The past year has brought about significant changes to the contact centre industry, with the trend towards remote/hybrid work accelerating, a focus on cost reduction, and a renewed emphasis on call centres delivering value through a superior customer experience. From our research with contact centre leaders, several key challenges consistently emerge:

 

• The proliferation of AI solutions makes it difficult to select and implement the right ones for a company's digital transformation journey.

• Personalising omnichannel services, self-service options, and all customer touchpoints to create a seamless customer experience is a daunting task.

• Cultivating a high-performance culture in contact centres is challenging across hybrid, remote, and distributed work settings.

 

The 6th Annual Contact Centre New Zealand Summit, returning to Tāmaki / Auckland in October 2024, brings together contact centre leaders from across the country to tackle these challenges, share best practices, learn about the latest trends, and find solutions to accelerate contact centre transformation.

 

Connect and collaborate with over 175+ contact centre and customer care leaders who are actively seeking guidance, solutions, and strategies to enable remote/hybrid work while maintaining a consistent customer experience, agent engagement and productivity, and security and compliance.