Events Archive - Page 2 of 3

Date: February 20, 2020

Location: Sydney CBD

You are invited to an exclusive lunch for Customer leaders to hear the Qantas perspective on Global Customer Service Delivery in the Digital Age. Key topics will include:

Omni-channel customer experience
The impact of digital transformation on the customer journey
Business continuity planning, and
Outsourcing location options.

Contact centre outsourcing experts will also present on how other leading brands are managing their customer service in 2020.

This is an opportunity to exchange ideas with your industry peers, over a delicious working lunch, and kickstart the New Year with fresh ideas to power your Customer agenda.

This event is designed for heads of customer service, contact centre, reservations, inbound sales and procurement, as well as C-Suite executives.

INFORMATION If you would like information from this session, please email sharon@matchboard.com.au.

Date: February 18, 2020

Location: Melbourne CBD

Join us at a complimentary lunch to hear Spotlight’s journey in outsourcing to one of the customer-friendliest countries in the world: Fiji. We’ll cover:

How Fiji stacks up against more traditional outsourcing destinations, in terms of cost, workforce and infrastructure
Learnings about how to make offshoring a customer function a success – what worked, what didn’t

We’ll also cover what other industries and brands are doing in Fiji, and share the success factors and challenges experienced by a BPO pioneer in Fiji.

This event is designed for heads of customer service, contact centre, reservations, inbound sales or procurement. We apologise that this event is not open to vendors or consultants. There are only 15 places, so please RSVP now to secure yours at sharon@matchboard.com.au.

Date: October 29, 2019

Location: Sydney CBD

Join your peers for an exclusive roundtable on how to make outsourcing offshore work.

At this session, we’ll cover how to:

Select the right delivery partner
Build a motivated team, loyal to your brand, minimising staff attrition
Achieve service levels cost-effectively through a mixed onshore / offshore footprint
Blend company cultures and communicate effectively
Create the optimal organisational structure.

Through the lens of Goget’s 5-year experience offshore, we’ll hear learnings about transitioning and operating a high-performance contact centre team in the Philippines, with tips for success.

There’ll be plenty of time for Q&A and a delicious working lunch.

This complimentary lunch is designed for executives interested in offshoring, as well as leaders of customer service, contact centre or operational functions. We apologise that this event is not open to vendors or consultants.

RSVP to secure your attendance.

Date: August 21, 2019

Location: Sydney CBD

The Royal Commission has yielded far-reaching consequences for Australian financial services, with reverberations and lessons to be learnt across all industries. The importance of reviewing and validating processes, procedures and customer interactions has never been greater.

The onus is on companies to identify and prevent misconduct, and against this backdrop, AI and digital transformation are playing a central role.

Join us over a delicious working lunch to hear more about how businesses need to adapt to the post-Royal Commission world, with a keynote by Patrick Tuttle, ex Pepper Group CEO.

Best question prize: the attendee with the “best question” during our Q&A time will win a complimentary analysis of 1000 calls.

This event is designed for the C-Suite, and Heads of Customer, Risk, Conduct, Compliance, Finance & Operations.

Date: July 11, 2019

Location: Sydney CBD

Join your peers for an exclusive roundtable with a keynote by Uber and industry thought leaders on new approaches to customer insights.

At this session, we’ll cover how to:

Increase ROI from your customer insights
Drive revenue from customer feedback analytics by linking both structured and unstructured data
Leverage the power of automation to reduce churn and cost to serve, and improve customer experience.

Get an inside peek into what best practice looks like at Uber with Sonny Sethi’s “Under the Hood” presentation.

There’ll be plenty of time for Q&A and a delicious working lunch.

This event is designed for enterprise leaders of Customer, Digital, Insights and Analytics functions. RSVP now to secure your attendance or contact sharon@matchboard.com.au. Limited to 15 places.

