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Future Contact Centres

Sydney, 4-5 June, 2019

PDF Agenda CXPA
Conference Day 1
June 4th 2019
08:00

Coffee and Registration

Coffee and Registration

June 4 | 08:00 - 09:00

Register

Speaking:

08:50

Opening Remarks from Conference Chair

Speaking:

Opening Remarks from Conference Chair

June 4 | 08:50 - 09:00

Register

Speaking:

09:00

International Case Study: In the Process We Trust - Ensuring Strategic Alignment Between the Customer Contact Centre and the Rest of the Organisation

  • Ensuring your process is solid glue across all channels of communication with customers and staff
  • Linking the back office with the front office to better manage customer profiles and information
  • Eliminating siloed thinking: How to ensure seamless communication between the contact centre and other key departments

Speaking:

Raj Chaudri

Raj Chaudhuri

Director, Global Servicing Network, American Express

International Case Study: In the Process We Trust - Ensuring Strategic Alignment Between the Customer Contact Centre and the Rest of the Organisation

June 4 | 09:00 - 09:30

  • Ensuring your process is solid glue across all channels of communication with customers and staff
  • Linking the back office with the front office to better manage customer profiles and information
  • Eliminating siloed thinking: How to ensure seamless communication between the contact centre and other key departments
Register

Speaking:

Raj Chaudri

Raj Chaudhuri

American Express

09:30

The New Age of Customer Relationships

Speaking:

Kellie Hackney

Kellie Hackney

Leader Northern Region, Zendesk

The New Age of Customer Relationships

June 4 | 09:30 - 09:55

Register

Speaking:

Kellie Hackney

Kellie Hackney

Zendesk

09:55

Panel: Customer Contact 2020-2025: Where are Australia’s Leading Organisations Headed?

  • Developing your customer contact strategy and understanding what demands will look like in 5 years’ time
  • The balance of people and technology: how to get it right
  • The most lucrative channels and tech developments that will have the most ROI

Speaking:

miles williams

Miles Williams

General Manager, Customer Growth, Bupa

moses thagasamy

Moses Thagasamy

Director Customer Strategy, IAG

Michael Stelzer Verint

Michael Stelzer

Vice President Australia and New Zealand, Verint

Duncan Camp

Duncan Camp

Head of Contact Centre Member Engagement, RACQ Group

Panel: Customer Contact 2020-2025: Where are Australia’s Leading Organisations Headed?

June 4 | 09:55 - 10:25

  • Developing your customer contact strategy and understanding what demands will look like in 5 years’ time
  • The balance of people and technology: how to get it right
  • The most lucrative channels and tech developments that will have the most ROI
Register

Speaking:

moses thagasamy

Moses Thagasamy

IAG

Michael Stelzer Verint

Michael Stelzer

Verint

miles williams

Miles Williams

Bupa

Duncan Camp

Duncan Camp

RACQ Group

10:25

Morning Tea

Morning Tea

June 4 | 10:25 - 10:55

Register

Speaking:

10:55

Happy Staff = Happy Customers! Guiding Principles to Support a Customer-Centric Culture

  • Training and supporting your staff to have a CX mindset - and foster customer satisfaction and retention
  • Embedding the most useful processes and technology to support this relationship building mindset
  • Equipping your staff to best understand and cater for specific customer groups
  • Building a strong culture around career pathways and competency development
  • Measuring and celebrating success - and ensuring high quality CX is maintain over

Speaking:

chris douglas

Chris Douglas

Director of Member Services, Pacific, Accor Plus

Happy Staff = Happy Customers! Guiding Principles to Support a Customer-Centric Culture

June 4 | 10:55 - 11:20

  • Training and supporting your staff to have a CX mindset - and foster customer satisfaction and retention
  • Embedding the most useful processes and technology to support this relationship building mindset
  • Equipping your staff to best understand and cater for specific customer groups
  • Building a strong culture around career pathways and competency development
  • Measuring and celebrating success - and ensuring high quality CX is maintain over

Register

Speaking:

chris douglas

Chris Douglas

Accor Plus

11:20

Curating a high tech, high touch customer experience

  • What’s the relevance of the human interaction in today’s digital and technology enabled world?
  • The A B C of creating the high tech, high touch environment
  • With so many choices and options for technology how do we know we are making the right choice?
  • People, Process, Technology or Digital – where do we focus?

