featured image
Date: September 25, 2024
Location: Zoom

A renowned economist, Paul Krugman, once said: "Productivity isn't everything, but in the long run it's almost everything."

In 2024, remote and hybrid working are throwing a spotlight on productivity and compliance in customer operations. Monitoring and enhancing productivity not just in the contact centre, but in the back office, has become a business imperative. At this event, world-leading workforce productivity and analytics software company, Prohance, will cover:

  • Industry challenges data security, low productivity, quiet quitting, lost output, team collaboration, unaccounted absenteeism
  • How businesses can solve for these challenges through software and analytics
  • The importance of governance in both in-house and outsourced operations
  • Measuring the workforce impacts of AI
  • 370,000 licences under management in 25 countries – Prohance’s position in the market, including a short demo

There’ll be plenty of time for Q&A. Attendees receive:

🍴 Lunch delivered to your door (alternatively a $50 Uber Eats voucher OR charity donation)

🍾Champagne prize for the best audience question


This event is designed for executives responsible for back office operations, contact centres and workforce productivity. Places are limited. Request to join below.

featured image
Date: September 11, 2024
Location: Sydney CBD

Once again in 2024, Matchboard is hosting a one-of-a-kind event for Sydney’s most senior Contact Centre and CX Executives. With an exciting variety of networking, matchmaking and learning opportunities, over good food and wine, plus lucky door prizes, you won’t want to miss this!

Program in a nutshell:

A 3-hour exclusive, complimentary event for senior Contact Centre and CX Leaders at a 5-star venue in Sydney’s CBD

4.00pm  Networking with your peers over canapes and wine

5.00pm  Thought-provoking short talks from industry leaders:

  • CX Automation and Technology: Bridging the gap between potential and reality
  • How the Contact Centre and Customer Experience World can Give Back

- followed by mini-group discussions.

6.00pm  Matchmaking (curated 10-minute one-on-one meetings reflecting your areas of interest)

6.50pm  Lucky draw

7.00pm  End


Who can register?

  • Executives (General Manager/Director/Head of/C-level or equivalent) responsible for a contact centre AND/OR customer experience function
  • Please note places are limited to 50 executives, so please be quick to register interest. 
  • Vendors are not able to register outside of sponsoring organisations.

Register interest and request access to further information below.

featured image
Date: June 19, 2024
Location: Sydney CBD

As so many companies look to improve productivity in the hybrid working environment in the new financial year, we're holding a networking dinner exclusively for senior operations and C-level executives to exchange views.

Places are strictly limited for this dinner, which will be a fantastic opportunity to network with other senior executives in a relaxed setting against the backdrop of Sydney Harbour.

Register interest in attending below.

About our sponsor: ProHance is a market-leading new-age workplace analytics and operations enablement software company, helping many brands around the world measure and improve their operational performance and bottom line. ProHance has grown to 370,000 licences under management, and recently expanded to Australia.

featured image
Date: June 18, 2024
Location: Brisbane CBD

The buzz around generative AI may lead some to believe that it alone will revolutionise customer experience and solve all business challenges. However, in a landscape of tight budgets and relentless competition, relying solely on AI, digital innovations, and self-service solutions can only take CX so far. True transformation lies in integrating AI seamlessly into the broader customer journey, empowering human agents with AI-driven tools, and establishing interconnected workflows across departments.

Join your industry peers for a delectable roundtable lunch where we’ll explore the multifaceted approach needed to design the next-generation CX blueprint.

Sponsored by Zoom.

Note: We regret that IT vendors and consultants cannot register for this event, which is designed for senior CX and Technology executives at medium to large businesses.

