Contact Centre New Zealand Agenda

08:30

09:00

DELIVERING CUSTOMER SERVICE IN THE DIGITAL AGE 

09:10

  • Why culture is the key to successful customer outcomes 
  • Leading cultural transformation and maintaining momentum 
  • How to build greater employee engagement and retention in your Contact Centre  

09:40

  • Transforming your call centre’s digital capabilities, processes and structures for better customer service 
  • How to deliver excellent UX and CX for a more sophisticated call centre 

10:10

  • Investing in customer experience to attract and retain customers in an increasingly competitive marketplace  
  • Balancing investment in technology with investment in your people for better customer and business outcomes  

10:40

MAXIMISING TECHNOLOGY TO IMPROVE CUSTOMER SERVICE  

11:10

  • Moving to the cloud to drive greater scalability, boost security, reduce costs and improve agent flexibility and productivity 
  • How do cloud-based offerings expand capabilities beyond pure communications infrastructure to include value-added functionality  

11:40

  • Analysing technology trends – how to distinguish the facts from fiction?  
  • Assessing impact of emerging technologies such as AI, IoT, cognitive technologies and automated platforms on increasing customer acquisition and retention 

12:10

Roundtable A: Why the integration of UCaaS and CCaaS matters, and the value of a single platform.
Deane Jessep, Regional Manager, New Zealand, 8x8

01:00

BUILDING A CUSTOMER-CENTRIC WORKFORCE CULTURE 

02:00

  • Culture eats strategy for breakfast – why building a strong culture is key to delivering excellent customer service 
  • How to better motivate, engage and encourage employees to be customer-focused  
  • Leveraging technology and innovation to get your employees aligned with organisational goals 

02:50

  • Instilling employees with a customer-centric mentality from the start 
  • Evaluating ways to provide continuous learning, upskilling opportunities and career progression for employees

03:20

EFFECTIVE RECRUITMENT, DEVELOPMENT AND RETENTION 

03:50

  • Key challenges and strategies in improving employee engagement and commitment   
  • Implementing realistic and accurate KPIs – what constitutes success?

04:20

  • Identifying and addressing factors that lead to high employee turnover  
  • Empowering and engaging employees in the problem solving of customer issues and giving them the autonomy 

04:50

05:00

08:30

09:00

THE FUTURE OF CONTACT CENTRES 

09:10

  • Identifying all the touchpoints between the customer and Government  
  • Measuring and monitoring customer experience to drive further improvement  
  • How Contact Centre work is changing as a result 

09:40

  • Assessing shifts and trends in customer expectations  
  • How will call centres be transformed into engagement optimisation centres instead? 
  • Optimising technology to improve the end-to-end customer experience 

10:30

DEVELOPING EFFECTIVE OMNI-CHANNEL STRATEGIES AND CAPABILITIES 

11:00

  • Understanding what true omnichannel delivery is  
  • Improving integration between different systems and applications to improve productivity 

11:30

  • Moving toward digital platforms and designing them with the customer in mind  
  • Increasing customer engagement by offering a differentiated experience that integrates the human touch within digital channels 
  • Removing barriers to digital adoption and uplifting staff and customer digital confidence and capability

12:00

01:00

  • Monitoring the customer journey and identifying all the touchpoints between the customer and you – where are the pain points and how to overcome them? 
  • Extracting meaningful insights from data for better business and customer outcomes  
  • Measuring customer experience to assess performance and drive further improvement 

DOING MORE WITH LESS: COST VS CAPABILITY 

01:30

  • Streamlining operations and eliminating redundant procedures 
  • How improving usability, accessibility and user experience will result in lower support costs, increase customer acquisition and retention 
  • Innovating call centre procedures and processes to maximise budget potential – how to leverage technology to increase budget efficiency? 

02:20

OPTIMSING SOCIAL MEDIA TO ENRICH CUSTOMER SERVICE, ENGAGMENT AND EXPERIENCE 

02:40

  • Going beyond using social media as a communication tool 
  • Analysing Palmerston North City Council’s Facebook monitoring pilot – how to roll this out to other councils? 

03:10

  • Managing social media effectively to maximise customer experience and engagement 
  • How to coordinate social media with other customer service channels? 

03:40

03:50