Auscontact Association

Auscontact Association Dedication to build, evolve and promote the customer contact community.

Auscontact Association supports Members to improve their customer outcomes and creating opportunities for meaningful employment and personal growth.

In this article, Simon Shanks explores the “ROI paradox” in AI adoption and why many organisations are struggling to tur...
27/04/2026

In this article, Simon Shanks explores the “ROI paradox” in AI adoption and why many organisations are struggling to turn investment into measurable outcomes.

It also looks at where value is already being delivered today, including faster onboarding, reduced after-call work, and scaled quality assurance.

For leaders looking to move from experimentation to real impact, this is a timely read.

🔗 Read more: https://contactcentremagazine.com/finding-the-roi-on-ai-in-your-contact-centre/

3 weeks to go to enter the 2026 Auscontact Excellence Awards ⏳If you’ve been thinking about it – this is your moment to ...
23/04/2026

3 weeks to go to enter the 2026 Auscontact Excellence Awards ⏳
If you’ve been thinking about it – this is your moment to jump in.

Because entering isn’t just about the outcome. It’s about what the process unlocks along the way.

✨ Recognising your people and the impact they make every day
✨ Reflecting on your best work and bringing it into focus
✨ Telling your story with clarity and confidence
✨ Building pride and momentum across your team

Beyond that, every submission receives detailed, independent feedback which gives practical insights to validate your strengths and identify where to grow next.

It’s recognition, reflection and real value – all in one process.

👉 Explore the categories and submit your nomination today. https://www.auscontact.com.au/awards

🌟 Thank You to Our Sponsors 🌟As we head into the final countdown to the 2026 National Conference, we’d like to recognise...
22/04/2026

🌟 Thank You to Our Sponsors 🌟

As we head into the final countdown to the 2026 National Conference, we’d like to recognise the partners who help make this event possible.

Their support enables us to bring the contact centre and CX community together, creating space for real conversations, practical insight, and the ideas shaping what comes next for our industry.

This conference is built by the industry, for the industry, and our sponsors play a critical role in helping us deliver an experience that is relevant, thought-provoking and grounded in real-world impact.

Thank you for your ongoing support and commitment to the future of our industry.

📊 If WFM isn’t shaping your strategy, what is?If Workforce Management is still sitting on the sidelines, reporting on pe...
21/04/2026

📊 If WFM isn’t shaping your strategy, what is?

If Workforce Management is still sitting on the sidelines, reporting on performance instead of driving it – you’re leaving value on the table.

At the 2026 National Conference, Christopher Griffiths joins Julie-Anne Hazlett from Call Design to challenge the role WFM should really be playing across customer experience, employee engagement and cost.

With over 30 years of experience, Chris brings a candid, real-world perspective on what it takes to elevate WFM into a true strategic partner – and why many organisations are still not there.

From forecasting to real-time ex*****on, this session cuts through theory to focus on what actually works, and what needs to change.

📩 Registrations have now closed online – get in touch if you’re still planning to attend.

🤖 Your customers have AIQ. Are you keeping pace?Your customers aren’t waiting to speak to you to get informed anymore – ...
20/04/2026

🤖 Your customers have AIQ. Are you keeping pace?

Your customers aren’t waiting to speak to you to get informed anymore – they’re arriving already prepared, with higher expectations and better questions.

At the 2026 National Conference, Dustin Laidsaar and Brendon Edwards from Datacom will unpack what this shift really means for contact centres.

This isn’t another conversation about chatbots or automation platforms. It’s a practical look at what actually changes when AI is shaping both sides of the interaction – from how performance is measured, to the evolving role of your people, and the operational realities when automation doesn’t cover everything.

📩 Registrations have now closed online – get in touch if you’re still planning to attend.

The contact centre is more than a job – it’s a launchpad. But moving beyond the frontline takes more than hitting KPIs. ...
17/04/2026

The contact centre is more than a job – it’s a launchpad. But moving beyond the frontline takes more than hitting KPIs. It takes intention, visibility, and the right strategy.