Speaking:

Maurice Zicman

Maurice Zicman

Vice President of Business Development, ANZ, Teleperformance

Curating a high tech, high touch customer experience

June 4 | 11:20 - 11:45

  • What’s the relevance of the human interaction in today’s digital and technology enabled world?
  • The A B C of creating the high tech, high touch environment
  • With so many choices and options for technology how do we know we are making the right choice?
  • People, Process, Technology or Digital – where do we focus?
Register

Speaking:

Maurice Zicman

Maurice Zicman

Teleperformance

11:45

Gaining rare insights about your customers through the use of Speech Analytics

  • How speech analytics helps amplify the voice of the customer
  • Improving the accuracy and impact of your speech analytics solution
  • Using speech analytics to guide and prioritise project and continuous improvement activities
  • Ensuring data isn't an afterthought: Identifying the 'size of the prize' in advance, and how that flows through to more effective business and customer outcomes

Speaking:

rod netterfiled

Rod Netterfield

GM, Change and Customer Experience, Auto and General

Gaining rare insights about your customers through the use of Speech Analytics

June 4 | 11:45 - 12:10

  • How speech analytics helps amplify the voice of the customer
  • Improving the accuracy and impact of your speech analytics solution
  • Using speech analytics to guide and prioritise project and continuous improvement activities
  • Ensuring data isn't an afterthought: Identifying the 'size of the prize' in advance, and how that flows through to more effective business and customer outcomes
Register

Speaking:

rod netterfiled

Rod Netterfield

Auto and General

12:10

Meet Mia: the world’s first digital human home loan assistant, launched by UBank

The session will provide a look at:

  • How Mia was built from UBank’s previous AI experience
  • How Mia came to life in partnership with FaceMe
  • And, how she’s been received by customers

Speaking:

Amanda Shannahan

Amanda Shannahan

Head of Communications, UBank

Meet Mia: the world’s first digital human home loan assistant, launched by UBank

June 4 | 12:10 - 12:35

The session will provide a look at:

  • How Mia was built from UBank’s previous AI experience
  • How Mia came to life in partnership with FaceMe
  • And, how she’s been received by customers
Register

Speaking:

Amanda Shannahan

Amanda Shannahan

UBank

12:35

Networking Lunch

Networking Lunch

June 4 | 12:35 - 13:35

Register

Speaking:

12:35

VIP Lunch Hosted by Zendesk

VIP Lunch Hosted by Zendesk

June 4 | 12:35 - 13:35

Register

Speaking:

1:35

Avoiding the Latest Fad: Steps for Ensuring your Technology Investment Meets the Most Pressing Needs of Your Business

  • Investigating which technology is going to be the most applicable to your customers and give the best ROI 
  • Ensuring the left hand talks to the right: Integrating all channels effectively for a seamless customer experience 
  • Integrating new technologies with minimal disruption to business - the golden rules

Speaking:

Nigel Hawtin-1

Nigel Hawtin

Head of Short Tail Claims Delivery and Performance, QBE Insurance

Avoiding the Latest Fad: Steps for Ensuring your Technology Investment Meets the Most Pressing Needs of Your Business

June 4 | 13:35 - 14:00

  • Investigating which technology is going to be the most applicable to your customers and give the best ROI 
  • Ensuring the left hand talks to the right: Integrating all channels effectively for a seamless customer experience 
  • Integrating new technologies with minimal disruption to business - the golden rules
Register

Speaking:

Nigel Hawtin-1

Nigel Hawtin

QBE Insurance

2:00

Panel discussion: Creating and Maturing a Continuous Improvement (CI) Capability in your Contact Centre

  • Exploring approaches to establish a CI function
  • Tips to build ongoing support and advice on positioning CI in the broader business operating model
  • Success stories and exploring the non tangible benefits of CI
  • Improving the Improvement program - examples of lessons learnt and difficulties that can challenge a CI function

Speaking:

Brad Vines

Brad Vines

Technology Manager - Customer Contact Solutions, News Corp Australia

Sue Ferguson

Sue Ferguson

Director Contact Centres, Service NSW

Screen Shot 2018-11-13 at 14.00.52

Campbell Wright

General Manager Customer Contact Centre, ANZ (Australia)

Panel discussion: Creating and Maturing a Continuous Improvement (CI) Capability in your Contact Centre

June 4 | 14:00 - 14:25

  • Exploring approaches to establish a CI function
  • Tips to build ongoing support and advice on positioning CI in the broader business operating model
  • Success stories and exploring the non tangible benefits of CI
  • Improving the Improvement program - examples of lessons learnt and difficulties that can challenge a CI function
Register

Speaking:

