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SUMMARY:August 2023 ACXPA Members Symposium
DESCRIPTION:August 2023 ACXPA Members Symposium\nJoin us live for the August 2023 ACXPA Members Symposium! \nOn the 3rd Tuesday of each month\, we host a Members Symposium that is free for all ACXPA members\, allowing them to hear and learn from a minimum of five industry experts across a wide variety of topics for people working in contact centres\, customer experience\, digital service and customer service. \nEach presenter has a presentation for a maximum of 20 minutes and following the live streaming of all the presentations\, all the presenters join us live for a Q&A session to answer any questions\, provide additional insights etc. \n\n\nYou need to be an ACXPA Member to join the monthly Symposiums. See which membership is right for you > or jump straight to the options: Individual Membership   |   Business Membership   |   Vendor Membership \n \n\nConfirmed Speakers and topics for the August 2023 ACXPA Members Symposium:\nKey considerations before collecting Voice of the Customer Data\nUsing Voice of Customer data is key in any CX program. Before you start collecting data what do you need to consider ensuring data can be used to deliver the most value to your program?  These tips help you to future proof your data collection methods \nPresented by Linda Battin\, National CX & Insights Manager\, Compass Group Australia \n\nUnlocking data’s potential: Building engaging customer conversations\n  \n \nKevin is back to present some practical tips that can help CX Professionals deliver improved outcomes through the use of data. \nAnd if we’re lucky\, Kevin might throw in a few cooking tips as well (for those that don’t know Kevin was also a contestant on Masterchef)! \nIn this presentation\, you’ll learn how to: \n\nHarness data to gain deeper customer insights and create tailored messages that resonate\nAlign Campaign Strategy and Data: Develop a strategic campaign that aligns seamlessly with your data\nMeasure success with metrics and analytics: Quantify the impact of your data-driven campaigns using meaningful metrics\n\nPresented by Kevin Perry\, Director – Data and Personalisation & Data Driven Communications\, IVE Group \n\nIntroduction to Human-Centered Design (Part 2)\n  \n \nIn our four-part series of all things Human Centred Design\, in this presentation\, the focus is on how to identify problems and define opportunities for design. \nIn this presentation\, you’ll learn how to: \nPresented by Rod Netterfield\, Director – Humind
URL:https://shop.acxpa.com.au/event/august-2023-acxpa-members-symposium/
LOCATION:Live Stream
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/August-2023-ACXPA-Members-Symposium.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230719T120000
DTEND;TZID=Australia/Melbourne:20230719T130000
DTSTAMP:20240208T111801Z
CREATED:20240208T111801Z
LAST-MODIFIED:20240208T111801Z
UID:10000152-1689768000-1689771600@shop.acxpa.com.au
SUMMARY:Mental Health & Resilience Webinar: Tips to Enhance Team Engagement
DESCRIPTION:Do you want to take a proactive approach to creating a thriving work environment? Join us on 19th July for an empowering webinar that will equip Team Leaders and Managers with the essential tools to make a positive impact on your team’s mental health and wellbeing. ?? \n? Be inspired by ⁠Dr Liz Kirk (PhD) from ⁠Beyond Ergo in an interactive talk that will revolutionise the way you approach mental health in the workplace. Discover a treasure trove of easy-to-implement techniques that will help you reduce stress among your team\, initiate meaningful conversations about mental health and foster a supportive team environment that breeds success. \nDuring this talk\, you’ll gain access to research-backed tips and actions that can improve retention\, boost engagement and tackle presenteeism and absenteeism. If you’re looking to build happier\, more engaged\, and more productive team\, this webinar is for you! ? ? \nKey takeaways you don’t want to miss: \n1. Master a range of practical actions: Learn targeted stretches\, mindfulness exercises and other actionable steps to reduce both mental and physical stress. These simple practices can make an immediate difference in your team’s overall wellbeing. \n2. Start ongoing mental health conversations: No more meeting preparation time needed! You’ll access resources to effortlessly initiate conversations about mental health during your team meetings. Gain the tools and knowledge to lead these discussions effectively. \n3. Build confidence in stress management: Receive valuable handouts\, coaching sheets and additional resource links to enhance your confidence in discussing stress and stress management with your team. Gain the necessary skills to support your team members and cultivate a healthier work environment. \n4. Understand the signs of ongoing mental distress: Explore our comprehensive handout on the Symptoms of Ongoing Mental Distress to understand the different stages and indicators of long-term stress. By recognising these signs\, you’ll be better equipped to address and alleviate mental health challenges within your team. \n5. Raise awareness and improve team performance: Encourage your team to join in action demonstrations during team meetings and experience immediate stress reduction. By incorporating these activities into your routine\, you’ll not only boost awareness but also improve team performance and overall engagement. \nOverview of Webinar | Benefits of Attending: \n? Join our engaging webinar to discover why these easy-to-implement actions should be the first step in your mental health toolbox. \n? Designed to be seamlessly integrated into team meetings\, from mindful moments to targeted stretches\, we’ll introduce you to simple\, no-cost activities that deliver practical benefits and make mental health care enjoyable. \nAt the end of the session\, you’ll be sent the key takeaways\, including a range of handouts\, coaching sheets and links for additional resources and reading material. \nTake the leap and join us for this engaging webinar to have a positive impact on your team’s wellbeing
URL:https://shop.acxpa.com.au/event/mental-health-resilience-webinar-tips-to-enhance-team-engagement/
LOCATION:Zoom
CATEGORIES:Webinars
ATTACH;FMTTYPE=image/png:https://shop.acxpa.com.au/wp-content/uploads/2023/07/1687412337356.png
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230718T133000
DTEND;TZID=Australia/Melbourne:20230718T153000
DTSTAMP:20230626T014514Z
CREATED:20230626T014514Z
LAST-MODIFIED:20230626T014514Z
UID:10000148-1689687000-1689694200@shop.acxpa.com.au
SUMMARY:July 2023 ACXPA Members Symposium
DESCRIPTION:July 2023 ACXPA Members Symposium\nJoin us live for the July 2023 ACXPA Members Symposium! \nOn the 3rd Tuesday of each month\, we host a Members Symposium that is free for all ACXPA members\, allowing them to hear and learn from a minimum of five industry experts across a wide variety of topics for people working in contact centres\, customer experience\, digital service and customer service. \nEach presenter has a presentation for a maximum of 20 minutes and following the live streaming of all the presentations\, all the presenters join us live for a Q&A session to answer any questions\, provide additional insights etc. \n\n\nYou need to be an ACXPA Member to join the monthly Symposiums. See which membership is right for you >\n \n\nConfirmed Speakers and topics for the July 2023 ACXPA Members Symposium:\n\nKevin Perry; How marketing technology can be used to drive great CX\nNant Nissen; Tips to improve resilience for remote/home-based workers\n\nFurther presenter announcements are coming soon!
URL:https://shop.acxpa.com.au/event/july-2023-acxpa-members-symposium/
LOCATION:Live Stream
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/July-2023-ACXPA-Members-Symposium.jpg
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230502T110000
DTEND;TZID=Australia/Melbourne:20230502T123000
DTSTAMP:20230831T005546Z
CREATED:20230407T014646Z
LAST-MODIFIED:20230831T005546Z
UID:10000107-1683025200-1683030600@shop.acxpa.com.au
SUMMARY:ACXPA Members Symposium #1
DESCRIPTION:ACXPA Members Symposium #1\nJoin us live for the first ACXPA Members Symposium to fast-track your knowledge and hear directly from five industry experts each sharing 5 tips. ACXPA Live Symposiums are held monthly and enable you to keep across best-practice covering contact centres\, customer experience\, digital service and customer service. \nNo sales pitches\, vendor guest spots etc – just tips\, best practice and thought leadership designed to help you succeed. \nThe topics for our first live ACXPA Members Symposium are: \n\nDeanne Martin – 5 Tips to attract and retain customer service employees\nDavid Stone – 5 Tips to improve efficiency in your business using technology\nRod Netterfield – 5 Tips to successful Customer Journey Mapping\nNadine Power – 5 Tips to improve performance management in your contact centre\nSimon Blair – 5 Tips to improve your coaching\n\nEach presenter has a maximum of 15 minutes so it’s a great way for you to fast-track your skills! \n \n  \nThis event is exclusive to ACXPA Members only. Click here to learn more about ACXPA Memberships > \nIf you are a member\, please log in to see the RSVP button!  \n 
URL:https://shop.acxpa.com.au/event/acxpa-members-symposium-1/
LOCATION:Live Stream
ATTACH;FMTTYPE=image/png:https://shop.acxpa.com.au/wp-content/uploads/2023/04/Members-Symposium-1.png
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DTSTART;TZID=Australia/Adelaide:20230427T160000
DTEND;TZID=Australia/Adelaide:20230427T170000
DTSTAMP:20240816T235614Z
CREATED:20230314T040637Z
LAST-MODIFIED:20240816T235614Z
UID:10000100-1682611200-1682614800@shop.acxpa.com.au
SUMMARY:ACXPA SA Launch
DESCRIPTION:ACXPA SA Launch\nWe are very excited to announce the formal launch of the Australian Customer Experience Professionals Association (ACXPA) local ACXPA South Australian Advisory Board. \nACXPA is a new industry association that serves the contact centre\, customer experience (CX)\, digital service and customer service professions in Australia (learn more about ACXPA by clicking here) that is supported by some of the leading industry experts and organisations. \nAt the launch event\, you will: \n\nGain insights about the contact centre\, CX\, digital service and customer service industry in Australia from ACXPA CEO Justin Tippett.\nLearn more about how ACXPA is helping to support and grow our industry.\nMeet the members of the ACXPA South Australia Advisory Board who will be planning and executing local events\, including site tours\, seminars and more.\nMeet and mingle with other industry professionals in a relaxed setting.\n\nDate and Time:\nThe formal launch is on the 27th of April\, commencing at 4:00 pm.  The presentation will be approx 30 minutes\, followed by plenty of time to network with other industry professionals. \nLocation:\nWe have secured the upstairs function room at the Belgian Beer Cafe\, 27 – 29 Ebenezer Place\, Adelaide. \nPrice:\n\nACXPA non-members – $10 (includes drinks and nibbles)\nFREE for ACXPA members!\n\n  \nTICKETS WILL BE AVAILABLE ON THE DOOR! \nLearn more about ACXPA Membership >
URL:https://shop.acxpa.com.au/event/acxpa-sa-launch/
LOCATION:Belgian Beer Cafe\, 27 - 29 Ebenezer Place\, Adelaide\, South Australia\, 5000\, Australia
CATEGORIES:ACXPA State Events
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/03/ACXPA-SA-Formal-Launch.jpg
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20230222
DTEND;VALUE=DATE:20230224
DTSTAMP:20240208T111802Z
CREATED:20240208T111802Z
LAST-MODIFIED:20240208T111802Z
UID:10000092-1677024000-1677196799@shop.acxpa.com.au
SUMMARY:Workforce Optimisation Conference
DESCRIPTION:Call Design’s Workforce Optimisation conference is a unique event that is dedicated to workforce optimisation.  The conference is designed to bring together industry leaders and contact centre professionals to prepare for the future\, explore industry best practices and leverage expert knowledge and insights on workforce optimisation.
URL:https://shop.acxpa.com.au/event/workforce-optimisation-conference/
CATEGORIES:Networking,Training Courses
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DTSTART;TZID=Australia/Melbourne:20230207T130000
DTEND;TZID=Australia/Melbourne:20230207T140000
DTSTAMP:20230206T230105Z
CREATED:20230119T061022Z
LAST-MODIFIED:20230206T230105Z
UID:10000091-1675774800-1675778400@shop.acxpa.com.au
SUMMARY:How to build the foundations of a CX Program
DESCRIPTION:The case for CX and how to build the foundations of a CX Program\nJoin us for our free workshop for members that is designed to help you build an internal case for CX and provide tips on how to build the foundations of a CX program. \nIn the session\, we will cover the following: \n\nThe rationale of why this is important and how to kick start your journey\nWhat are the tactical steps to take and in what order?\nWhat you can expect to see in the business?\nIs NPS right\, and if so\, how can it be used?\nA framework of how to drive sustainable change.\n\nThe session will provide you with real practical skills delivered by an industry expert and is designed to educate\, not sell. We aim to have time for questions at the end so it’s a great opportunity to hear\, learn and engage with an industry expert with no agenda other than to help you. \nYour facilitator:\nScott Downing\, ACXPA National Advisory Board Member \nScott Downing is a Global Employee and Customer Experience strategist\, and an advocate for Continuous Improvement. \nScott has experience across the SaaS\, Telco and Financial Service sectors across multiple regions and countries and he uses Human Centric Design methods in his work. \nRecently Scott helped a tech Unicorn kick off its CX Strategy and Transformation Program to ensure its success continued. Scott has also led multiple International Teams for large organisations like Telstra and Intuit. In these roles\, Scott was renowned for focusing on Customer Support\, Digital OMNI channel launches/optimisation as well as driving a focus for quality and people development to move the needle. \nScott is originally from the UK and has been in Australia for 15 years. He is the proud Winner of the Customer Service Executive of the Year in Australia and Internationally. \n  \nPrice\nThe event is free for all ACXPA Members. Non-members $75. Don’t have a membership? Learn more > \nDate/Time\nThe event will be held live on the 7th Feb between 13:00 and 14:00 AEDT. \nMembers Info \nMembers\, to enable us to send you the link to the event please make sure you are logged in to your membership account and you will then be able to RSVP below. For members that cannot make it live\, you will be able to watch it on catch-up as part of our resource library. \n 
URL:https://shop.acxpa.com.au/event/how-to-build-the-foundations-of-a-cx-program/
LOCATION:Zoom
CATEGORIES:Member Workshops
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/01/How-to-build-the-foundations-of-a-CX-Program-online-workshop.jpg
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230202T170000
DTEND;TZID=Australia/Melbourne:20230202T183000
DTSTAMP:20230303T013709Z
CREATED:20221130T232820Z
LAST-MODIFIED:20230303T013709Z
UID:10000068-1675357200-1675362600@shop.acxpa.com.au
SUMMARY:Site Tour + 2023 Recruitment and Engagement Insights for contact centres
DESCRIPTION:2023 Recruitment and Engagement Insights for contact centres\nIncluding a tour of the iconic Red Energy building and contact centre!\nJoin us for our first Australian Customer Experience Professionals Association (ACXPA) Victoria event to hear from our expert panel on two of the hottest issues in contact centres today and moving into 2023: Recruitment and Engagement. \nOur venue for this event is the unique and historic building that is home to the Red Energy Contact Centre\, and a brief tour will be included. \nHosted by ACXPA CEO Justin Tippett and Chair of ACXPA Victoria Sean McGinn\, together with an expert panel of local leaders in the fields of contact centre recruitment and employee engagement\, this event will bring you up to speed on the key trends\, case studies\, and practical tips to help you with an issue facing all contact centres today – how to build an engaging culture and reduce attrition in a contact centre along with tips on how to recruit in today’s challenging market. \nNot only will you hear some great tips\, but you’ll also have the chance to engage directly with the panel who will be taking questions to make sure you get all the answers you need. After the formal presentations\, you’ll also have the chance to engage with the panel\, other ACXPA members and industry professionals who are all facing similar issues over some networking drinks and nibbles in the iconic Bryant and May building (with an awesome view on the rooftop!). \nAgenda:\n\nShort tour of the Red Energy Contact Centre and the iconic Bryant and May building.\nIntroduction to The Australian Customer Experience Professionals Association (ACXPA)\nPresentation of key trends\, case studies and hot tips!\nPanel Discussion and Q&A\nNetworking\, drinks and nibbles in a beautiful setting!\n\nYour expert panel includes:\n\nShannon Fox – Customer Solutions Manager\, Red Energy (A multiple award-winning ~300-seat contact centre based in Cremorne (next to Richmond!)\nJames Witcombe\, Director of Smaart Recruitment (and Author of Australia’s leading Contact Centre industry benchmarking survey and mentoring program)\nSharon Hoffman – Talent Acquisition Lead\, Probe Group (Probe is the largest Outsourcer/BPO in Australia with hundreds of employees right here in Victoria)\nFazra Caleel\, City of Casey – Organisation Design & Capability Consultant (One of the largest councils in Victoria\, winner of numerous customer service awards and a hybrid working model for contact centre employees)\n\nPrice: \n\nThis event is free for ACXPA Members (View memberships options >)\nNon-members\, $15.00 ex GST per person (includes drinks and nibbles)\n\nAbout ACXPA \nThe Australian Customer Experience Professionals Association (ACXPA) is a new industry association that connects the contact centre\, customer experience\, digital service\, customer service and employee experience professions in Australia to create better customer\, business\, career and industry outcomes. \n\nLearn more about ACXPA >\nView Membership options >\n\n  \nA great opportunity to see inside the iconic Red Energy Contact Centre and learn tips and strategies on how to overcome two of the biggest challenges for contact centres today; recruitment and retention.
URL:https://shop.acxpa.com.au/event/2023-recruitment-and-engagement-insights-vic-feb-22/
LOCATION:Red Energy Head office\, 570 Church St\, Cremorne\, Victoria\, 3000\, Australia
CATEGORIES:Networking,Site Tour
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/ACXPA-Victoria-Insights-Event-at-Red-Energy-Contact-Centre.jpg
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