During the last 24 months, extreme and unprecedented disruptions have contributed to a significant industry-wide shift in how contact centres are managed and operate. As a result, we have witnessed an industry wide transformation and change in contact centre operations and service delivery to remain relevant, competitive, and sustainable.  
 
Challenges still loom over the contact centre industry; what can be done to leverage technology and data to drive digital transformation to elevate customer experience? How can we boost agent engagement to enhance performance and satisfaction? How can contact centres better utilise resources under evolving market conditions? 
 
Continuing our successes, the 5th Annual Contact Centre New Zealand Summit will bring together senior contact centre and customer care leaders to tackle how you can overcome the modern contact centre’s critical operational challenges for operational success. 
 
VIEW THE 2022 AGENDA  |  ON-SITE HIGHLIGHTS   
 
 
Pictorial highlights from our Contact Centre & Digital Transformation Event series: 
 
 

ACCESS THE FULL ALBUM    |    ON-SITE HIGHLIGHTS

2022 Speakers

Sharron Botica

Chief Customer Officer

AIA

Martin Fox

Customer Service Centre Manager

St John NZ

Prashant Bakshi

Chief Customer Officer

New Zealand Qualifications Authority

Sarina Pratley

General Manager Contact Centre

ANZ

Bridgette Dalzell

General Manager Customer Connection Hubs

Bank of New Zealand

Mark Richards

Northern Communication Centre Operations Manager

Fire and Emergency NZ

Tara Parata

Head of Customer Care

Genesis Energy

Skye Nicholls

General Manager Operations and Transformation

Canon Australia

View all speakers

2022 Sponsors & Exhibitors

View all Sponsors

2022 Event Highlights

  • Learn how digital channel evolution can be used effectively to drive improved customer outcomes from the Accident Compensation Corporation
  • Build resiliency within your care centre and find out how to manage large teams under remote working conditions with St John NZ and Tourism Holdings Limited 
  • Hear from Honda NZ on driving the customer experience ecosystem internally and bringing stakeholders into the CX journey
  • Look deeper into Trade Me’s support experience in achieving new ways of working through transforming operations
  • Receive first-hand insight into the latest operational developments of some the most crucial contact centre services in New Zealand, including Fire and Emergency NZ, Inland Revenue and the NZ Qualifications Authority
  • Dive into panel discussions to find out how to leverage technology to benefit all center channels for both customers and agents 
  • Emulate best practices from the AIA and BNZ on how they improved customer retention and satisfaction by leveraging data and technology to develop a successful customer-centric strategy.
  • 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. 
 

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  
  • Digitisation  
  • Technology  
  • Workforce Engagement 
  • Resource Planning 
  • Customer Service 
  • Customer Experience 
  • Customer Engagement 
  • Customer Care 
 

Sponsorship Opportunities | 2023

If you have new and innovative products, solutions, services, or technologies relevant to the contact industry, our delegates want to hear from you. We have a number of sponsorship packages available to suit all budgets. 
 
Make the Contact Centre event a part of your marketing strategy in 2022-23 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.
 

TESTIMONIALS

2022 Event Venue

The Cloud, Queens Wharf, Auckland/ Tamaki Makaurau

T:
+64 9 309 2677
 
Tower 1, Level 4, 205 Queen Street, Auckland 1010
 
Meeting Room: Room 4.02
 
T:  +64 800 897 548
 
How to get there: For directions and navigation details please click here.