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Print   Add to calendar 10/25/2018 08:00 AM Summary of the event

Super Contact Centre Symposium

Showcasing the future of the contact centre from an automation, engagement and agent perspective, this year's Contact Centre Symposium will provide delegates with the necessary tools and insights into improving customer and employee satisfaction.

Learn valuable insights into connecting with members through emotional intelligence, retaining employees and embracing AI technology with practical insights from a range of industry experts.

To download speaker presentations, please click on the download-font-awesome.png download icon inside the session.

In the new era of the empowered consumer, the challenges and opportunities for contact centres to
engage with customers have arguably never been great.

This session will explore the latest cultural and technological trends that are shaping today’s contact
centre, and how funds can leverage new developments to provide outstanding member service.

download-font-awesome.png Michael Slip General Manager, Customer Experience (CX) & Collaboration Business Unit, Dimension Data 

download-font-awesome.png Dimensions data: 2019 CX Benchmarking Report Executive Guide

In adopting a more member-centric approach to conducting business, funds are placing a greater emphasis
on enhancing the quality of service in their customer support. To do this, call centre consultants must be
skilled at resolving routine issues as well as finding effective solutions to more complex problems.

This session will examine the common call types and complaints, how best to resolve them and the
appropriate methods to measure each resolution. 


download-font-awesome.png Anne Maree Howley, Ombudsman, Australian Financial Complaints Authority (AFCA)

This critical and timely session will provide an up-to-date review of key policy and regulatory matters your call centre staff need to be aware of.


download-font-awesome.png Erin Sales, Senior Manager, Campaigns, AIST



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The Events Centre, Collins Square, 727 Collins Street, Melbourne