The Leading Virtual Conference Dedicated to Contact Centre Leaders Navigate the Remote Working Landscape to Drive Agent Productivity & Development
08 July, 2020 | Free-to-Attend | 8:50 am - 12:10 pm AEST
Delivering Agent Engagement & Increased Productivity through AI, Digital & Remote Working Strategies
Between robotics, self-service, customer experience and agent engagement, the journey towards a long-term and sustainable contact centre has many components.
However, one of the most critical challenges contact centres are facing today is how to lessen the strain on employees when call volumes are increasing by up to 150% in certain industries.
Contact centre leaders must implement new strategies to help upskill, train and encourage their remote workforce through this shifting times. Join us for the Contact Centre Agent Experience Virtual Summit to understand how to boost agent productivity and invest in the right digital solutions during times of rapid change.
Featured Speakers
Germaine Chee
Senior Vice President of Contact Centres
Wells Fargo
Glenn Jenkins
Former Head of Contact Centres
QSuper
Sarina Pratley
General Manager of Contact Centres
ANZ, NZ
Jerry Campbell
Sr. Customer Experience Manager
7-Eleven
Cameron Adams
Director – Solution Consulting, A/NZ
NICE
Dustin Laidsaar
Corporate Consultant
AVAYA
Anthony Brown
Director of Solutions Architecture & Design
AVAYA
Agenda at a glance
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Conference Opening – Remarks from the Conference Chairperson 9:00 am - 9:10 am
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Transform your contact centre agents into AI-empowered consultants 9:10 am - 9:40 am
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Driving a Culture of Change through Intelligent and Personalised Technologies to Support Your Agents 9:40 am - 10:10 am
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Break 10:10 am - 10:30 am
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Enabling Your People to Work from Anywhere: Reinventing the One-Size Fits all Contact Centre 10:30 am - 11:00 am
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Panel: Attract and Hire: Reinventing Perception and Recruitment of the Contact Centre to Build New Career Paths 11:00 am - 11:50 am
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Conference Closing – Remarks from the Conference Chairperson 11:50 am - 12:00 pm
Reasons to Attend
Leverage technology and increase self-service capabilities to lessen the strain on teams
Drive high performance team culture and productivity in a working from home environment
Keeping your remote workforce engaged through health and wellness tactics
Maintaining CX standards in a remote working environment through clear leadership and communication
Determine the key strategies and top tips in training new hires remotely
EVENT PARTNERS & SPONSORS
Gold Sponsor
Gold Sponsor
Branding Partner
Media Partners
Media Partners
Media Partners
Our Online Event Format
Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place
Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues
Step 2: Confirmation email
This will be dispatched upon registration and will contain login information image
Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers
Become a Partner at the Summit
For more information on how to partner with us to shape and deliver your message to a targeted audience, Contact us at sponsorbrandng@iqpc.com.au.
