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

Megan Papadopoulos

Head of Call Connection
Bendigo & Adelaide Bank

9:40 AM PANEL DISCUSSION: Planning For Success: Tailoring An Omni-Channel Service Strategy Driven By The VOC And Data Analytics

Digital tools and channels promise great cost-efficiencies but inadequate planning and change management can subdue the benefits derived. Is our digital experience driving value for the business and customers? Should we offer customers all channels or should we teach them to adopt certain behaviours? Have we got adequate skillsets and resources to deliver on the proposed change? Answering these crucial questions and more, our leaders address how they balance cost efficiency with customer satisfaction through a contact centre strategy:

  • Leveraging VOC to integrate contact centre operations into the end-to-end customer journey
  • Changes with contact centre leadership and management in a digital-first ecosystem
  • Identifying the most relevant channels for your customers through data analytics on customer interactions
  • Ensuring adequate resourcing of staff and skillsets for your service requirements

6:05 PM Improving Service Delivery And Experience Through Automated, Data-Driven Customer Interactions

Last year, Megan Papadopoulos took on the task of transforming Bendigo & Adelaide Bank’s contact centres – previously the largest source of
complaints within the business. The challenges? Long customer wait times, high call abandonment rates, clunky manual business operations
and siloed customer experiences. This case study documents how Megan transformed this environment and improved customer experience
through a program underpinned by the Voice of Customer, Operational Excellence, RPA and AI. Elements addressed in this presentation are:

  • Improving service delivery by integrating call centre operations into the end-to-end customer journey
  • Ensuring success of business process automation by measuring its effect on customer experience
  • Leveraging customer intelligence from service touch-points to trigger AI-driven front-end customer interactions
  • Personalizing staff coaching and training, using insights derived from voice analytics on calls

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

Download The Latest Agenda