14-15 June
The Peninsula Manila, Makati City, Metro Manila, Philippines
The Peninsula Manila, Makati City, Metro Manila, Philippines
Daniel Edwards
General Manager, Channel Operations – Global Contact Centres
Telstra
Check out the incredible speaker line-up to see who will be joining Daniel.
Download The Latest AgendaCONFERENCE DAY TWO
Thursday, June 15th, 2017
12:00 PM CASE STUDY: Devising a Succesful Customer Resolution Strategy to Scale Up Operational & Service Excellence
- Application of Telstra’s ‘zero based thinking’ in customer resolution as a game changer for contact center operations
- Reviewing key challenges and milestones to date
- The surprising results: Driving the digital agenda, achieving significant efficiency and reduction in agent variation
3:00 PM PANEL: Fostering Digital Habits in Customers to Increase Digital and Self-Service Uptake
- What are the benefits and challenges towards increasing digital and self-service uptake?
- Formulating the right strategy to influence customers for faster transition and adoption
- Enhancing digital and self-service platforms to meet changing customer needs?