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….
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….
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….
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….
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….
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….
Join an exclusive gathering of consultants and analysts to learn about the emerging destinations of Fiji, South Africa and Malaysia for Australian business process 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….
You are invited to an exclusive lunch for leaders in the contact centre industry, to learn about industry trends in wages and employee benefits, against the backdrop of a global services marketplace. Network with your peers while hearing about: the state of play in contact centre pay scales how the modern awards in Australia compare….
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….
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….
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….
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.
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….
This is a private lunch event for leaders in customer service, CX, digital and contact centres. Chatbots and virtual agents are on the agenda of virtually every Customer leader in Australia. The question is not whether to implement, but how to implement successfully. At this free lunch event with your peers, hear from Transport for….
This event, facilitated by BPO veteran Robert Gaunt, is designed for executives responsible for BPO vendor partnerships, across operations, procurement, legal or finance. In any outsourcing venture, it’s critical to understand purpose. We’ll cover: • Reasons to outsource. What is our problem statement, what are the key drivers? • Which functions / processes should be….
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….