Screen Shot 2018-11-13 at 14.00.52

Campbell Wright

ANZ (Australia)

Sue Ferguson

Sue Ferguson

Service NSW

Brad Vines

Brad Vines

News Corp Australia

2:20

‘If You Can’t Measure It, You Can’t Manage It’: Redefining Customer Excellence and Creating the Framework to Support it

  • Introducing an ‘excellence’ benchmark in customer service – and ensuring it is measured and exceeded over time
  • Gaining buy-in and accountability from all staff in all locations
  • Ensuring staff understand how to fully utilise new technologies
  • Developing the foundation to create a culture supportive of high-level CX

Speaking:

‘If You Can’t Measure It, You Can’t Manage It’: Redefining Customer Excellence and Creating the Framework to Support it

June 4 | 14:20 - 14:45

  • Introducing an ‘excellence’ benchmark in customer service – and ensuring it is measured and exceeded over time
  • Gaining buy-in and accountability from all staff in all locations
  • Ensuring staff understand how to fully utilise new technologies
  • Developing the foundation to create a culture supportive of high-level CX
Register

Speaking:

2:25

Upping the Game in Your Contact Centre by Diversifying Your Offerings

  • Transforming your contact centre from a single channel operation to multi-channel with a commercialised model of user pays
  • Improving your customers’ entire experience through enhanced contact channels
  • Supporting Victoria's emergency management via the contact centre

Speaking:

catherine payne

Catherine Payne

Executive Director Digital and Customer Communications, Department of Environment, Land, Water and Planning

Upping the Game in Your Contact Centre by Diversifying Your Offerings

June 4 | 14:25 - 14:50

  • Transforming your contact centre from a single channel operation to multi-channel with a commercialised model of user pays
  • Improving your customers’ entire experience through enhanced contact channels
  • Supporting Victoria's emergency management via the contact centre
Register

Speaking:

catherine payne

Catherine Payne

Department of Environment, Land, Water and Planning

2:50

Panel: How Do You Quantify the Most Effective Customer Contact Channel and Use It Successfully?

  • How have you gone about understanding and selecting the right channels for your customer base?
  • Which channel has proven to be the most successful?
  • How have you rolled it out and embedded it to ensure its fully utilised?

Speaking:

Sharon Melamed matchboard

Sharon Melamed

Managing Director, Matchboard

Nigel Hawtin-1

Nigel Hawtin

Head of Short Tail Claims Delivery and Performance, QBE Insurance

miles williams

Miles Williams

General Manager, Customer Growth, Bupa

Panel: How Do You Quantify the Most Effective Customer Contact Channel and Use It Successfully?

June 4 | 14:50 - 15:15

  • How have you gone about understanding and selecting the right channels for your customer base?
  • Which channel has proven to be the most successful?
  • How have you rolled it out and embedded it to ensure its fully utilised?
Register

Speaking:

Nigel Hawtin-1

Nigel Hawtin

QBE Insurance

Sharon Melamed matchboard

Sharon Melamed

Matchboard

miles williams

Miles Williams

Bupa

3:15

Afternoon Tea

Afternoon Tea

June 4 | 15:15 - 15:45

Register

Speaking:

3:45

Moving Your Contact Centre Culture from a Transactional to a Relationship Mindset

  • How relationship focus can extend customer value long term
  • Equipping staff with the capabilities, tools and time for relationship building
  • Developing and monitoring KPIs for relationship building
  • Programming your digital channels with the end goal of relationships in mind
  • Transforming your culture across departments to transform the customer
  • experience company wide

Speaking:

kerrie meyer

Kerrie Meyer

NSW Contact Centre Manager, 13 Cabs

Moving Your Contact Centre Culture from a Transactional to a Relationship Mindset

June 4 | 15:45 - 16:10

  • How relationship focus can extend customer value long term
  • Equipping staff with the capabilities, tools and time for relationship building
  • Developing and monitoring KPIs for relationship building
  • Programming your digital channels with the end goal of relationships in mind
  • Transforming your culture across departments to transform the customer
  • experience company wide
Register

Speaking:

kerrie meyer

Kerrie Meyer

13 Cabs

4:10

The Digital Fast Track: How Digital Transformation Can Drive Innovation in CX in the Logistics Industry

  • Hiring agents for your contact center? Stop! Think digital first.
  • Can having bigger problems mean a better experience for your customers?
  • The intricacies of navigating multiple self-service channels to drive communication efficiency
  • Key metrics that define the success of your self-service initiatives
  • Channel cannibalism: How can it work to your advantage?

