marcusevans australia conferences

Call to Excellence: Staffing and Operational Performance 2018

Take your contact centre to greater heights with highly trained staff using solutions that are low-cost to your organisation yet success-proven

13-14 Aug 2018
Melbourne, Australia

Why You Should Attend

Call to Excellence: Staffing and Operational Performance 2018

marcus evans Call to Excellence: Staffing and Operational Performance 2018 will help you lead your teams to new levels of success with your customer service journey through improved productivity strategies by strengthening training programmes, optimising both technology and your staff portfolio, using new operational strategies to your teamís advantage, workforce planning and performance tracking, and more to ensure you retain an engaged and motivated contact centre workforce.

Donít miss your chance to attend a highly topical, two-day training on managing contact centre staff. This is your one-stop event to managing the most important and demanding aspect of a contact centre Ė your teams!

Key Topics

  • Common misconceptions around Abandonment Rate (AR) and Average Speed of Answer (ASA)
  • Retaining and Building High Performing Teams through Better Engagement and Leadership Programmes – Tried-and-Tested Recruitment Strategies
  • Creating a service vision to guide your decisions and create alignment
  • Metrics, measurement and ROI
  • Using ‘past’ and ‘future’ coaching approaches that improve outcomes

  • 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 Partners

    Voice of Our Customers
    • Good facility and venue - Great opportunity to understand best practices/improvement opportunities in contact centres. Telstra
    • Very interesting and motivating. I'm going back to work inspired with lots of ideas. University of Wollongong
    • Variety of experts sharing knowledge, expertise and passion for this industry. Shine Lawyers
    • The variety and level of speakers was amazing. Something for everyone. CHED
    • Quality of speakers was excellent, I have picked up several good ideas and motivations to change the way we do business and motivate others. Transurban Group
    Join the Discussion

    Event Contact

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

    (KL)Serena Pereira

    Suite A-20-1, Level 20, Hampshire Place Office
    157 Hampshire, 1, Jalan Mayang Sari
    50450 Kuala Lumpur, Malaysia

    +603 2603 2596
    Fax: +60327236699