Creating World Class Contact Centres with Cutting Edge Technology, Super Agents & Outstanding Customer Relations
The role of the contact centre is changing. In this digitising landscape, Greater Bank estimates that 85% of their customers are already online by the time they call a contact centre. The new goal for contact centres isn’t just to provide speedy responses with low wait times. It is also to reduce the number of repetitive enquiries reaching the contact centre by encouraging the use self-service portals. However the consequent needs of capability uplift for the workforce and implementing these with a customer centric focus demonstrate that it is not just technology that needs updating.
With this in mind, CCW2019 will demonstrate through case studies and interactive discussion, that the innovation of people processes and technology will drive contact centres forward. CCW2019 will unite contact centre managers, customer service experts and thought leaders in the fastest growing customer contact event in Australia: the 4th Australian Contact Centre Week Summit 2019. This event is an extension of the world’s biggest Call Centre Week series from the USA.
Proudly Announcing the 2019 Skeleton Agenda ...
... and revealing our new event brand, Customer Contact Week 2019!
View the 2019 advisory board and take a peek at what's in store for 2019 now...
THE #1 CUSTOMER SERVICE EVENT IN AUSTRALIA AND NZ!
Workshops, Fully booked last year
Site Tours, Fully booked last year
Customer Contact Event Series
2018 Past Speakers
Head of Wealth Direct Service Consumer Banking & Wealth Management
National Australia Bank
Director of Operations
Head of Contact Centre Operations
Contact Centre Manager
Head of Contact Centres and Partnerships
Head of Customer Care
Senior Director of Global Customer Care Strategy
National Service Excellence Manager
Main Themes Include:
Transforming processes and agents to place the customer at the core
Meeting the needs of the current and future workforce for increased productivity and retention
Implementing data analytics, RPA and platform integration to become fully omni-channel
The CCW Experience - See the Buzz from Hugely Successful 2018 Event!
Hear What Others Have to Say
"A dynamic contact centre conference with quality speakers delivering relevant information. It was the best I have been to."
"My experience was incredibly valuable. I’ve recommended someone to attend from my business annually."
"Was great to hear the innovative things other companies are putting in place and talking to vendors and the technology they have to offer."
"Very well organised event with fantastic access to decision makers from across the contact centre industry."
Who will you meet at Contact Centre Week 2018
Innovation & Technology
Contact Centre Sales
Contact Centre Sales
CCW 2018 is a ‘must-attend’ event for providers of Contact Centre, Customer Service and CX solutions and technologies.
If you would like to reach senior decision makers with the authority over investment decisions, this is the event for you!
CCW is the World’s Largest Customer Contact Event Series
The 3rd Annual Contact Centre Week Australia, is an extension of the 19th Annual Call Center Week from Las Vegas USA!
Access Your Market’s Top Decision Makers
CCW is a must attend event for businesses offering solutions to Heads/Directors/Managers of Contact Centre, Customer Experience, Service Delivery and more.
Demonstrate your Expertise and Product Excellence
Solution-oriented opportunities to engage with decision makers who specifically want to learn how your solutions can help solve their organisational goals, including IDGs and more.
Branding and Product Positioning
CCW is Australia’s #1 Customer Service event, ensuring maximum exposure and branding. Position your brand as an industry leading solution now!
Join Australia’s largest Contact Centre community!
Here at CCW, we know how important it is to build relationships and professional networks. That’s why, we’ve designed our agenda around building the contact centre community and fostering these connections.
Future Leader’s Lab
Welcome agents with management material to the community with this half-day conference.
Welcome to the Community Evening
The perfect opportunity for return CCW veterans to welcome new attendees to the fold. This evening will be filled with trivia, cocktails and karaoke.
Awards Dinner and Evening
Enjoy a night filled with entertainment drinks and dinner exclusively included with your conference ticket!