15 - 16 October, 2019 | Yarra Valley Lodge, Chirnside Park, Victoria, Australia

Campbell Wright

General Manager Contact Centres

12:10 PM PANEL DISCUSSION: Agent of The Future: Skill-Sets For Success In A Complex Customer Service Environment

In an automated, digital-first contact-centre, service agents must develop the right skillsets to effectively serve complex customer needs and build brand value. This session will see leaders share the recruitment policies, performance metrics and skillsets they adopt to enable a productive and competent service team of the future. They share insights into:

  • The core competencies of a successful customer service agent of the future
  • Attracting the right talent that aligns with and champions the business’s CX agenda
  • Empowering your staff with the right tools and capabilities to deliver personalized and efficient service
  • Managing staff mental health and well-being through training and benefit programs driving a motivated service culture

Check out the incredible speaker line-up to see who will be joining Campbell.

Download The Latest Agenda