Archives: Events

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.

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. 

As a leading courier company operating in 4 markets, Fastway knows the importance of cost-effective, reliable and speedy delivery. So it’s no surprise that these same three qualities are critical in its customer service operations.

Join us over lunch to hear how Fastway delivered on its brand promise by outsourcing to the Philippines where, after just 12 months, the company is reaping the benefits of: 

• Increased first contact resolution
• Higher customer satisfaction
• Reduced handle time
• Significantly lower costs, and
• Stronger employee engagement in the contact centre.

Hear also from industry leaders how you can use the contact centre as a foundation to add new skills and capabilities to your offshore team including analytics and automation.  To wrap up, there will be plenty of time for Q&A and networking with your peers.

This event is for leaders of sales, service, support, contact centre and customer experience functions. Relevant industries include telecommunications, utilities, insurance, travel, entertainment, transport and logistics, media and online.

RSVP now to secure your attendance.

The ability to acquire customers cost-effectively is central to the sustainability of virtually every business. The contact centre has long held a vital role in customer and member acquisition strategy, however it’s a modern art and science few perfect.

Join us over lunch to hear today’s best practices in

• Dialling strategy
• Data profiling and propensity to purchase
• Delivery in onshore and offshore locations – what works well where; spotlight on South Africa.

Simply Energy will then deliver a keynote on the secret ingredients to the success of their industry-leading acquisition program.

We’ll wrap up with Q&A and a short site tour.

This event is for executives focused on customer or member growth. Relevant industries include telecommunications, health insurance, travel, entertainment, banking, superannuation, media and not-for-profit.

The global services market in South Africa grew at a rapid rate of ~22% annually over the past four years. Australia is a key engine of this growth representing 25% of contact centre seats outsourced from international markets.

Join us for a lunch presentation of the latest research from Everest Group, where you’ll learn the surprising facts and figures about South Africa as a world-class BPO destination, including:

• a 50% cost advantage compared to Australia. The cost of office rental in Cape Town is less than Manila!
• The vast pool of English-speaking talent includes deep expertise in financial services - South Africa has more actuarial graduates than India, and is ranked #1 in the world for auditing standards.

We’ll also share an overview of

• the 3 major cities for BPO (Cape Town, Durban, Johannesburg)
• niche capability in analytics, AI, automation and legal services
• Government and industry incentives and support
• Australian and global brands already outsourcing to South Africa – Amazon, IAG, iSelect, iiNet, Vodafone, Qantas, Simply Energy, American Express

Melbourne: October 17, 2018

Sydney: October 18, 2018

This is a private lunch event designed for leaders and owners of voice and digital customer experience and services. This includes head of operations, payments, IT, security, CX and contact centre functions.

Taking payments in a contact centre can be time consuming. Customers are nervous about providing their credit card details over the phone and organisations must be PCI DSS compliant or pay the penalty. 

We will show you how to:

• Delight customers with "touch and pay" - reducing agent time to a single minute to take a payment.
• Optimise workforce utilisation - avoiding agent work time, and customer hold time throughout the payment taking process.
• Provide safe, secure and compliant payment solutions – pre-integrated to voice and digital customer interaction channels. 

Over lunch, you will hear from industry leaders who will demonstrate live solutions - available now – where you can discuss strategies to improve your customer experience and payment conversion rates while reducing your average handle times and your organisation’s PCI DSS footprint. 

RSVP now to secure your attendance at this invitation only VIP event to win 50% off your live pilot before Christmas.