marcusevans australia conferences

Call to Excellence 2016

Moving contact centre strategies beyond cost effectiveness into revenue generation through delivering an optimal customer experience and maximised workforce performance.

19-20 May 2016
Crowne Plaza Melbourne, Australia

Conference Workshop

Digital Disruptions and Implementation in Contact Centres - Five Things Your Organisation Needs to Know

We all know that exceptional Customer Experience is at the centre of business success. We also know that digital disruption has changed the way we connect with our customers across all sectors. In this interactive session, you will discover how your contact centre can meet the digital challenge and embrace the revolution.

Workshop Moderator: Shayne Jackson, Director

Company: Shayne Jackson Consulting

Why You Should Attend

Call to Excellence 2016

The role of today's contact centre is rapidly shifting: Digitalisation is changing customer expectations in every sphere of life and contact centres must ensure that they are prepared to adapt. Not only must the contact centre excel in customer satisfaction, but they must also maintain efficiency in staff engagement and productivity. The need to improve agent performance and customer experience whilst reducing operating costs is not optional.

The Marcus Evans 9th Annual Call to Excellence conference will feature input of a line-up of experienced speakers, case studies and a mini-workshop to help you tackle your most pressing challenges. From Customer Experience to Workforce Optimisation and Performance, this conference is thoroughly researched with senior management professionals across various disciplines of customer service and contact centres.

Featuring Interactive Case Study + Live Feed Demonstration:

Driving Personalisation with Real-Time Insights on Digital and Social Media Platforms 
Facilitated by:
Wayne McGlone
Group Manager Customer Service
South East Water


Key Topics

  • Improving your process and people management strategies to optimise business performance
  • Implementing Big Data analytics to personalise the customer journey
  • Harmonising multiple customer contact channels to enhance brand value and increase revenue
  • Driving business value through customer engagement and experience optimisation on digital and social media platforms
  • Driving business value through customer engagement and experience optimisation on digital and social media platforms
  • Previous Attendees Include

    NAB, Suncorp, Actew AGL Retail, Ministry of Business Innovation and Employment (MBIE), University of Wollongong, Capital Finance Australia Limited, Holmesglen Institute, Commonwealth Bank of Australia, Essential Energy, Bank South Pacific, Telikom, Victoria Legal Aid, Department of Immigration & Border Protection, ComSuper, Victoria University

    Why Choose marcus evans Conferences?

    marcus evans specialises in the research and development of strategic events for senior business executives. From our international network of 63 offices, marcus evans produces over 1000 event days a year on strategic issues in corporate finance, telecommunications, technology, health, transportation, capital markets, human resources and business improvement.

    Above all, marcus evans provides clients with business information and knowledge which enables them to sustain a valuable competitive advantage and makes a positive contribution to their success.

    Event Sponsors
    Associate Sponsor
    Mastersoft Group
    Visit website >>

    Event Partners

    Practical Insights From

    Stuart Page
    Associate Director, Contact Centre Workforce Planning
    Macquarie Group

    Patrick Nesbitt
    Head of Channel Optimisation
    Australia Post

    Steve Mitchinson
    Director of Customer Service Delivery
    Department of Transport

    Danielle Grehan
    Customer Relations & Quality Manager
    Origin Energy

    Wayne McGlone
    Group Manager Customer Service
    South East Water

    Larah James
    Contact Centre Manager

    Ulrike Ernst
    Head of Services -Customer and Technical
    BSH Home Appliances

    Rebecca Ullman
    Senior Manager-Customer Operations
    Canon Australia

    Click Here For Full Agenda

    Voice of Our Customers
    • “Breadth of experience demonstrated by the speakers with relevant practical examples and related benefits.” - BOC Australia
    • “Good facility and venue - Great opportunity to understand best practices/improvement opportunities in contact centres.” - Telstra
    • “Variety of experts sharing knowledge, expertise and passion for this industry.” - Shine Lawyers
    • “The conference and the speakers were very informative, very worthwhile attending.”- RACT
    • “Hearing from peers and leaders in similar fields is extremely reassuring that you are on the right track.” - RMIT University
    Join the Discussion

    Event Contact

    For all enquiries regarding speaking, sponsoring and attending this conference contact:

    Miss Bernardine Michael - Regional Director (Digital,Media & PR) APAC & MEA

    marcus evans Kuala Lumpur , Suite A-20-1, Level 20
    Hampshire Place Office, 157 Hampshire, 1, Jalan Mayang Sari
    50250 Kuala Lumpur

    +603 2603 2597
    Fax: +603 2603 2597