Archives: Events

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.

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.

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.

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.

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). 

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. 

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.

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.

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). 

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.

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.

Matchboard offers a referral partner program, whereby anyone can sign up to receive 25% of our revenues for a referral. And it doesn't end there: we're announcing some new benefits, so join us at our relaunch event to be among the first to find out more!

Matchboard accepts referrals for a vast range of services and solutions, as diverse as contact centre and back office outsourcing; customer experience and procurement consulting; training; digital marketing; knowledge management, voice AI and digital adoption sotware...and so much more!

So if you hear of someone looking for a service or solution, you can help them out (and monetise the opportunity) with a simple referral to Matchboard!

Note: there is no requirement to be an existing referral partner to attend this event. 

This event is in the past but a recording is available. Inquire about our Referral Program: sharon@matchboard.com.au 

Making your Contact Centre and Back Office Outsourcing a Success in 2023

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.

Presenters 

Tim Evans

For over a decade, Tim has led large scale BPO operations for Optus and EnergyAustralia, across the gamut of customer service, sales, credit and back office. From supplier selection and negotiation to transition and performance management, Tim is one of Australia's most astute and experienced BPO leaders.

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

Welcome and Introductions

How has COVID changed the outsourcing landscape?
• Demand up
• Workforce shortage
• Inflation causing cost pressures
• Location review and reset
• WFH/hybrid

Pricing models
• FTE, output or outcome based
• WFH differential

Operating models
• Traditional managed service outsourcing
• Staff leasing / co-sourcing
• Less common: DBOT, Captive, JV

Location options – strengths/weaknesses, cost differences
• Onshore, near-shore, offshore
• Mainstream offshore: Philippines, India
• Challenger offshore: Fiji, South Africa, Sri Lanka

Going to market
• Define your why
• Creating the perfect shortlist
• Designing an ideal tender process
• Site visit evaluation framework
• Selection and negotiation tips

Commercial terms
• Cost guide
• Payment terms
• How involved / prescriptive should you be?
o Language and skills assessment
o Staff ratios
o Physical environment
o Key personnel selection
• Service Level Agreements / Risk and Reward
• Variable capacity
• Step in rights
• Responsibility for technology
• Dispute resolution
• Termination rights

What makes a successful transition
• Onsite presence
• Parallel / buffer force
• Ideal duration

BAU
• Reporting
• Communications
• Cadences
• Governance

Roundtable discussion

Resources
• Websites, tools, events

Close

Cost

$750 per person

Interested in attending?

Please express interest by emailing sharon@matchboard.com.au. 

Over a complimentary 3-course dinner at one of Sydney's leading restaurants, you will have the opportunity to network with your peers and meet with the Executive team of one of the fastest-growing staff leasing BPOs in Fiji.

If your business might be open to a team of resources in the island paradise of Fiji, request an invitation to this exclusive event at sharon@matchboard.com.au.

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). 

Over the last two years, Fiji has “come out of nowhere” to become one of the most popular contact centre and back office outsourcing destinations for Australian business. At this event, we’ll share why, with a case study from one of the world’s leading brands, Hertz. Customer Care Lead Asia-Pacific, Celeste Carnovale, 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

📔 A complimentary white paper

Who should attend: leaders responsible for contact centre, customer service, CX or back office functions in travel, transport and logistics, automotive, hospitality, online and adjacent sectors. 

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).