Speaking:

Olga Budieri

Olga Budieri

Senior Corporate Customer Experience Manager, Aramex

The Digital Fast Track: How Digital Transformation Can Drive Innovation in CX in the Logistics Industry

June 4 | 16:10 - 16:35

  • Hiring agents for your contact center? Stop! Think digital first.
  • Can having bigger problems mean a better experience for your customers?
  • The intricacies of navigating multiple self-service channels to drive communication efficiency
  • Key metrics that define the success of your self-service initiatives
  • Channel cannibalism: How can it work to your advantage?
Register

Speaking:

Olga Budieri

Olga Budieri

Aramex

4:35

Nurturing The Relationship with Your Offshore BPO – Ensuring They Match your CX Culture

  • Understanding how to best develop an effective governance structure with your BPO
  • Ensuring effective communication and addressing any communication/cultural gaps to manage expectations
  • Setting the right KPIs and a commercial framework for an effective partnership
  • Key strategies for managing the relationship throughout the life of the contract

Speaking:

donna hole

Donna Hole

VP Services, hipages

Nurturing The Relationship with Your Offshore BPO – Ensuring They Match your CX Culture

June 4 | 16:35 - 17:00

  • Understanding how to best develop an effective governance structure with your BPO
  • Ensuring effective communication and addressing any communication/cultural gaps to manage expectations
  • Setting the right KPIs and a commercial framework for an effective partnership
  • Key strategies for managing the relationship throughout the life of the contract
Register

Speaking:

donna hole

Donna Hole

hipages

5:00

Closing Remarks from Conference Chair

Speaking:

Closing Remarks from Conference Chair

June 4 | 17:00 - 17:05

Register

Speaking:

5:05

Networking Drinks

Networking Drinks

June 4 | 17:05 - 18:00

Register

Speaking:

Conference Day 2
June 5th 2019
08:30

Coffee & Registration

Coffee & Registration

June 5 | 08:30 - 08:55

Register

Speaking:

08:55

Opening Remarks from Conference Chair

Speaking:

Opening Remarks from Conference Chair

June 5 | 08:55 - 09:00

Register

Speaking:

09:05

Keynote Case Study: Executing a Contact Centre transformation to improve customer and employee experience and increase revenue contribution

  • How we have engaged our employees is to improve the customer experience
  • Connecting data and insight to deliver a digitally centred human assisted interaction
  • Using personalisation to create more revenue

Speaking:

Screen Shot 2018-11-13 at 14.00.52

Campbell Wright

General Manager Customer Contact Centre, ANZ (Australia)

Keynote Case Study: Executing a Contact Centre transformation to improve customer and employee experience and increase revenue contribution

June 5 | 09:05 - 09:30

  • How we have engaged our employees is to improve the customer experience
  • Connecting data and insight to deliver a digitally centred human assisted interaction
  • Using personalisation to create more revenue
Register

Speaking:

Screen Shot 2018-11-13 at 14.00.52

Campbell Wright

ANZ (Australia)

09:30

Creating an Integrated Approach to Customer Contact Across a Number of Brands and Channels 

  • Linking and aligning channels across multiple platforms 
  • Using AI and analytics to constantly monitor customer behaviour and improve service
  • Optimising assisted channels (i.e.chatbots and web chat) and leveraging machine learning 
  • Creating differentiated channel experiences based on customer value
  • Customer Journey Mapping in the Omni Channel environment - how to create a seamless customer experience

Speaking:

moses thagasamy

Moses Thagasamy

Director Customer Strategy, IAG

Creating an Integrated Approach to Customer Contact Across a Number of Brands and Channels 

June 5 | 09:30 - 09:55

  • Linking and aligning channels across multiple platforms 
  • Using AI and analytics to constantly monitor customer behaviour and improve service
  • Optimising assisted channels (i.e.chatbots and web chat) and leveraging machine learning 
  • Creating differentiated channel experiences based on customer value
  • Customer Journey Mapping in the Omni Channel environment - how to create a seamless customer experience

Register

Speaking:

moses thagasamy

Moses Thagasamy

IAG

09:55

Integrating People & Tech: Navigating the opportunities of new technology with the value of your existing team

Speaking:

Trent Lewis-3

Trent Lewis

General Manager, Customer Contact Centres, Spotless Group

Integrating People & Tech: Navigating the opportunities of new technology with the value of your existing team

June 5 | 09:55 - 10:20

Register

Speaking:

