Developing Leaders | Strengthening Workplace Culture | Enhancing Staff Engagement

NEW DATES: 10-12 November

 
NOTICE: With the widespread outbreak of the COVID-19 virus, the health and safety concerns of our delegates, speakers and staff if our number one priority. The information from the authorities is constantly changing and we are doing our best to remain agile, while upholding the integrity of our programme and the health and safety concerns of all stakeholders. We have therefore made the difficult but necessary decision to postpone this event to the 10-12 November 2020.
 
If you are a registered delegate: 
Our events team will be in-touch with more information in due course, if you have any questions please email info@aventedge.com

 
EVENT OVERVIEW 

 
With staffing the number one cost for contact centres, it is crucial for contact centre leaders to develop a strong workplace culture that nurtures healthy, engaged, and motivated employees. 
 
If this is done well, the effect flows on to the customer experience, driving business success. If this is done poorly, contact centres face low productivity, high absenteeism, and high turnover, all at a huge cost to the business.
 
So how do organisations develop a culture of high performers to enhance productivity, retain key talent, and produce a higher level of customer satisfaction? 
 
The Contact Centre Leadership & Engagement Summit brings together leading organisations, industry experts, and the most innovative thinkers from the contact centre world to discuss:

 

  • How do you train and develop the best leaders from your organisation to drive key business outcomes
  • How do you create a healthy workplace culture and a positive employee experience in order to maximise productivity, improve the customer experience, and attract and retain the best talent
  • How do you offer the best incentives, tools & processes to minimise employee stress and fatigue, improve productivity & engagement, and enhance the overall employee experience

 

You will walk away with key insights from industry leaders and learn how to transform your workplace culture, develop your leaders, and engage your staff, turning your contact centre into one of the most productive and effective foundations of your organisation. You will also have the chance to network with like-minded people within your industry, share your own insights, and discuss the latest ideas in contact centre leadership & engagement.

LIVE STREAMING AVAILABLE WITH OUR ONLINE PASS

If you are unable to attend the live face to face event, you don't have to miss out! You can access all the content live from the conference, with our new ONLINE PASS. Access all the conference sessions from the comfort of your own home or office, and still get the opportunity to ask questions directly to speakers and panelists. Select 'Online Pass' on the registration page.
 
 
 
 

 Covid-19 information for our customers

Featured Speakers

Bhujvir Chauhan

Vice-President Sales/Contact Centre

Citibank Singapore

Kate Bullock

Director Customer Contact Centre

DHL Australia

Renzo Urzua

Global Contact Centre Management Trainer

Mastercard

Laurence Fondisturi

Head of Gateway Advice

NAB

Tim Buzza

Workplace Innovation Manager

IAG

Jeb Frost

Assistant Director National Service Centre

Australian Financial Security Authority

Tracy Thompson

Contact Centre Manager Housing Direct

Department of Communities WA

Darren Sutton

Associate Director Contact Centres

Healthshare NSW

View all speakers

WHY ATTEND

  • Hear from the Vice-President of Citibank Singapore on how to align the contact centre agent & leader experience to key organisational outcomes
  • Learn from our keynote panel featuring Healthshare NSW, ANZ, Sportsbet, Commonwealth Superannuation Corporation & Deloitte on how to develop an organisational-wide culture of engaged, motivated, and productive leaders & agents
  • Find out how IAG developed a flexible work program for 8000 employees
  • Learn from DHL Australia on how to consistently keep your engagement levels above 90%
  • Find out from Australia Post how to improve your processes and maintain high morale during the busiest period of the year.
  • Learn how NAB implemented its “high performance routines”, kept staff turnover under 3%, and lifted its NPS to 69%
  • Find out how Mastercard is overcoming cultural & geographical differences and maintaining high standards across 37 contact centres globally
  • Learn how Digital Health SA, NIB Health Funds, Spotless Group & Avant have each created effective leadership programs to develop & retain high-performing staff
  • Find out from the Australian Financial Services Authority on how to develop & implement an effective mental health & well-being strategy. 

WHO SHOULD ATTEND

  • Heads of Contact Centres
  • Contact Centre Team Leaders
  • Heads of Customer Experience
  • Heads of Customer Service
  • Contact Centre Workforce Planners
  • Heads of Customer Support
  • Heads of Member Services

 

Team Discounts

Attend in a group and earn discounts

SEND 3 DELEGATES AND RECEIVE 5% OFF

SEND 4 DELEGATES AND RECEIVE 10% OFF

SEND 5 DELEGATES AND RECEIVE 15% OFF

5%OFF 10%OFF 15%OFF

Venue

The venue will be located in a premium hotel in the Sydney CBD. Delegates will be notified 4 weeks out from the event.