Start date: April 3, 2019

End date: April 4, 2019

Location: Melbourne CBD (Apr.3); Sydney CBD (Apr.4)

Recognised as a global leader in customer service excellence, iiNet was always a pioneer. They were the first Australian company to offer PPP Internet access…and the first to outsource their contact centre to South Africa – a bold strategy which paid off, with industry-leading Net Promoter Scores and call answer times.

iiNet paved the way for a rush of household brands to South Africa, with several thousand contact centre agents now serving the Australian market alone.

Join us for a complimentary lunch presentation where you’ll hear the iiNet story first-hand. RSVP now to secure your attendance or contact sharon@matchboard.com.au for more information.

*This event has limited places and is designed for:

C-Suite executives
leaders of contact centre, CX or customer service functions
consultants and analysts advising enterprise clients on BPO or customer strategy.

Date: May 29, 2019

Location: Melbourne

In the rush to embrace technology, companies too often forget the critical importance of people in the customer service chain. Whether it’s building rapport for a potential sale, negotiating a payment schedule with a late payor, or seeding a chatbot with a detailed knowledge base…people power, and are ultimately accountable for, the customer’s experience. With technology solutions such as RPA, AI, chatbots and voice apps at our doorstep, how can we blend these with our people to deliver the best possible customer and employee experience?

Over a delicious lunch, you’ll hear from both people and technology experts about opportunities to work together, rather than at odds with each other. We’ll use case studies to show how you don’t have to sacrifice a people-centric approach to embrace technology and the benefits it offers customers.

Best question prize: free voice app

The attendee with the “best question” during our Q&A time will win a free Google Voice app for their business.

RSVP now to secure your attendance or contact sharon@matchboard.com.au for more information.

*This event is designed for the C-Suite, and leaders of CX, Contact Centre, Sales, Service and Collections functions.

Date: February 25, 2019

Location: Sofitel Darling Harbour 12 Darling Drive, Sydney

The South African Department of Trade and Industry (DTI) and the industry body for Global Business Services (BPESA) are holding a special briefing session for Australian analysts, intermediaries, consultants and influencers.

The briefing will update key stakeholders on the South African environment for global services delivery including the new government Incentive Programme - which will be officially launched the next day (Feb.26).

Inquiries / RSVP to Syed at samarket@optusnet.com.au or call 02 6272 7328 by Thursday, 21 February 2019.

Date: February 26, 2019

Location: Sofitel Darling Harbour 12 Darling Drive, Sydney

The High Commissioner for the Republic of South Africa, H.E. Ms Beryl R Sisulu, and the South African Department of Trade & Industry (DTI) are pleased to invite Australian executives to a business forum for the launch of the Global Business Services (GBS) incentive programme.

South Africa has a proven proposition for Australian companies seeking to find value through offshoring elements of their service delivery. The new incentives programme will make the business case for South Africa even more compelling.

This event is designed for companies interested in learning about South Africa's strategic advantages for business services ranging from contact centres and digital marketing to legal and analytics.

Inquiries / RSVP to Syed at samarket@optusnet.com.au or call 02 6272 7328 by Thursday, 21 February 2019.

Start date: February 12, 2019

End date: February 14, 2019

Location: Melbourne (February 12); Sydney (February 14)

Join an exclusive gathering of consultants and analysts to learn about the emerging destinations of Fiji, South Africa and Malaysia for Australian contact centre outsourcing.

Just a few hours’ flight from Sydney, Fiji is home to customer service and back office operations of household brands such as iSelect, Lebara and Spotlight. With a cost-base on a par with the Philippines, and a warm, human approach to customer experience, Fiji has earnt the label of the “contact centre industry’s best-kept secret”.

Australia now comprises 25% of international BPO activity in South Africa, with flagship clients such as Qantas. A huge pool of native English speakers and multilingual talent is available in Cape Town, voted best city in the world by Travel and Leisure.

Malaysia offers a gateway to Asia for Australian companies expanding to the region and needing multilingual Asian-language support.

