2020 Contact Centre New Zealand Agenda

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08:20

Registration and welcome coffee at QBE Gallery, Level 4

08:50

Welcome and blessing from local lwi

09:00

Introduction from the morning Chairperson
Greg McAllister, Head of HR Consulting, OCG Consulting

FLEXIBLE WORK

09:10

Maximising agent productivity with flexible work arrangement
Sarina Prately, General Manager Contact Centre, ANZ

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

Panel Discussion: Navigating the challenges posed by the COVID-19 lockdown
Stephanie Riordan-Edmonds, Head of Customer Service, Southern Cross Health Society
Wendell Wylde, Head of Contact Centres, Auckland Council
Sarah Pope, Manager Customer Care, NIB

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

Morning Break

TRANSFORMING CONTACT CENTRE CULTURE

00:00

Chairperson for ‘Transforming Contact Centre Culture’ chapter
Mike W, General Manager, Hitech Solutions

11:00

The ACC's Contact Centre Transformation Journey - Shifting from a culture of volume to value
Craig Ashton, Head of Contact Centres, ACC

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

Meridian’s move to modern agile practices- Implementing value through business led change, technology & people
Rachel Herangi, Head of Customer Care & Delivery, Meridian Energy
Hayley Saunders, ICT Business Stream Lead, Customer & Commercial, Meridian Energy

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

How to deal with digital hyperflexion
Leon Sheehan, CEO, Digital island

12:20

Networking Lunch brought to you by

01:20

Interactive Roundtables
Delegates will have a choice to attend two rotating 30-minute roundtables. This is a terrific opportunity to discuss and gain new insights. Informal and interactive.

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

Afternoon Break

IMPROVING AGENT ENGAGEMENT AND WELLBEING

03:00

Panel: Key challenges and strategies in improving employee engagement, productivity, and performance
Moderator: Greg McAllister, Head of HR Consulting, OCG Consulting

Nina Haslip, Head of Contact Centre, Coca-Cola Amatil
Henry Gray, Customer Contact Manager, Auckland Transport
Martin Fox, Customer Service Centre Manager, St John NZ

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

03:50

Impacts of positive Culture on staff mental health and wellbeing
Martin Fox, Customer Service Centre Manager, St John NZ

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

04:25

Chairperson Closing Address

04:35

Networking drinks - Brought to you by Atlas Gentec & Partners

Expand All

08:30

Registration and Welcome Coffee at QBE Gallery, Level 4

09:00

Chairperson’s opening address
Greg McAllister, Head of HR Consulting, OCG Consulting

EFFECTIVE USE OF TECHNOLOGY

09:10

How the NZQA utilises technology and automation to aid rather than replace the agent
Prashant Bakshi, Chief Customer Officer, NZ Qualifications Authority
Jay Schwartfeger, Contact Centre Manager, NZ Qualifications Authority

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

09:45

Using Data and Advanced Analytics to strengthen Inland Revenue’s customer relationships and CX
Geoff Wintle, Segment Management Lead – Individuals, Inland Revenue

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

Exploring the Digital Evolution in the Contact Centre environment
Bridgette Dalzell, General Manager, Customer Connection Hubs, Bank of New Zealand
Rebecca Paterson, Head of Transformation, Customer Connection Hubs, Bank of New Zealand

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

Morning Break

11:25

Interactive Roundtables
Delegates will have a choice to attend two rotating 30-minute roundtables. This is a terrific opportunity to discuss and gain new insights. Informal and interactive.

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

Lunch break

CUSTOMER CENTRIC CONTACT

01:35

How Spark created a ‘Unified Frontline’ to embrace a Digital Future.
Chris Fletcher, General Manager Consumer Channels, Spark NZ
Hayley Smith, HR Lead Partner, Spark NZ
Mike Hutton, Domain Chapter Lead – Virtual, Spark NZ

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

Panel Discussion: What does the Contact Centre of the future look like?
Moderator: Greg McAllister, Head of HR Consulting, OCG Consulting
Rebecca Paterson, Head of Transformation, Customer Connection Hubs, Bank of New Zealand
Dan Cooper, Digital Channel Lead, Spark NZ
Mike W, General Manager, Hitech Solutions

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

Afternoon Break

03:30

Prize draw - Winner announced

03:35

Achieving customer contact excellence through a culture of Extreme Ownership
Amanda Singleton, Chief Customer Officer, Watercare

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

Modernising non-emergency contact services at NZ Police
Rachael Bambery, National Manager Service, NZ Police

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

2020 Contact Centre New Zealand Agenda

08:20

Registration and welcome coffee at QBE Gallery, Level 4

08:50

Welcome and blessing from local lwi

09:00

Introduction from the morning Chairperson Greg McAllister, Head of HR Consulting, OCG Consulting

FLEXIBLE WORK

09:10

Maximising agent productivity with flexible work arrangement Sarina Prately, General Manager Contact Centre, ANZ

09:45

Panel Discussion: Navigating the challenges posed by the COVID-19 lockdownStephanie Riordan-Edmonds, Head of Customer Service, Southern Cross Health SocietyWendell Wylde, Head of Contact Centres, Auckland Council Sarah Pope, Manager Customer Care, NIB

10:30

Morning Break

TRANSFORMING CONTACT CENTRE CULTURE

00:00

Chairperson for ‘Transforming Contact Centre Culture’ chapter Mike W, General Manager, Hitech Solutions

11:00

The ACC's Contact Centre Transformation Journey - Shifting from a culture of volume to value Craig Ashton, Head of Contact Centres, ACC

11:35

Meridian’s move to modern agile practices- Implementing value through business led change, technology & peopleRachel Herangi, Head of Customer Care & Delivery, Meridian EnergyHayley Saunders, ICT Business Stream Lead, Customer & Commercial, Meridian Energy

12:10

How to deal with digital hyperflexion Leon Sheehan, CEO, Digital island

12:20

Networking Lunch brought to you by

01:20

Interactive RoundtablesDelegates will have a choice to attend two rotating 30-minute roundtables. This is a terrific opportunity to discuss and gain new insights. Informal and interactive.

