2020 Contact Centre New Zealand Agenda

08:20

08:50

09:00

FLEXIBLE WORK

09:10

  • Remote working before and after COVID-19
  • Scaling resources and thinking differently about productivity
  • Customer engagement and the importance of the Contact Centre

09:45

  • How COVID-19 has forced change on organisations and its ongoing impact on efficiency and productivity
  • Reflecting on remote-work programs and flexible working schemes moving forward
  • Ensuring workplace culture is embedded within a distributed workforce

10:30

TRANSFORMING CONTACT CENTRE CULTURE 

00:00

11:00

  • How the ACC has transformed four separate contact centres into one highly efficient Digital and Channel Operations business unit
  • Facilitating a significant transformation of the ACC omnichannel experience leading to dramatic improvements in staff engagement, connection to purpose and enhanced customer value.

11:35

  • Building business & people capability through a new way of implementing change: customer management platform & omni channel cloud technology 
  • Unpacking Meridian’s learning journey- iterative deployment utilising people as change champions 

12:10

12:20

01:20

Roundtable I 
Empowering agents and digital deflection through the use of IVR automation and authentication 
Mike Banbrook, CEO of Convai NZ ltd 
 
Roundtable II 
Digital Transformation of Customer Experience – The New Normal 
Tabrez Ali, Head of Product – Cloud PBX and Unified Communications, Digital Island 
 
Roundtable III 
Quality over Quantity: attracting and retaining multi-skilled and dedicated agents
Craig Ashton, Head of Contact Centres, ACC 

02:30

IMPROVING AGENT ENGAGEMENT AND WELLBEING 

03:00

  • Best practices in maximising engagement and commitment
  • How to effectively develop motivational strategies to improve agent engagement.
  • What constitutes Agent success?

03:50

  • Creating a positive Culture and physical environment  
  • How to lead in times of chaos
  • Recognising the first signs of mental illness

04:25

04:35

08:30

09:00

EFFECTIVE USE OF TECHNOLOGY

09:10

  • Merging people with technology, overcoming fears of redundancy, and improving retention
  • Migrating to cloud to improve agent flexibility and productivity

09:45

  • How a data analytics approach to CX and innovation has assisted in making real changes to customer behaviour and channel shift at Inland Revenue

10:20

  • Understanding the changing ways of customer behaviour 
  • Increasing engagement with Digital adoption  
  • How BNZ utilises digital to ensure the Right Channel, Right Banker and Right Customer Outcomes 

10:55

11:25

Roundtable I 
How can your organisation utilise Journey Mapping and Design Thinking to generate value for customers?
Prashant Bakshi, Chief Customer Officer, NZ Qualifications Authority 
 
Roundtable II 
How can you cultivate a customer centric culture to deliver exceptional customer service 
Stephanie Riordan-Edmonds, Head of Customer Service, Southern Cross Health Society
 
Roundtable III 
Achieving high-level KPI’s with minimal headcount
Amanda Singleton, Chief Customer Officer, Watercare 
 
Roundtable IV
How can we achieve continuous CX innovation?
Nuri Gocay, Senior ANZ Specialist Solutions Architect, Amazon Connect, Amazon Web Services (AWS) 

12:35

CUSTOMER CENTRIC CONTACT 

01:35

  • Sparks ambition for a Unified Frontline – bringing the Care and Retail crafts into one Human Experience.
  • Bringing Agile Ways of Working to life though our Channels. 
  • Cross-Skilling at Scale – uncovering a Universal Skillset to create the Universal Agent.

THE FUTURE OF CUSTOMER CONTACT

02:15

  • Exploring the trends of modern contact centres and predicting future directions
  • Implementing strategies to deal with predicted demographic and workforce changes
  • Laying the foundations for transformation and managing the change.

03:05

03:30

03:35

  • Understanding Watercare’s extreme ownership approach to contact centre leadership
  • Why each individual should take ownership for their part in the value chain
  • Unpacking the impact of extreme ownership and accountability on key customer metrics

04:10

  • Facilitating a merge of traditional telephony contact channels with digital options at NZ Police 
  • Using an end to end approach to maximise customer experience
  • How utilising a customer journey approach is helping improve CX for burglary victims 

04:40

04:50