Learn more about the value proposition of these 3 very different locations, with a case study presentation, plus plenty of time for Q&A, over a delicious working lunch. (Note: case study at Melbourne event is iSelect; case study at Sydney event is Lebara.)

Request an invite

Date: November 27, 2017

Location: Melbourne

While many inhouse speech analytics projects fail, analytics-as-a-service is replete with success stories. One of them is Teachers Mutual Bank, who will present a keynote case study.

Date: February 15, 2018

Location: Sydney

The classic dual challenge for startups is: acquire customers fast, but stay lean. That’s why offshoring to the Philippines has proven the “darling” of so many Australian startup business models. Whether your imperative is “double the output” or “halve the cost”, having a team offshore allows you to cost-effectively grow your business.

Join our free lunch to learn how to get started offshore, what it costs, and what models are available – whether you want full control or a complete outsource.

From customer service and telemarketing, to back office accounting and administration, IT and digital marketing, the Filipino workforce is ready and waiting for you.

Case Study Keynote

Hear first-hand from Airtasker’s COO, CJ Foo, how they scaled their business to be a huge success by leveraging offshore capability. Ask CJ questions to empower your business with the knowhow needed to achieve exceptional outcomes in call centres, marketing and back office.

This event is designed for entrepreneurs and high-growth start-up leaders.

Date: February 28, 2018

Location: Melbourne

Topics like voice, Artificial Intelligence and chatbots have been getting a lot of attention lately, and for good reason. 75% of US homes are predicted to have a voice-activated virtual assistant by 2020, according to Gartner. In fact, the latest Salmat and ACRS research reveals 68% of Australian consumers would already give shopping using an in-home voice assistant a go.

Join our lunch presentation and Q&A on the revolution of voice in Australia and explore the opportunities for brands to improve customer engagement. Here's a sneak peek of what to expect in the session:

● What is the new definition of “voice”, how has it changed and how can it drive good CX for your brand?

● How will in-home voice devices impact CX in the future?

● CX and voice: what to consider for a great customer experience.

Come along to get access to an evaluation of how an in-home voice assistant could work for your business.

Lucky door prize: free voice app

One lucky attendee will win the opportunity to have a free Google Voice app built to showcase what their company offers their customers.

This event is designed for the C-Suite, and senior leaders of Customer Experience, Contact Centre and Operations functions.

Date: March 1, 2018

Location: Melbourne

The telecommunications and utilities sectors share many challenges and synergies in customer management. Against a backdrop of continual margin pressure, both sectors have embraced offshoring as a critical strategy to improve service and agility. Join us for a boardroom lunch with your peers to hear from the industry experts on the state of outsourcing in the Philippines. We’ll review:

• what lines of business are appropriate to offshore, and the business case behind them

• why the Philippines, and a discussion of outsource vs captive models

• examples of which companies are active offshore

• the real impact of offshore on customer experience – in numbers.

Case Study: BTB

Sachin Patel, General Manager - Product & Technology at fast-growing telco BTB, will deliver a keynote on BTB’s success story in leveraging an offshore workforce, including improved customer satisfaction results, and faster service qualification, order QA and order submission.

This event is focused on the telecommunications, utilities and energy sectors, specifically for the C-suite as well as heads of contact centre, customer service, operations, sales, collections, finance, procurement and back office.

Date: September 26, 2018

Location: Sydney

Join us for a boardroom lunch to learn how analytics can be deployed as a service to achieve breakthrough insights about what customers want and feel. With the only requirement being a call recording capability, there is no need for internal specialists or purchase of any software licences.

Manually reviewing a tiny sample of individual call recordings will never deliver the insights of a “big data” approach - now accessible to contact centres of all sizes.

Keynote Case Study

Hear a success story from Origin Energy, which brought a new product to market the smart way – by testing and learning from customer conversations with the call centre. Through analytics, Origin could finetune the language they used in their sales offers, the product benefits and service experience, all resulting in an industry-first, customer-first energy plan.

This event is designed for leaders in contact centres, CX, marketing, insights & analytics.

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