Request to join below.

featured image
Date: April 23, 2024
Location: Zoom

Remote and hybrid working have thrown a spotlight on productivity and compliance in customer operations. Industry consultants play a key role in advising clients how they can monitor and enhance productivity not just in the contact centre, but in the back office as well. At this event, world-leading workforce productivity and analytics software company, Prohance, will update the consultant community on their offering and how it can help you help your clients. We’ll cover:

  • Industry challenges: data security, low productivity, quiet quitting, lost output, team collaboration, unaccounted absenteeism
  • How businesses can solve for these challenges through software and analytics
  • The importance of governance in both in-house and outsourced operations
  • Measuring the workforce impacts of AI
  • 360,000 licences under management in 25 countries – Prohance’s position in the market, including a short demo

There’ll be plenty of time for Q&A. Attendees receive:

🍴 Lunch delivered to your door (alternatively a $50 Uber Eats voucher OR charity donation)

🍾Champagne prize for the best audience question


This event is designed for individual consultants, boutique consultancies, as well as consultants at large firms who advise clients on back office operations and productivity. Places are limited. Request to join below.

featured image
Date: March 12, 2024
Location: Melbourne CBD

When it comes to enterprise communications, IT Leaders are tasked with not only providing a stable and secure platform, but speed and innovation to maintain a competitive edge. Join our executive roundtable, where you’ll have the opportunity to engage in an interactive conversation around developments in UCaaS and CCaaS in 2024, over a delectable lunch with your peers.

Sponsored by Zoom.

Note: We regret that IT vendors and consultants cannot register for this event, which is designed for CIOs, CTOs and technology leaders at medium to large businesses.

featured image
Date: April 3, 2024
Location: Sydney CBD (Apr.3) / Melbourne CBD (Apr.18)

Optimising Contact Centre and Back Office Outsourcing Strategies in 2024

This half-day in-person event is designed for leaders at organisations outsourcing, or looking to outsource, contact centre or back office activity.

Places are limited to 15 executives per location – the event will be repeated in Sydney and Melbourne. Lunch is included.

Please note BPOs, consultants and vendors are not able to register, allowing for an open discussion in a vendor-free environment.

This event would not be possible without the generous support of our sponsor, Prohance.

Presenters 

Customer Driven

Peter Trowbridge, Sean McBride and Adam Spence are industry veterans in outsourcing design and delivery, with deep experience on both the buy and supply side of the market.  Collectively, the team has held leadership roles at Auto &General, Vodafone, and one of Australia’s largest BPOs.

Sharon Melamed

With over 20 years’ experience in the BPO world, Sharon has helped hundreds of clients set up and manage outsourced customer service, sales and back office functions, across four continents. She is the Founder of Matchboard, the world’s leading matching platform specialising in outsourcing.


Agenda

OUTSOURCING IN 2024 - THE CHANGING LANDSCAPE OF BPO

  • Outsourcing rationale shift from Labour / Location / Operational Efficiency to Digital Enabled Cx
  • Mergers and acquisitions in outsourcing industry
  • Outsourcers building in house digital capability
  • Changing Federal Government strategy
  • Lessons learnt during the peak COVID era
  • Successful workforce flexibility models

BEST PRACTICE OUTSOURCING METHODOLOGY

  • A breakdown of the key elements for success for outsourcing

STRATEGIC INTENT

  • Your strategic intent and objectives for outsourcing
  • Alignment to overarching business strategy and service purpose
  • Outsourcing and offshoring strategy considerations
  • Defining the target operating model
  • Define service scope
  • Service design
  • Methodology for process qualification
  • Supplier selection process
  • Commercial structure
  • Governance model and disciplines

OPERATING PRACTICES

  • Culture
  • Strategy
  • Operating Model
  • Customer Experience
  • Workforce Management
  • Business Intelligence
  • Knowledge Management
  • Training & Development
  • Quality Management
  • Coaching and Performance Management
  • Recruitment and Onboarding
  • Communication
  • Technology, Automation and AI

COMMERCIALS AND PERFORMANCE MEASURES

  • Outsourcing capabilities
  • Roadmap to success
  • Operating Models
  • Location Options
  • Key processes – procurement, key contract clauses
  • Pricing options and models

