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TRANSFORMING CONTACT CENTRES THROUGH DIGITAL TRANSFORMATION, CX INNOVATION, WORKFORCE EVOLUTION AND LEADERSHIP DEVELOPMENT

Contact Centre New Zealand Summit - Auckland

 

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

 
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:
1. Technological developments, as an enabler for contact centres to not only streamline and automate processes, but to aid agents and improve productivity.
2. Digital & Operational transformation, showcasing an increased focus on omnichannel integration and flexible/ remote agent programs.
3. 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 2-day practical 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.
 
 
Hear from New Zealand's leading organisations including:
 
 
Cant make the event in person? Access our live-streaming ONLINE PASS
 
 
 
 
INTERESTED IN PARTICIPATING AS A SPEAKER, SPONSOR OR EXHIBITOR?   
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). 
 
DOWNLOAD THE SPONSORSHIP PROSPECTUS HERE   |   WHO SHOULD SPONSOR
 

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. 
 
 
 
DOWNLOAD THE VIRTUAL ROUNDTABLE PROSPECTUS HERE 

Key Industry Insights from

Gemma McBeath

GM Wholesale & Customer Service

Foodstuffs North Island

Chris Fletcher

General Manager Consumer Channels

Spark NZ

Stephanie Riordan-Edmonds

Head of Customer Service

Southern Cross Health Society

Jenny Squire

GM Customer Service Operations

Genesis Energy

Prashant Bakshi

Chief Customer Officer

NZ Qualifications Authority

Geoff Wintle

Segment Management Lead – Individuals

Inland Revenue

Sarina Pratley

General Manager Contact Centre

ANZ

Craig Ashton

Head of Contact Centres

ACC

View all speakers

2019 Event Sponsor

View all Sponsors

Who Attends?

This unique programme is purpose built for heads, leaders, influencers, and senior decision makers from the private and public sector contact/call centres involved in:
  • Strategy Planning 
  • Operations  
  • Transformation 
  • Innovation 
  • Digitization  
  • Technology  
  • Workforce Engagement 
  • Resource Planning  
  • Customer Service 
  • Customer Experience 
  • Customer Engagement  
  • Customer Care 
 
 
 
 

8 reasons to attend?

  • Receive first-hand insight into the operations of some of the largest and most successful contact centres in New Zealand, including ANZ, Foodstuffs, Inland Revenue, Southern Cross Health Society and Ministry of Business, Innovation & Employment
  • Learn how the New Zealand Qualifications Authority has utilised new technology to aid rather than replace their agents, with zero-staff turnover since the organisation’s digital transformation.
  • Gain insight into the ACC’s contact centre transformation journey and how the organisation successfully shifted from a culture of volume to value. 
  • Learn how Spark NZ has implemented a digitally native, human centred and customer obsessed way of working within their frontline channels.
  • Discover how St John has implemented a mental-health First Aid Training course for their contact centre leaders, allowing early identification of mental health problems and providing support strategies that have improved agent retention rates.
  • Uncover how New Zealand’s top organisations responded to COVID-19 and how forced changes have altered how we traditionally think of Contact Centre operations. 
  • Learn how Inland Revenue has used Data and Advanced Analytics to strengthen customer relationships and enhance their customer experience.
  • Explore how Meridian Energy has driven cultural transformations in their Contact Centre through business led change and the roll out of Omni-Channel technology.  

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. 
 
 

Testimonials

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Venue

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