Upcoming events

 

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Past events

 

Salary and Benefits Trends in Contact Centres

Date: November 15, 2018

Location: Sydney

Salary and Benefits Trends in Contact Centres

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….

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New approaches to acquiring customers through the contact centre

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….

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How to deliver on a brand promise of fast, reliable, cost-effective service

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….

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South Africa’s BPO industry: the next generation of service delivery

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….

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Creating safe and seamless payment experiences for your customers

Start date: October 17, 2018

End date: October 18, 2018

Location: Sydney, Melbourne

Creating safe and seamless payment experiences for your customers

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.

How to extract insights from customer conversations to inform smarter marketing & product decisions

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….

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The chatbot train has arrived – tips for successful implementation

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….

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BPO Masterclass: how to negotiate, set up and manage a BPO contract

Start date: July 5, 2018

End date: July 6, 2018

BPO Masterclass: how to negotiate, set up and manage a BPO contract

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….

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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….

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The next (r)evolution is voice – the age of voice-activated virtual assistants is here

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….

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How to scale quickly and stay agile through outsourcing

Date: February 15, 2018

Location: Sydney

How to scale quickly and stay agile through outsourcing

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….

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Analytics-as-a-Service for the Contact Centre

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.