INFRASTRUCTURE AND CAPABILITY

  • Outsourcing and cloud / AI / Automation technologies
  • Business Transformation / Optimisation Strategy
  • Key decisions
  • Risk Management
  • Technology and Capability
  • Ownership
  • Accountability

ROUNDTABLE DISCUSSION

RESOURCES

  • Tools, use cases and events

Cost: $750 + GST

(payment options: credit card or bank transfer)

Registration

Please request access to register below, or email sharon@matchboard.com.au.

featured image
Date: March 8, 2024
Location: Sydney CBD

Join Matchboard and our sponsors for a very special champagne lunch on International Women’s Day (IWD), celebrating Sydney's women in CX leaders!

We can’t think of a better way to toast IWD than a fusion of delectable gastronomy, inspirational talks, prizes and abundant networking!

This event would not be possible without the support of our generous sponsors, Zoom, Arzo and Flexhive by Hudson.

Places are strictly limited to women in CX leaders and subject to availability.

Enter your email address to request information and express interest.

featured image
Date: March 5, 2024
Location: Zoom

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs)

Businesses with multiple locations share a need for centralised operational excellence in the back office and contact centre. From both a cost and quality perspective, the island paradise of Fiji has rapidly emerged as one of the most compelling destinations for an offshore shared services workforce. At this event, we’ll share why, including a case study fireside chat with Vivo Hair & Beauty, one of New Zealand's largest hair salon businesses. You’ll hear:

  • Why Fiji?
  • Journey outsourcing to date
  • Overview of learnings and outcomes.

Fiji's Deputy Prime Minister and Minister for Trade, Cooperatives, Small and Medium Enterprises and Communications, the Hon. Manoa Kamikamica, will open this event, followed by a discussion with the Founders of one of Fiji’s leading BPOs. There will be ample time for audience Q&A. Attendees receive:

🍴 Lunch ($50 voucher OR mystery lunch delivered to your door) OR $50 charity donation

📔 Champagne prize for the best audience question.

NB Event times are in AEDT time zone.


Who can attend: senior leaders in Australia or New Zealand responsible for a service function - eg. customer service, collections, accounting, HR, administration - supporting multiple locations.   

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs)

featured image
Date: November 30, 2023
Location: Zoom

In today’s environment of inflation, mortgage pressure and global uncertainty, the number of vulnerable customers is increasing. Join our online lunch for Contact Centre, Collections and Finance leaders, and hear how we can best support vulnerable customers, while achieving positive business outcomes. We’ll cover:

  • Identifying vulnerable customers
  • Best practices for helping vulnerable customers in collections and customer service
  • Outsourcing as a solution to labour shortages, which affect services to vulnerable customers.

Following presentations by Origin Energy, Prospa, and Sigma Connected, we’ll host audience Q&A. Attendees receive:

🍴 Lunch delivered to your door - alternatively a $50 Uber Eats voucher OR $50 charity donation

📔 A white paper on vulnerable customer strategy.

NB Event times are in AEDT time zone.


Who can attend: senior leaders responsible for customer service, collections, contact centre, finance and outsourcing (we apologise but this event is not open to BPOs). Places are strictly limited. If you'd like access to this event, please enter your email below. 

 

featured image
Date: November 23, 2023
Location: Sydney CBD

As we catapult towards the end of the year, the topic on every CX Leader's mind is, “What’s next in CX in 2024?” Join us, and 15 of your peers, to discuss this topic over some fabulous food and wine (and harbour views)!  

This will also be an opportunity for you to network with like-minded decision-makers and hear about Zoom’s new CX offering in the Australian market.


