2026 CONTACT CENTRE

BEST PRACTICE REPORT

Key findings presentation

7th Edition


  Book your tickets here:

An aerial view of sydney harbor and the opera house.
A bridge over a body of water with a city skyline in the background
A city skyline with boats in the water in front of it on a sunny day.
A large body of water surrounded by buildings in a city.
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Melbourne

Tuesday 2nd June 2026, 1pm - 6pm
An aerial view of sydney harbor and the opera house.
An aerial view of a city at night with boats in the water.
A city skyline with boats in the water in front of it on a sunny day.
A large body of water surrounded by buildings in a city.
A city skyline with a lake in the foreground
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About this event

Join us for the release of the 2026 Contact Centre Best Practice Report and presentation of its key findings, the 7th edition of the report.

 

This half day conference includes presentations from data collected from over 250 Australian contact centres presented by industry leaders. Afternoon tea and an opportunity to network over drinks and canapes are included with each ticket. All attendees will receive a hard copy of the report.

The 7th edition of the Contact Centre Best Practice Report will have a strong AI focus, as we continue to research and present on the current state of the industry. AI is not the only topic of consideration, and the Key Findings Presentation will highlight what is most important to Australian contact centres in 2026.

Attendee benefits:

  • Be the first to receive a copy of 7th Edition of Australia’s leading contact centre benchmarking report, featuring results collected from 250+ Australian contact centres.
  • Hear deep insights collected from contact centre Frontline Agents, Team Leaders, Workforce Managers, Knowledge Managers, Senior Leaders + more.
  • Be entertained by short presentations from 10 leading industry experts.
  • Enjoy great networking opportunities over afternoon tea, or following the event with complimentary drinks and canapes.
  • Receive hard copy of the report (only available to those who attend the launch events).

Key topics discussed:

  • AI for self service and automation
  • How customer experience is changing
  • Which operational metrics are most important in the current climate
  • How CX observability makes a big difference
  • Hear from the individual voices of Workforce Managers, Knowledge Managers & Team Leaders on what is impacting them
  • What senior leaders are forecasting for 2027 and into the future

Questions?

Contact James Witcombe on 0413 212 421 or via james@smaart.com.au