Dive into the world of AI in this interactive workshop where you'll explore various AI technologies reshaping contact centres. Discover opportunities to enhance customer experiences, streamline operations, and optimize decision-making through practical insights and real-world examples. Gain actionable strategies to leverage AI effectively in your contact centre operations.

Ben Coughlin

Chief Customer Officer
Webjet

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Explore the boundaries of personalization in customer interactions in this thought-provoking workshop. Delve into advanced techniques and ethical considerations surrounding data usage, AI-driven insights, and customer expectations. Gain practical strategies to deliver tailored experiences while respecting privacy and maintaining customer trust in contact centre operations.

Taryn Paddle

Capability & Operational Excellence Manager
Vocus

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Dive into the essentials of establishing a robust contact centre from the ground up. Led by Brandon Davis, this session will challenge participants to identify and prioritize what's truly important, focusing on metrics that the team can control and indicators that matter. Through practical scenarios, you'll learn to limit and streamline key metrics, honing in on the top indicators that drive success and efficiency in managing the business.

Brandon Davis

Contact Centre Director
Uniting AgeWell

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Explore the fundamentals of taking your team through change and transformation. In this session Cameron Pethybridge will share Compassion Australia’s complete CRM transformation journey, showcasing how agents were taken on the journey, process transformed – and the team 100% retained. Through interactive sessions and scenarios, you will explore approaches to change to help your team through transformation.

It’s time to unleash your creativity and problem-solving skills! This is not your typical hackathon - no coding or technical expertise required. Instead, we’ll work through collaborative exercises to help you tackle real-world customer management problem statements. Led by experienced facilitators, you’ll work in cross-industry, cross-functional teams to develop creative solutions and strategies. 

How does it work?

·        Choose 1 of 3 rooms – People, Operations or Technology  

·        Take a seat at a table of 6 to join your peers and Disrupt-a-Thon dream team. 

·        Rules, regulations, and awards categories to be outlined by your host. 

·        Groups to select 1 of 4 pre-outlined problem statements to work on 

·        Work through the collaborative exercises as instructed by your host 

·        It’s your time to shine – each group has the spotlight for a 2-minute elevator pitch on your big idea! 

What will I gain?  

·        The exercises and tools to think creatively and boost collaboration within your own organisation to solve complex business and customer challenges.  

·        Techniques to effectively pitch, create buy-in and secure sponsorship for new business cases and customer initiatives. 

·        New, innovative ideas and solutions to common customer challenges 

·        Unique and unparalleled in-depth networking with your industry peers 

Explore the critical role of leadership in fostering resilience and adaptability within contact centres. This workshop will delve into strategies for cultivating strong leadership qualities, managing change effectively, and building a resilient team culture. Participants will gain actionable insights and practical tools to navigate challenges and drive sustainable success in dynamic contact centre environments.