02:30

Afternoon Break

IMPROVING AGENT ENGAGEMENT AND WELLBEING

03:00

03:50

Impacts of positive Culture on staff mental health and wellbeingMartin Fox, Customer Service Centre Manager, St John NZ

04:25

Chairperson Closing Address

04:35

Networking drinks - Brought to you by Atlas Gentec & Partners

08:30

Registration and Welcome Coffee at QBE Gallery, Level 4

09:00

Chairperson’s opening addressGreg McAllister, Head of HR Consulting, OCG Consulting

EFFECTIVE USE OF TECHNOLOGY

09:10

How the NZQA utilises technology and automation to aid rather than replace the agent Prashant Bakshi, Chief Customer Officer, NZ Qualifications AuthorityJay Schwartfeger, Contact Centre Manager, NZ Qualifications Authority

09:45

Using Data and Advanced Analytics to strengthen Inland Revenue’s customer relationships and CXGeoff Wintle, Segment Management Lead – Individuals, Inland Revenue

10:20

Exploring the Digital Evolution in the Contact Centre environmentBridgette Dalzell, General Manager, Customer Connection Hubs, Bank of New Zealand Rebecca Paterson, Head of Transformation, Customer Connection Hubs, Bank of New Zealand

10:55

Morning Break

11:25

Interactive Roundtables Delegates will have a choice to attend two rotating 30-minute roundtables. This is a terrific opportunity to discuss and gain new insights. Informal and interactive.

12:35

Lunch break

CUSTOMER CENTRIC CONTACT

01:35

How Spark created a ‘Unified Frontline’ to embrace a Digital Future. Chris Fletcher, General Manager Consumer Channels, Spark NZ Hayley Smith, HR Lead Partner, Spark NZ Mike Hutton, Domain Chapter Lead – Virtual, Spark NZ

THE FUTURE OF CUSTOMER CONTACT

02:15

03:05

Afternoon Break

03:30

Prize draw - Winner announced

03:35

Achieving customer contact excellence through a culture of Extreme OwnershipAmanda Singleton, Chief Customer Officer, Watercare

04:10

Modernising non-emergency contact services at NZ PoliceRachael Bambery, National Manager Service, NZ Police

04:40

Chairperson’s closing address

04:50

End of summit

Introduction from the morning Chairperson
Greg McAllister, Head of HR Consulting, OCG Consulting

Maximising agent productivity with flexible work arrangement
Sarina Prately, General Manager Contact Centre, ANZ

Panel Discussion: Navigating the challenges posed by the COVID-19 lockdown
Stephanie Riordan-Edmonds, Head of Customer Service, Southern Cross Health Society
Wendell Wylde, Head of Contact Centres, Auckland Council
Sarah Pope, Manager Customer Care, NIB

Chairperson for ‘Transforming Contact Centre Culture’ chapter
Mike W, General Manager, Hitech Solutions

The ACC's Contact Centre Transformation Journey - Shifting from a culture of volume to value
Craig Ashton, Head of Contact Centres, ACC

Meridian’s move to modern agile practices- Implementing value through business led change, technology & people
Rachel Herangi, Head of Customer Care & Delivery, Meridian Energy
Hayley Saunders, ICT Business Stream Lead, Customer & Commercial, Meridian Energy

How to deal with digital hyperflexion
Leon Sheehan, CEO, Digital island

Interactive Roundtables
Delegates will have a choice to attend two rotating 30-minute roundtables. This is a terrific opportunity to discuss and gain new insights. Informal and interactive.

Impacts of positive Culture on staff mental health and wellbeing
Martin Fox, Customer Service Centre Manager, St John NZ

Chairperson’s opening address
Greg McAllister, Head of HR Consulting, OCG Consulting

How the NZQA utilises technology and automation to aid rather than replace the agent
Prashant Bakshi, Chief Customer Officer, NZ Qualifications Authority
Jay Schwartfeger, Contact Centre Manager, NZ Qualifications Authority

Using Data and Advanced Analytics to strengthen Inland Revenue’s customer relationships and CX
Geoff Wintle, Segment Management Lead – Individuals, Inland Revenue

Exploring the Digital Evolution in the Contact Centre environment
Bridgette Dalzell, General Manager, Customer Connection Hubs, Bank of New Zealand
Rebecca Paterson, Head of Transformation, Customer Connection Hubs, Bank of New Zealand

Interactive Roundtables
Delegates will have a choice to attend two rotating 30-minute roundtables. This is a terrific opportunity to discuss and gain new insights. Informal and interactive.

How Spark created a ‘Unified Frontline’ to embrace a Digital Future.
Chris Fletcher, General Manager Consumer Channels, Spark NZ
Hayley Smith, HR Lead Partner, Spark NZ
Mike Hutton, Domain Chapter Lead – Virtual, Spark NZ

Achieving customer contact excellence through a culture of Extreme Ownership
Amanda Singleton, Chief Customer Officer, Watercare

Modernising non-emergency contact services at NZ Police
Rachael Bambery, National Manager Service, NZ Police