2020 Contact Centre New Zealand Agenda

08:30

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

10:35

TRANSFORMING CONTACT CENTRE CULTURE 

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

  • Understanding how TSB has won Consumer People Choice for Banking 5 years in a row
  • The cost of maintaining a Customer Satisfaction VOC score of 70+ 
  • Is automation the death of Customer Care?

12:40

01:40

Roundtable I 
What are the Best Practices to empower your agents to deliver exceptional CX?
Jenny Squire, GM Customer Service Operations, Genesis Energy
 
Roundtable II 
How can you cultivate a customer centric culture to deliver exceptional customer service?
Lisa Macnee, Head of Digital and Customer Engagement Centre, TSB 
 
Roundtable III 
Implemeting Modern Cloud Solutions
 
Roundtable IV
What are the best practices for applying Machine Learning to Contact Centre Operations?

02:50

IMPROVING AGENT ENGAGEMENT AND WELLBEING 

03:10

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

04:00

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

04:35

04:45

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

  • Exploring the tools, systems and processes implemented at Foodstuffs to manage demand busier than ever.
  • Ensuring elderly and immuno compromised customers a consistent CX through the Customer Service Centre.
  • Examining the ongoing changes to service centre operations 

10:55

11:25

Roundtable I 
How can your organisation utilise Journey Mapping and Design Thinking to generate value for customers?
 
Roundtable II 
Automation: When is human interaction required with the customer?
Roundtable III 
Achieving high-level KPI’s with minimal headcount
 
Roundtable IV
Quality over Quantity: attracting and retaining multi-skilled and dedicated agents

12:35

CUSTOMER CENTRIC CONTACT 

01:30

  • Using agile principles within Spark’s frontline channels
  • Creating a digital-first journey across contact centre clusters

THE FUTURE OF CUSTOMER CONTACT

02:05

  • Exploring the trends of modern contact centres and predicting future directions
  • Implementing strategies to deal with predicted demographic and workforce changes

02:35

02:55

  • 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 

03:30

  • Managing social media effectively to maximise CX and engagement
  • Coordinating social media with other contact channels

04:10

04:20

Embedding a positive and customer centric Contact Centre culture

Develop your leadership and operational strategies to improve CX and get the most out of your Contact Centre Agents at the post-conference workshop. 
 
 
Training your leaders to deliver quality leadership is one of the most important components of operating a successful contact centre.  The modern contact centre must be led by a resilient and adaptive leader, who can keep staff motivated and productive and embed a positive, customer centric culture throughout the entire team.  
 
This workshop has been designed to help you leverage new leadership strategies and mindsets to maximize the value your contact centre delivers across your organisations service experience.
 
Why should you attend?
• Learn how to train your leaders in Design Thinking, creating a common language with your team built around empathy and a customer-first approach. 
• Improve your leadership strategies to engage agents and build, develop and nurture high performance teams
• Develop strong contact centre foundations to empower agents to solve problems without senior management
• Learn how to train and embed new mindsets within your contact centre culture
• Ensure your training and investment strategies are put to good use by learning how to effectively upskill and increase your agent engagement
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