Contact Centre New Zealand Agenda

PRE-CONFERENCE WORKSHOP | Tuesday 19 November 2019 

 
 
Effective Leadership in Contact Centres
Learn to become a more effective, productive, and resilient leader at the pre-conference workshop
9.00am-5.00pm
 
The modern contact centre is one of the most fast-paced and stressful environments for both staff and leaders. In order to function successfully, a contact centre must be led by a resilient and adaptive leader, who can keep staff motivated and productive, embed a positive culture, and maintain a high-level of well-being across the entire team. 
 
Facilitated by Wellness & Performance Coach, Erik Van Den Top, you will have the opportunity to put your leadership skills to the test! Attend this interactive workshop and get ready to improve upon your skills and return to work with an enhanced understanding of your role as an effective leader.
 
Reasons to attend: 
 
Learn how to develop and embed a dynamic team culture that operates in line with organisational values rather than individual ambition
Explore effective stress management techniques to enhance the well-being and performance of yourself as a leader and your entire contact centre team
Develop innovative ways to motivate staff that move beyond the traditional “carrot-and-stick” approach
Learn how to foster resilience and manage change from a proactive and resilient position 
 
 
 
 
Facilitated by: Erik Van Den Top, Wellness & Performance Coach, Transformative Insights 
 
Erik is an internationally accredited coach, biofeedback and positive psychology practitioner with extensive professional development in neurophysiology (our nervous system), nutrition, biofeedback, resilience, adult development psychology and neuroscience.
 
Erik works one-to-one in private practice, facilitates well-being programmes and workshops, provides guest talks and is also a University of Auckland teaching and research fellow. After a corporate career in leadership and organisational development, he started my private practice in 2001 and have since worked with a wide range of organisations and hundreds of people. He is widely known and respected for his open-minded, emphatic, energetic and down-to-earth nature as well as his generosity in supporting and empowering young people, sharing knowledge, ideas and tools with other professionals, and empowering his clients to generate positive change and flourish. 
 
His passion is to inspire, enable and empower people to reach their wellness and performance potential.
 
 

AGENDA

9.00am-10.30am
How to build a dynamic team culture to create a positive and productive work environment
Creating a culture based on team values rather than individual goals
Implementing effective team-building exercises
Developing a more positive and lasting cultural change within your contact centre
 
10.30: Morning tea
 
 11.00am-12.30pm: Stress management techniques to increase the wellbeing and performance of your entire team
Implementing effective employee well-being strategies
Creating avenues to address common contact centre stress-related issues
Managing your own workload and preventing burnout
 
12.30: Lunch
 
1.30pm-3.00pm: Innovative techniques to motivate yourself and your staff 
Moving beyond traditional metrics and incentives
Understanding the key motivating factors for modern contact centre staff
Exploring new techniques to improve self-motivation and employee engagement
 
3.00: Afternoon tea
 
3.30pm-5.00pm: Managing and adapting to change
Creating environments that foster resilience 
How to lead a team in fast-changing environments
Predicting and delivering change from a pro-active, rather than reactive, position

08:30

08:55

09:10

  • Personalising the customer experience, the technology, and the staff journey 
  • Striking the right balance between the needs of staff, customers, and the organisation 
  • Positioning the contact centre as your organisation’s leading department 

EFFECTIVE USE OF TECHNOLOGY 

09:40

  • Overcoming the obstacles to implementing effective chat-bots 
  • Using live chat & chat-bots to increase productivity and enhance the customer experience 
  • Training staff to work more effectively with modern technology 

10:10

  • Identifying & implementing appropriate technologies and minimising  costs 
  • Engaging with other departments and avoiding institutional lag 
  • Monitoring & evaluating technology post-implementation and continuously improving

11:00

RECRUITMENT AND RETENTION OF SUPER AGENTS 

11:20

  • Partnering with third parties to develop innovative recruitment strategies in competitive areas 
  • Developing rigorous training programs while maintaining high completion rates
  • Positioning your organisation as an employer of choice and a culturally welcoming environment 

11:50

  • Transforming career ambitions from potential resignations into secure tenures 
  • Identifying and maximising the potential of key staff  
  • Understanding and working with the desires of the millennial workforce 

12:20

Interactive Roundtables

01:10

02:55

EMPLOYEE ENGAGEMENT AND LEADERSHIP DEVELOPMENT 

03:15

  • Improving overall service delivery through improved staff engagement 
  • Moving beyond salaries and understanding the needs of the modern workforce 
  • Monitoring staff engagement, reducing turnover, and implementing a high-performance culture

04:05

  • Having an open and honest conversation with staff about long-term career ambitions 
  • Developing a program that allows staff to work closely with senior leaders across the organisation 
  • Improving staff engagement and team communication through effective mentoring 

MENTAL HEALTH & WELL-BEING

04:35

  • Understanding the impact of mental health issues on contact centres
  • Developing and implementing an effective support network program
  • Moving beyond traditional methods of addressing employee well-being 

05:05

05:20

08:30

08:50

CUSTOMER CONNECTION AND EXPERIENCE  

09:00

  • Tailoring the interaction through a more proactive understanding of your customer  
  • Using data to preempt the customer’s needs and reduce wait time 
  • Achieving true customer empathy and enhancing the overall experience

09:50

  • Tracking the customer journey and integrating the data across all platforms  
  • Implementing effective data analysis to continually improve processes 
  • Eliminating unnecessary duplication and excessive points-of-contact

10:20

A short session facilitated by the Chair for delegates to discuss key take-aways  

10:35

TRAINING AND DEVELOPMENT 

10:50

  • Identifying the most suitable roles and employees for remote work 
  • Implementing a secure and effective platform for agents to work from home  
  • Keeping remote employees healthy, engaged, accountable and productive

11:20

  • Transforming your staff into multi-skilled, “super-agents” 
  • Structuring training programs to minimise the impact on cost & productivity 
  • Merging people with technology, overcoming fears of redundancy, and improving retention 

12:10

A short session facilitated by the Chair for delegates to discuss key take-aways  

12:25

Interactive Solution-Focused Sessions

01:15

03:00

MANAGING CASE LOAD PEAKS WITH A SMALL TEAM

03:15

  • Achieving high-level KPIs with minimal headcount, including calls, email and social media
  • Quality over quantity: attracting and retaining multi-skilled and dedicated agents  
  • Implementing affordable programs that keep staff multi-skilled and productive 

THE FUTURE OF CONTACT CENTRES 

03:45

  • Exploring the trends of modern contact centres and predicting future directions
  • How to prepare for inevitable digital upheavals
  • Implementing strategies to deal with predicted demographic and workforce changes

04:45

05:00

05:10