Places are limited. If you are a senior contact centre or CX executive, request access to this event below, or submit an inquiry to sharon@matchboard.com.au.

featured image
Date: September 28, 2023
Location: Sydney CBD

Matchboard is hosting a one-of-a-kind event for Sydney's most senior Contact Centre and CX Executives. With an exciting variety of networking and learning opportunities, over good food and wine, plus lucky door prizes including a getaway to Fiji, you won't want to miss this!

Program in a nutshell:

• A 3-hour exclusive event for senior Contact Centre and CX Leaders at a 5-star venue in Sydney's CBD
4.00pm  Networking over canapes and wine
5.00pm  Thought-provoking short talks from industry leaders, including acclaimed author of The AI empowered Customer Experience, Simon Kriss. Followed by mini-group discussions.
6.00pm  Matchmaking (curated 10-minute one-on-one meetings reflecting your areas of interest)
6.45pm  Lucky door prizes, including a Fiji getaway valued at $2,000!
7.00pm  End


Is there a cost to attend?

It's FREE if you, or the organisation you work for, is a member of Auscontact!

If you or your employer is NOT an Auscontact member, you can either:

a) sign up for a small fee and attend Executive Connections at no cost. A limited number of Auscontact membership subsidies are also available, OR

b) buy a ticket for $120 (+GST).

For further information on these options, contact sharon@matchboard.com.au.

Who can register?

  • Executives (General Manager/Director/Head of/C-level or equivalent) responsible for a contact centre or customer experience function
  • Please note places are limited to 50 executives, so please be quick to register interest. 

Contact sharon@matchboard.com.au to register interest in attending, or request access to further information below.

featured image
Date: July 27, 2023
Location: Zoom

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs)

The pandemic caused a seismic shift in outsourcing, and Fiji emerged as one of the most reliable and popular customer service and back office outsourcing destinations for Australian and New Zealand business. At this event, we’ll share why, with two fantastic case studies – Anaconda (part of the Spotlight Retail Group) and global cycling apparel retailer, MAAP.  They will present:

  • Why Fiji?
  • Journey outsourcing to date
  • Overview of learnings and outcomes.

This will be followed by a fireside chat with the Founder of one of Fiji’s leading BPOs. There will be ample time for audience Q&A. Attendees receive:

🍴 Lunch ($50 voucher OR mystery lunch delivered to your door) OR $50 charity donation

🍾 Champagne prize for the best audience question.


Who can attend: leaders responsible for customer service, contact centre, operations, back office and HR, as well as entrepreneurs and C-suite executives. 

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs)

featured image
Date: June 6, 2023
Location: Zoom

Join our online lunch for CX, Digital and Contact Centre leaders, and hear how one of Australia’s leading financial services companies simultaneously reduced cost and customer wait times with a clever chatbot solution. We’ll cover:

  • Ingredients for a successful chatbot implementation
  • Building buy-in and a robust business case
  • Why digital workers need TLC just like humans.

Following a case study by humm Group and thought leader panel discussion, we’ll host audience Q&A. Attendees receive:

🍴 Lunch delivered to your door - alternatively a $50 Uber Eats voucher OR $50 charity donation

🍾 A prize for the best audience question.


Who can attend: leaders responsible for Customer Service, CX or Digital functions at medium to large organisations. 

Email sharon@matchboard.com.au to request an invitation. Places are strictly limited.

featured image
Date: May 30, 2023
Location: Zoom

From cyber attacks to cyclones, from pandemics to product recalls, there are a hundred reasons why contact centres need to be able to respond rapidly to surges in demand. At this event, we’ll cover:

  • Strategies for blitz recruitment, including a case study from Super Retail Group
  • How technology can help
  • Planning for the unplanned.

There’ll be ample time for Q&A.  Attendees receive:

🍴 Lunch delivered to your door - alternatively a $50 lunch voucher OR $50 charity donation

🍾 Champagne prize for best audience question.


Who can attend: leaders responsible for customer service, contact centre, operations and HR at medium to large organisations. 

Email sharon@matchboard.com.au to request an invitation. Places are strictly limited.