Trent Lewis-3

Trent Lewis

Spotless Group

10:20

Morning Tea

Morning Tea

June 5 | 10:20 - 10:50

Register

Speaking:

Rotating Roundtables

10:50

Table Topic: Outsourcing and Offshoring

Speaking:

donna hole

Donna Hole

VP Services, hipages

Table Topic: Outsourcing and Offshoring

June 5 | 10:50 - 11:50

Register

Speaking:

donna hole

Donna Hole

hipages

Rotating Roundtables

10:50

Table Topic: Aligning Culture and Vision

Speaking:

Roy Hazelwood-1

Roy Hazelwood

Manager, Customer Contact Centre, Anglicare

Table Topic: Aligning Culture and Vision

June 5 | 10:50 - 11:50

Register

Speaking:

Roy Hazelwood-1

Roy Hazelwood

Anglicare

Rotating Roundtables

10:50

Table Topic: Continuous Improvement

Speaking:

Raj Chaudri

Raj Chaudhuri

Director, Global Servicing Network, American Express

Table Topic: Continuous Improvement

June 5 | 10:50 - 11:50

Register

Speaking:

Raj Chaudri

Raj Chaudhuri

American Express

Rotating Roundtables

10:50

Table Topic: Self-service

Speaking:

Charles Thomlinson

Charles Thomlinson

Strategic Account Executive, Zendesk

Kellie Hackney

Kellie Hackney

Leader Northern Region, Zendesk

Table Topic: Self-service

June 5 | 10:50 - 11:50

Register

Speaking:

Kellie Hackney

Kellie Hackney

Zendesk

Charles Thomlinson

Charles Thomlinson

Zendesk

Rotating Roundtables

10:50

Table Topic: Speech Analytics

Speaking:

moses thagasamy

Moses Thagasamy

Director Customer Strategy, IAG

Table Topic: Speech Analytics

June 5 | 10:50 - 11:50

Register

Speaking:

moses thagasamy

Moses Thagasamy

IAG

11:50

Case study: Automating your high frequency, low value moments to reduce effort

  • The warts and all reality of deploying speech analytics into the customer contact function
  • How RPA was employed to enhance our customer service strategic vision
  • Strategically managing staff through the transition to higher value activities
  • Rolling out the digital technology for self-service – lessons learned and efficiencies gained so far

Speaking:

Tim Powell

Tim Powell

National Contact Centre and Operations Manager, Teachers Mutual Bank

Case study: Automating your high frequency, low value moments to reduce effort

June 5 | 11:50 - 12:15

  • The warts and all reality of deploying speech analytics into the customer contact function
  • How RPA was employed to enhance our customer service strategic vision
  • Strategically managing staff through the transition to higher value activities
  • Rolling out the digital technology for self-service – lessons learned and efficiencies gained so far
Register

Speaking:

Tim Powell

Tim Powell

Teachers Mutual Bank

12:15

Mapping How to Improve CX and Make Better Strategic Investment Decisions

  • Understanding the most important data and categories to measure to develop a comprehensive map for each touchpoint
  • Using your map to understand the most beneficial channels, identify what to invest in, and what to remove
  • How realigned metrics will lead to reduced attrition
  • Developing an ongoing initiative to implement and embed the improvements

Speaking:

renzo urza

Renzo Urzua

Global Contact Centre Management Trainer, MasterCard

Mapping How to Improve CX and Make Better Strategic Investment Decisions

June 5 | 12:15 - 12:40

  • Understanding the most important data and categories to measure to develop a comprehensive map for each touchpoint
  • Using your map to understand the most beneficial channels, identify what to invest in, and what to remove
  • How realigned metrics will lead to reduced attrition
  • Developing an ongoing initiative to implement and embed the improvements

Register

Speaking:

renzo urza

Renzo Urzua

MasterCard

12:40

Networking Lunch

Networking Lunch

June 5 | 12:40 - 13:40

Register

Speaking:

12:40

VIP Lunch Hosted by Verint

VIP Lunch Hosted by Verint

June 5 | 12:40 - 13:55

Register

Speaking:

1:40

Becoming Agile in Your Approach to Customer Contact - and Ensuring All Staff Are On board

  • Moving from a hierarchical approach to an Agile/DevOps model 
  • Enabling managers to support and lead their teams in line with the company’s strategic vision
  • Change management: Adopting a continuous approach to embedding changes and supporting staff through transitions

Speaking:

michelle shiers

Michelle Shiers

Complex Customer Care Lead, Telstra

Becoming Agile in Your Approach to Customer Contact - and Ensuring All Staff Are On board