Join us for this high-impact, one-hour virtual session designed for agents ready to take control of their next move. Hosted by our QLD Committee, this session is open to agents from all states – wherever you’re based, you’re welcome to join us online.

🔹 Build a personal brand that gets you noticed
🔹 Learn how to find and leverage meaningful mentorship
🔹 Gain practical tools to stand out and step up

For leaders, this is a simple way to invest in your people – strengthening engagement, boosting retention, and building a pipeline of leadership-ready talent from within.

Stop waiting for the next opportunity. Start building the brand that attracts it.
Register today: https://www.auscontact.com.au/Web/Web/Activities/Event_Display.aspx?EventKey=QLD260507

Thanks to Tacticall Recruitment, our Queensland State Sponsor for making this opportunity possible.

4 weeks to go to submit your nominations for the 2026 Auscontact Excellence Awards ⏳If it’s been on your list, now’s the...
17/04/2026

4 weeks to go to submit your nominations for the 2026 Auscontact Excellence Awards ⏳

If it’s been on your list, now’s the time to take action.

The Awards are more than recognition. They’re a chance to pause, reflect and bring your best work into focus — celebrating the people and teams driving impact across your organisation.

What we hear time and time again is that the real value goes beyond the stage. The process builds pride, lifts visibility of your people, and creates meaningful conversations internally about what great looks like.

And importantly, every entrant receives detailed, independent feedback — giving you clear insights to validate your strengths and identify opportunities for growth, regardless of the outcome.

If you’re looking to recognise your people, strengthen your story and gain valuable perspective, this is your moment.

👉 Explore the categories and submit your nomination today.
https://www.auscontact.com.au/Web/Web/Awards/Program/Awards-Process.aspx

What does it take to lead well right now? More pressure, more complexity, and teams who need more than just direction – ...
14/04/2026

What does it take to lead well right now? More pressure, more complexity, and teams who need more than just direction – they need clarity, trust and genuine connection.

That’s where Lead to Connect comes in.

Delivered by Shelley Flett, this highly interactive program is designed to help leaders shift from reacting and problem-solving to leading with intention. It’s about building the confidence to coach, not control and creating the kind of environment where people feel heard, think clearly and take ownership.

Across four sessions, you’ll strengthen your emotional intelligence, sharpen your listening and questioning skills, and learn how to create psychological safety while still driving performance.

If you’re ready to:
🔵 Move from telling to coaching
🔵 Build stronger, more meaningful connections with your team
🔵 Foster trust, accountability and ownership
🔵 Lead with clarity, confidence and intention

This program is for you.

👉 Secure your place today via our website!

What does it take to lead well right now? More pressure, more complexity, and teams who need more than just direction – ...
14/04/2026

What does it take to lead well right now? More pressure, more complexity, and teams who need more than just direction – they need clarity, trust and genuine connection.

That’s where Lead to Connect comes in.

Delivered by Shelley Flett, this highly interactive program is designed to help leaders shift from reacting and problem-solving to leading with intention. It’s about building the confidence to coach, not control and creating the kind of environment where people feel heard, think clearly and take ownership.

Across four sessions, you’ll strengthen your emotional intelligence, sharpen your listening and questioning skills, and learn how to create psychological safety while still driving performance.

If you’re ready to:
🔵 Move from telling to coaching
🔵 Build stronger, more meaningful connections with your team
🔵 Foster trust, accountability and ownership
🔵 Lead with clarity, confidence and intention

This program is for you.

👉 Secure your place today: https://www.auscontact.com.au/Web/Web/Activities/Event_Display.aspx?EventKey=SFL2C0526

Address

PO BOX 129
St Leonards, NSW
1590

Opening Hours

Monday 9am - 5pm
Tuesday 9am - 5pm
Wednesday 9am - 5pm
Thursday 9am - 5pm
Friday 9am - 5pm

Telephone

+611800025727

Website

Alerts

Be the first to know and let us send you an email when Auscontact Association posts news and promotions. Your email address will not be used for any other purpose, and you can unsubscribe at any time.

Contact The Organization

Send a message to Auscontact Association:

Shortcuts

Share

Category