January 17, 2021
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Delivered online
Auscontact Association industry event

Auscontact 2020 Virtual Conference

Oct 28, 2020 (11:00 AM) - Oct 29, 2020 (2:00 PM)

The Auscontact 2020 Virtual Conference Agenda

This year the annual Auscontact conference has gone online! The full agenda is below:

Day One, Wednesday 28 October 2020

11:00 AM – COVID-19 Impact Report

Highlights from the 2020 COVID-19 Impact Report covering; Business Continuity, Remote Working, Return to Office, Your People, Your Customers and Learnings

11:30 AM – Tough Times Don’t Last: How to Lead in Times of Adversity

How can contact centres make the most out of adversity, ensure they are equipped to achieve their CX goals and best prepare for a future where the only constant is change?

Discover how to achieve best-in-class contact centre outcomes in a post-pandemic world and beyond with our CX panel of experts.

12:00 PM – 20 Tips in  20 Minutes

Team BBB Advisory will be sharing the top tips, models, frameworks and tools from the Auscontact Virtual Coffee Workshops, in one fast-paced session – listen hard, stay alert and bring coffee!

12:30 PM – AI and the Virtual Contact Centre – The New Normal

In this session, the team from Vonage will share experiences their customers faced during the onset of COVID-19, the impacts they had to their operations, short term solutions that were deployed and the trends they are now seeing as part of The New Normal.

1:00 PM – If remote working is the new normal… how do we maintain organisational culture

The panellists from across Australia will share their experiences during the pandemic and beyond; exploring how they have maintained a culture, the difficulties, the wins and lessons learned.

Day Two, Thursday 29 October 2020

11:00 AM – Consumer CX Insights Report – what do customers REALLY want

These insights are from the inaugural Annual Consumer CX survey created by COPC Inc. in partnership with Auscontact Association.

11:30 AM – Inspiring and Motivating Employees with Gamification – a Case Study

Hear how Deakin University have used gamification in new and innovative ways to not only engage and motivate staff, but also to develop online accreditation for their employees.

12:00 PM – COVID-19 A Government perspective

12:30 PM – Coming soon!

1:00 PM – Growth in the Age of COVID

Andrew Hume will discuss how PROBE grew by a stunning 66.2%, moving up 121 spots in the Top 500 companies in Australia.

Please note the event is free for Auscontact members and $300 for non-members

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Event Fast Facts

Event Details:

October 28, 2020 @ 11:00 am
October 29, 2020 @ 2:00 pm
Events Category:
View Website →
Target Audience:
Frontline Agents, Emerging/Future Leaders, Team Leaders, Contact Centre Managers, General Management, Executives, WFM/WFO, Learning & Development, Quality Assurance, Reporting & Analytics, Automation/AI, ICT/Technology
Total DURATION of the Event:
6 Hours
Total number of SESSIONS:
LENGTH of each session:
3 Hours

Venue for the Event


Event Organiser

1800 025 727

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