn how Yarra Valley Water effectively reduced employee attrition through greater employee engagement
  • Hear from the Department of Internal Affairs how measuring, tracking and monitoring customer experience is key to delivering citizen-centric services 
  • Learn how Genesis Energy has integrated UX and CX to build a more sophisticated call centre 
  • Uncover the future of customer experience and engagement with New Zealand Qualifications Authority, Farmlands Co-operative Society, Southern Cross Health Society and Ministry of Justice 
  • Build a customer-driven and highly-engaged workforce with Paymark, NIB, Palmerston North City Council, Meridian Energy and Vodafone  
  • See how Spark and Accident Compensation Corporation deliver a seamless omnichannel customer experience and the success it has brought them 
  • Emulate the productivity and performance gains AMP New Zealand have realized with their new employee engagement model  
  • Identify and maximise the right technologies with Callaghan Innovation for improved call centre productivity and efficiency 
  • Understand how Transaction Services Groups, Stuff, Housing New Zealand, Inland Revenue NZ and Stats NZ are managing costs to improve operational efficiency  
  • Optimise social media to boost operational efficiency and customer engagement with Palmerston North City Council and Ministry for Primary Industries 
 
 

Who Should Attend Contact Centres NZ

Anyone involved in or has an interest in contact centre management and operations:  
  • Customer Service
  • Customer Care
  • Customer Contact
  • Customer Engagement
  • Workforce Optimisation
  • Contact Centre Operations
  • Heads of User Experience
  • UX Managers
  • CX managers
  • Client relations
 

Why Sponsor Contact Centre New Zealand

What solutions can your organisation offer our audience to address the following challenges:
  1. How do you select and implement the best technology and channels to capture customer feedback and analyze data to make better strategic decisions?
  2. How do you arm your call centre agents with the best tools to engage with the right customer, via the right channel at the right time?
  3. What programs, incentives and initiatives can you implement to increase staff learning and engagement, to maximize your limited resources?
 Why sponsor Contact Centres NZ?
  • Put your business front and centre: Sponsoring the Contact Centre Summit NZ forum will give your organisation authority in this sector and boost your credibility. Your brand will the throughout the event and attendees will be eager to learn more about your business.
  • Get in front of your target market: Sponsoring is a perfect opportunity to develop strategic partnerships with key industry decision makers from across the contact centre industry.
  • Increase your reach and exposure to new clients: As a sponsor, your name and logo will be used during these outreach campaigns, which provides the opportunity to generate media exposure and increase your company’s brand awareness.
  • Generate strong leads: Sponsoring the forum is a great way to generate quality leads because it will be attended by decision-makers actively seeking solutions to challenges in improving/enhancing their contact centres and dealing with digital disruption.
  • Deliver a great ROI: Sponsoring the Contact Centre Summit NZ forum will be cheaper and have a higher ROI than other advertising methods. Why? the
 
Who should sponsor Contact Centres NZ? 
  • Contact Centre Solutions/Customer Service
  • CX & UX technology solutions
  • BPOs
  • CRM & Knowledge Management Systems
  • E-Commerce/Payments
  • Consulting
  • Software/Hardware
  • Business Intelligence & Analytics
  • AI Technology
  • Telephony Solutions
To name but a fewis
 
For specific details of sponsorship and exhibition packages, please contact Saul Dollimore at info@aventedge.com or call him directly +64 9 890 9450.
 
 

Team Discounts


SEND 3 DELEGATES AND RECEIVE 5% OFF

SEND 4 DELEGATES AND RECEIVE 10% OFF

SEND 5 DELEGATES AND RECEIVE 15% OFF

5%OFF 10%OFF 15%OFF

Venue

The event will be held in a deluxe hotel in Wellington CBD. Delegates will be advised of the venue 4 weeks prior to the event.