What's New this Year?
The 2-day agenda will deep-dive into key themes, such as:
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Digital Transformation & AI Adoption: How to successfully implement AI adoption and integration whilst striking the balance between human touch and automation to revolutionise and streamline customer service
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CX Innovation & Strategy: How to implement multi-channel strategies to meet customer expectations and leverage data to drive personalised experiences through customer journey analytics and identify pain points
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Workforce & Culture: How to lead through change, from keeping contact centre teams engaged and productive by providing ongoing support and training to implementing a fully remote workforce
Why Attend?
Benchmark your Contact Centre: Measure and compare your contact centre practices and KPIs against competitors and similar organisations
Understand how Inland Revenue NZ successfully implemented a fully remote workforce and the challenges they overcame along the way
Learn from thought leaders from Aukland Council, The Warehouse Group, Kiwibank and NZ Post as they discuss the importance of balancing automation and human touch to meet the demands of a diverse customer base
Learn how to keep your contact centre team engaged and productive with strategies to build focus and cohesion during an interactive workshop led by Watercare Services
Explore how to exceed customer expectations and surpass competitors, by implementing multiple channel strategies and gathering invaluable data to inform decisions with New Zealand Trade & Enterprise
Address the shared regulatory concerns met when enhancing the customer journey as Honda NZ, ACC New Zealand and Tertiary Education Commission delve into the importance of maintaining data security
