Presentations

Creating Four Pillars of Strategy to Influence Cultural Excellence and Multi Skilled Agents

The REA Group have implemented four pillars of strategy into the core of the business to create an agile customer experience centre. With continuous improvement and maintaining rituals within their teams, it has resulted in a 92% engagement rate. In this presentation from Contact Centre Week 2017, Olivia McMillan, Senior Manager - Customer Experience, REA Group outlines the steps the company have made to create a culture ready for continuous change and up-skilling, inlcuding:

Implementing cultural rhythms and rituals to keep the team engaged and supporting change
Identifying strategies to engage staff and keep them evolving with the business such as scrum sessions, daily stand ups and a management team
Putting the customer experience in the heart of the organisation and feeding insights into the organisation
An overview of the training process for multi-skilled staff at the REA Group
Highlighting the four pillars of strategy - Insights and proactive service, account management, continuous improvement, and people

Organisational change to meet client expectations

In this presentation from Contact Centre Week 2017, Ben Foster from the Australian Taxation Office (ATO) explores how the ATO is transforming and digisiting their contact centre to meet changing customer expectations.

Delivering Digital Change and Supporting Staff on The Transformation Journey

In this presentation from Contact Centre Week 2017, Russell Murphy,Transformation and Deployment Manager, Service NSW explores:

Understanding how culture and collaboration sets the scene for greater customer service
Identifying the recruitment and induction process at Service NSW to create employee engagement
Strategies for employee empowerment and engagement
Ensuring and promoting positive connections with customers and throughout the organisation
How Service NSW will take their staff on an Omni-Channel transformational journey

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