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Agenda

  • Registration and Morning Refreshments

  • Opening Karakia

  • Chairperson’s Opening Address

  • Opening Keynote: Leveraging human-assisted conversational AI for efficient customer experiences

  • Slido Poll: What are your contact centre predictions for 2024?

  • Presentation: Delighting Customers and Empowering Agents with the Latest Contact Centre Trends and Technology

  • Keynote Panel: Creating a digital contact centre with the human touch

  • Speed Networking

  • Networking Partner Presentation: Contact Centre Insights for a Candidate Short Market

  • Morning Tea - brought to you by Madison Recruitment Limited

  • Panel: Doing more with less – How to transform your contact centre into a strategic hub

  • Case Study: Optimising customer service channels; driving digitisation and self-service

  • Networking Lunch

  • Slido Trivia

  • Explanation of how the interactive roundtable discussions will run

  • Interactive Roundtable Discussions

  • Afternoon Tea

  • Closing Keynote: Maximising ROI from your contact centre operations and strategy

  • Zoom Contact Center: Elevating Customer Experience in the Digital Era through Innovation and Omni-Channel Connectivity

  • Chairperson’s Closing Address

  • Networking Drinks - Brought to you by Zoom and Connect NZ

  • Registration and Morning Refreshments

  • Chairperson’s Opening Address

  • International Keynote: Digital first, where it makes sense

  • Fireside Chat: How to create data informed CX strategies

  • Networking Partner Presentation

  • Morning Tea - Brought to you by EPOS & Atlas Gentech NZ

  • Presentation: Futureproofing and building organisational resilience in your contact centre

  • Networking Lunch

  • Panel: Prioritising technology infrastructure investments that serve your customers and agents

  • Keynote: Improving attraction and retention

  • Afternoon Tea

  • Prize Draw

  • Mini Workshop: Empowering and energising your hybrid team to drive productivity, quality and efficiency

  • Chairperson’s Closing Address

  • Closing Karakia

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