Contact Centre Symposium 2023
AGENDA
This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.
Tuesday
8:00
Breakfast & Welcome
8:45
CONTACT CENTRE SYMPOSIUM
Opening Comments
8:50
CONTACT CENTRE SYMPOSIUM
International Keynote: Transitioning from a Contact Centre to a Next Generation Digital Interaction Hub
9:25
CONTACT CENTRE SYMPOSIUM
Partner Keynote: Always Solving – An Approach to Factoring Service When Designing Experiences
9:55
Coffee Break & Networking
10:25
CONTACT CENTRE SYMPOSIUM
Creating Seamless Omnichannel Experiences and Meaningful Interactions With Customers
11:05
CONTACT CENTRE SYMPOSIUM
Partner Breakout: How LanguageLoop are Leveraging a Centralised, Cloud-First Contact Centre to Empower a Seamless Customer Journey at Scale
11:40
Panel: Engaged Employees Are Involved In, Enthusiastic About, and Committed to Their Work – Key Insights on Contact Centre Recruitment, Training and Retention
12:35
CONTACT CENTRE SYMPOSIUM
Partner Breakout: More Conversations that Matter
13:00
Networking Lunch
13:50
CONTACT CENTRE SYMPOSIUM
The Honest Path to CX Excellence: Meaningful Engagement Strategies from a CXO to Contact Centre Teams
14:30
Wine Tasting
Golf
The Lego Workshop: Thinking Differently to Envision the Future of Customer Experience in 2033
Paint and sip
Sit back and have fun while our talented artists guide you step-by-step to create your very own masterpiece.
Workshop: Win the War on Talent – Take Your Recruitment and Retention Strategy to the Next Level
17:00
Relax + Recharge
18:45
Pre-Dinner Drinks Reception
19:30
Gala Dinner
22:00
Close
Wednesday
7:00
Villa Checkout
8:00
CONTACT CENTRE SYMPOSIUM
Opening Comments
8:45
CONTACT CENTRE SYMPOSIUM
Keynote: The Future is Exciting! Innovations in Contact Centre Customer Experience
Simon Kriss, Director, Austcontact Association
9:20
CONTACT CENTRE SYMPOSIUM
International Keynote: Revolutionising Contact Centres to Provide Frictionless, Fast, Quality Customer Service and Amplify Loyalty
9:50
Coffee Break & Networking
10:20
CONTACT CENTRE SYMPOSIUM
Self-Service in the Contact Centre: How Can Digital Transformation Enhance Operational Efficiency & Customer Delivery?
CONTACT CENTRE SYMPOSIUM
Think Tank: Data and Analytics: Listening and Acting On Your Customer Insights for Improved Customer Experience and Operations Efficiency
11:20
CONTACT CENTRE SYMPOSIUM
Optimising Digital Transformation and the Power of AI to Deliver Frictionless Customer Experience and Instant Proficiency
11:55
CONTACT CENTRE SYMPOSIUM
Empathy and Innovation: Transforming the Human Experience in Healthcare
12:25