NEW Bespoke Virtual Roundtables available on demand

Contact Centre New Zealand Summit - New 2020 dates!

Two-day Summit | 24-25 November 2020 
Post- Summit Workshop |  26 November 2020

With the success of our previous Contact Centre New Zealand Summits, the event returns in November to explore strategies, processes and technologies to improve service outcome, streamline customer experience and improve call centre culture and engagement. 
Extensive research with key stakeholders from Australia and New Zealand's public and private sector contact centres tells us that this discussion is relevant now because: 
  • Customers and citizens are expecting increasingly higher levels of service, demanding a better more engaging and outcome driven experience when they engage with call centre agents
  • Advancements in technologies like AI & Automation are being billed as a potential silver bullet to meet demand and deliver efficiencies, but there are questions marks 
  • Increased correlations between a healthy workplace culture, productivity and improved customer outcomes 
The challenge faced by today's contact centres is how do you improve customer/citizen service outcomes and call centre experiences, increase volume of transactions, keep staff engaged and balance investment in digital innovation - all while operating within a limited budget, using legacy systems, and managing diverse staff members in a dynamic and high-stress environment?
As a Contact Centre solution provider, we offer the opportunity to promote your solutions, services, products and expertise to 15,000+ targeted recipients from across both the government and private sector(s). 

NEW: Bespoke Virtual Roundtables available on demand  

Our Virtual Roundtables facilitate an opportunity for our community of senior executive to have thought leadership conversations to discuss solutions to complex business challenges that are worth solving without having to leave their office or from home. 

2019 Key speakers

Megan Papadopoulos

Head of Consumer Connection

Bendigo & Adelaide Bank

Emily Bayford

Contact Centre Channel Manager


Sarina Pratley

General Manager NZ Contact Centre


Daisy Johanas

Sales Centre Manager

Bank of New Zealand

Sheryl North

Channel Lead, Customer In Home

Spark NZ

Nina Haslip

Head of Contact Centre

Coca-Cola Amatil NZ

John Pratt

Manager, Contact Centre Practice


Lisa Macnee

Head of Customer Engagement

TSB Bank

View all speakers

2019 Event Sponsor

View all Sponsors

Who Attends?

Key decision makers and influencers involved in contact centre management and operations in both the government & public sector:
  • Customer Service 
  • Customer Care 
  • Customer Contact 
  • Customer Engagement 
  • Workforce Optimisation 
  • Contact Centre Workforce Planners
  • Contact Centre Operations 
  • Heads of User Experience 
  • UX Managers 
  • CX Managers 
  • Client Relations
  • Heads of Member Services 

Why did they attend in 2019?

  • Learn how Bendigo & Adelaide Bank combined their customer experience with technological innovation and workforce management to deliver a personalised customer experience
  • Hear how AustralianSuper implemented, monitored and upgraded their live chat and chat-bot resulting in greater levels of customer satisfaction and staff engagement
  • Discover how Auckland Council developed a robust recruitment and training programme to drastically reduce attrition rates 
  • Find out how ANZ, Vodafone, NIB Health Funds improved customer retention and satisfaction by leveraging data and technology to develop a successful customer-centric strategy
  • Hear how Toyota created an award-winning contact centre with only 10 staff that set and achieved high-level KPIs and created a buffer against staff attrition 
  • Learn how Spark introduced remote agents, resulting in the same outcomes with a reduced headcount, and a reduction in absenteeism
  • Hear about the latest employee engagement strategies from Coca-Cola Amatil, the Ministry of Business, Innovation & Employment, KiwiBank and Booster 
  • Emulate best practices from Housing NZ, Auckland Council and IAG in adopting emerging digital channels, improving CX and boosting workforce productivity 
  • Join our full-day workshop with Service NSW on how to maintain engagement through digital transformation 
  • Participate in every one of the six interactive roundtable discussions

Sponsorship Opportunities | 2020-21

Our delegates are looking for solutions to address the following challenges; 
  • How do you select and implement the best technology and channels to capture customer feedback and analyse data to make better strategic decisions 
  • 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?
  • What programs, incentives and initiatives can you implement to increase staff learning and engagement, to maximise your limited resources?
If you have new and innovative products, solutions, service or technologies relevant to this space, our delegates want to hear from you. We have a number of sponsorship packages available to suit all budgets. 
Make a Contact Centre Series Event part of your marketing strategy in 2020-21 and guarantee the opportunity to reach your target market at this proven and trusted event series. Our sponsorship packages offer a unique platform to inform and educate a qualified audience of key stakeholder from the contact centre industry. A customised marketing solution ensures that each unique sponsorship package compliments your existing marketing mix, allowing you the opportunity to gain direct and personal access to new and existing customers. Join the other sponsor partners and position your business to be a global sponsor and speaker partner. 
Who should sponsor?
  • Telco/internet providers
  • Omni-channel solution providers
  • Unified Communication vendors
  • Cloud Contact Centre solution providers
  • Data Analytic solution providers
  • Speech Analytic solution providers
  • Digital Transformation providers
  • Contact Centre hardware providers
  • Contact Centre BPO & BPM providers
  • Process automation vendors
  • AI, Chatbots/Live-chat providers
  • Workforce Optimisation providers
  • Security Solution providers
  • Monitoring & Tracking solutions 
  • Recruitment agencies  
How can you engage?
Network - You and your team will enjoy unrivalled networking opportunities with senior decision makers during the event’s networking sessions, morning tea, lunch and afternoon breaks.  
Speak - Present your company, showcase your knowledge and demonstrate your expertise by speaking to senior decision makers in an open and engaging platform. 
Exhibit - Stand out from the crowd and demonstrate your solution in person with a stand or table display at the event. This can also be used to respond to onsite enquiries or setup meetings with delegates. 
Brand - Raise your organisation’s profile and position yourself as an authority in the industry by being branded as one of the Contact Centre Series partners. You will receive extensive branding opportunities in the lead up to, during and after the event. 


Save With Our Group Discounts




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The 3rd Annual Contact Centre Summit will be held at a premium hotel in the Auckland CBD.