June 5 | 13:40 - 14:05

  • Moving from a hierarchical approach to an Agile/DevOps model 
  • Enabling managers to support and lead their teams in line with the company’s strategic vision
  • Change management: Adopting a continuous approach to embedding changes and supporting staff through transitions
Register

Speaking:

michelle shiers

Michelle Shiers

Telstra

2:05

People vs Tech or People Plus Tech: Striking the Right Balance

Self-service options such as chatbots, portals, communities, and knowledge management, change the nature the customer journey. They also change the role of the contact centre agents, who now deal with more complex requests that are not resolved through self-service. This keynote will examine how to keep customer service high amid the introduction of new technologies.

Topics include:

  • Setting the strategy to ensure you have the right balance of people and technology
  • The power of technology: Using staff for higher level strategic tasks following automation
  • Ensuring you have a 360 degree and proactive view of resourcing requirements
  • Understanding the skills and attributes that are essential for the productive super-agent
  • How automated processes enhance the agent experience

Speaking:

daniel firman

Daniel Firman

Workforce Planning Manager, QBE Insurance

People vs Tech or People Plus Tech: Striking the Right Balance

June 5 | 14:05 - 14:30

Self-service options such as chatbots, portals, communities, and knowledge management, change the nature the customer journey. They also change the role of the contact centre agents, who now deal with more complex requests that are not resolved through self-service. This keynote will examine how to keep customer service high amid the introduction of new technologies.

Topics include:

  • Setting the strategy to ensure you have the right balance of people and technology
  • The power of technology: Using staff for higher level strategic tasks following automation
  • Ensuring you have a 360 degree and proactive view of resourcing requirements
  • Understanding the skills and attributes that are essential for the productive super-agent
  • How automated processes enhance the agent experience
Register

Speaking:

daniel firman

Daniel Firman

QBE Insurance

2:30

Afternoon Tea

Afternoon Tea

June 5 | 14:30 - 14:50

Register

Speaking:

2:50

Better Aligning Your Service and Operations to Improve the Delivery of Your CX Initiatives

  • Aligning your strategic plan and customer centricity programs with your customer contact operations 
  • Developing a more accurate view of the customer to improve outcomes and build customer relationships
  • Creating the foundation and mindset to ensure the whole organisation is on board with your customer initiatives

Speaking:

Roy Hazelwood-1

Roy Hazelwood

Manager, Customer Contact Centre, Anglicare

Better Aligning Your Service and Operations to Improve the Delivery of Your CX Initiatives

June 5 | 14:50 - 15:15

  • Aligning your strategic plan and customer centricity programs with your customer contact operations 
  • Developing a more accurate view of the customer to improve outcomes and build customer relationships
  • Creating the foundation and mindset to ensure the whole organisation is on board with your customer initiatives
Register

Speaking:

Roy Hazelwood-1

Roy Hazelwood

Anglicare

3:15

Keynote Panel: Reinventing the Role of the Customer Contact Employee – Why You Are Only as Good as Your Contact Centre Performance

  • Undergoing a huge scale tech transition program to create your platform from scratch
  • Reinventing the role of the customer contact employee to become cross-skilled in admin and case management
  • Increasing employee engagement and CX as your staff understand the customer journey
  • Mapping the employee experience to ensure longevity of your staff

Speaking:

kelly allen

Kelly Allen

Head of Customer Care, Hello Fresh

Duncan Camp

Duncan Camp

Head of Contact Centre Member Engagement, RACQ Group

Christiano Green

Christiano Green

Head of Customer Care, Temple & Webster

Keynote Panel: Reinventing the Role of the Customer Contact Employee – Why You Are Only as Good as Your Contact Centre Performance

June 5 | 15:15 - 15:50

  • Undergoing a huge scale tech transition program to create your platform from scratch
  • Reinventing the role of the customer contact employee to become cross-skilled in admin and case management
  • Increasing employee engagement and CX as your staff understand the customer journey
  • Mapping the employee experience to ensure longevity of your staff
Register

Speaking:

kelly allen

Kelly Allen

Hello Fresh

Duncan Camp

Duncan Camp

RACQ Group

Christiano Green

Christiano Green

Temple & Webster

4:55

Closing Remarks from Conference Chair

Speaking:

Closing Remarks from Conference Chair

June 5 | 16:55 - 17:00

Register

Speaking:

5:00

Conference Closed

Conference Closed

June 5 | 17:00 - 17:00

Register

Speaking: