The contact centre industry is evolving faster than ever, with AI-powered automation, digital transformation, and omnichannel customer engagement redefining the way service is delivered. At the same time, workforce challenges, cost pressures, and rising customer expectations continue to shape the future of contact centres in New Zealand.
The Contact Centre stream will bring together over 150+ contact centre and customer care leaders to discuss best practices, emerging trends, and practical solutions to navigate the challenges of modern customer service operations.
Engage directly with decision-makers actively seeking innovative solutions to elevate their contact centre journey.
“The flexhive by Hudson team had an amazing time attending the Future Contact Centre NZ Conference here in Auckland! A BIG thanks to Rajat Gehlot & the Aventedge team for putting on a great event!”
- Enterprise Sales Director, flexhive by hudson
Key Focus Areas in 2025
AI-Powered Contact Centres & Digital Transformation: Leveraging AI, automation, and analytics to optimise operations
Omnichannel & Self-Service Strategies: Creating seamless support experiences across voice, chat, email, and social media
Elevating Agent Experience & Retention: Strategies for engagement, well-being, and high-performance culture in hybrid and remote teams
Proactive vs. Reactive Service Models: Transitioning from issue resolution to predictive, value-added customer support
Data-Driven Decision Making for Operational Efficiency: Using analytics to optimise call routing, staffing, and response times, reducing costs while improving service quality
Measuring Success & Proving ROI: Metrics, KPIs, and best practices for service-driven business impact
