Contact Centre Summit NZ (Wellington, 21-22 November 2018) brings together government and private sector contact centre leaders to leverage best practices and maximise opportunities in blending existing and new channels to optimise customer experience and engagement.
Digital disruption has transformed the way customers and businesses interact. To continue acquiring and retaining customers, businesses must be fast to adopt digital services and support multiple channels in their contact centre model. The rules of customer engagement have changed. With the next generation of tech-savvy customers demanding faster and better services, the digital transformation of call centres must be a top priority to stand out in an increasingly competitive marketplace.
- How to deliver consistent omnichannel experiences to meet the needs of the future customer?
- How to incorporate digital channels into your customer engagement model?
- How to optimise workforce productivity through effective staff acquisition, development, engagement and retention?
- How to leverage technologies to enhance operational efficiency and user experience?
- How to better integrate people, processes and technology for a more productive and efficient call centre?
WORKSHOP: Achieving better customer outcomes and reducing the burden on the organisation by delivering service excellence
As the next generation of sophisticated customers is savvier and more informed, businesses are under pressure to deliver more effective and efficient services. As such, organisations are increasingly prioritising the customer journey to improve the overall experience.
By adopting a customer-driven framework for continuous improvement, innovation and value creation, this workshop will provide you with practical frameworks to help you turn your organisation’s customer experience vision into a customer experience reality.
Reasons to attend:
- Learn how to turn “CX”, or “CEM” from being just another passing popular term or new job title, into a strategic enterprise-wide agent for business improvement and change.
- Of those organisations that set out along the journey of customer experience enlightenment, many only reach half-way, and without a clear strategic objective and roadmap, they run the risk of wasting vast amounts of time and money chasing yet another trendy three letter acronym.
- Now, more than ever, organisations must build a customer-driven enterprise that can remove barriers to business, seek out and fix the problems that customers experience, and excel at service delivery.
This one-day workshop draws from more than 20 years’ experience working with the major private sector and public-sector organisations in New Zealand, Europe and the United States, to help them turn their customer experience vision into a customer experience reality. It presents a series of frameworks, blueprints and guides to help you achieve these goals too.