Conference Day One: Thursday, 27 April 2017
8:30 am - 9:00 am REGISTRATION AND WELCOME COFFEE
9:00 am - 9:10 am Opening Remarks from IQPC and the Conference Chair
9:10 am - 9:50 am Opening International Keynote Presentation: Lessons from Deploying Natural Speech IVR in Lloyds Banking Group
Andrea Ayres - Senior Manager, Automated Services, Lloyds Bank (UK)- Identifying the business drivers for deploying natural speech
- Addressing the key user-interface design features that made these benefits possible
- Understanding the surprises and challenges that were found during deployment and tuning
- How the new system impacted the existing call centre operation and the opportunities that arose
9:50 am - 10:30 am Creating a Customer Centric Culture Throughout all Touch Points
Roger Wallace - General Manager Customer Contact, IAG- Using the voice of the customer to identify issues and measure performance
- Moving towards customer advocacy and away from traditional metrics
- Implementing journey mapping to map both the customer and the people experience
- Measuring how the customer views the personal interaction with staff and the overall brand experience
10:30 am - 11:00 am Solution Provider Thought Leadership Session
11:00 am - 11:30 am SPEED NETWORKING SESSION
A structured interactive session designed to help
you expand your network through one-on-one
focused conversations. Bring your business cards!
11:30 am - 12:00 pm MORNING TEA AND NETWORKING BREAK
12:00 pm - 12:40 pm Enabling a Highly Engaged Workforce that Transforms Staff Culture – The Key Ingredients for Sustainable Staff Engagement
Tanya Eglinton - Head of Contact Centre Operations, NIB (Australia)
Join this presentation to develop new and inventive
strategies to engage your staff and create a
customer centric culture. This session will also give
you an insight into how NIB off-shored their contact
centre in the Philippines which will provide you with
lessons learnt and key takeaways along the way.
- Strategic leadership tactics to engage your staff
- How to lift your centre energy and engage your people
- Understanding how to leverage engagement’s next big thing: Emotional connections to your organisation
- Doing business in the Philippines – tips, tools and lessons learnt
- Addressing strategies to work with different cultures, remuneration structures, recruitment processes and the testing process
12:40 pm - 1:20 pm PANEL DISCUSSION: What will the Contact Centres of the Future Look Like?
Jayne Lapin - Head of Customer Services, Earthquake Commission (EQC)Esther Vaiaia - Head of Route to Market – Strategies and Insights, Coca-Cola Amatil (NZ) Limited
David Pye - National Manager, Contact Centre Solutions, Vodafone NZ
- What channels will customers be using in the next years?
- How will this one-platform approach to customer interaction affect contact centres in the future?
- What skills sets will staff need in order to remain efficient and multi-skilled?
- How will contact centres use analytics and data on their customers with new technologies?
- Will Siri replace contact centre staff and how will self-service affect the traditional contact centre?
Esther Vaiaia
Head of Route to Market – Strategies and InsightsCoca-Cola Amatil (NZ) Limited
1:20 pm - 2:20 pm NETWORKING LUNCH
2:20 pm - 3:00 pm CASE STUDY: Applying Behavioural Insights to increase Rate Payments and Animal Registrations in Australian Local Government.
Jennifer Bednar - Manager Corporate Affairs, Yarra Ranges CouncilSasha Lord - Strategic Projects Coordinator, Yarra Ranges Council
Yarra Ranges Council have run two complete
Behavioural Insights interventions, with the goal
or increasing early Rate Payments and Animal
Registrations. A net increase of over $5 million in
Rates payments was achieved through this trial,
and animal registrations increased overall by
over 11%.
This joint presentation will examine:
- Why Behavioural Insights? What is it, and how was it applied?
- What was the desired customer behaviour change, and the strategies used to successfully encourage change
- Highlight how incentives and value proposition influenced our customer behaviour
- Discuss the series of indicative risk assessments to ensure successful delivery
- Identify the methods used to engage the organsiation in the interventions
- Discuss how this methodology was key in taking our Customer Service team to the next level.
3:00 pm - 3:40 pm Implementing a Channel Migration Strategy and Using Customer Insights to Build a Better Experience
Fiona Murphy - Head of Digital and Self Service Channels, Kiwibank- Working horizontally in the same business unit to ensure effective communication
- Gaining customer insights through feedback channels and staff and feeding this through the business to both improve the experience and reduce call volumes
- Routing agents and reducing customer pain points through a virtual agent
- Using customer insights to improve the experience and gain organisation buy-in
3:40 pm - 4:10 pm AFTERNOON TEA AND NETWORKING BREAK
4:10 pm - 4:15 pm CHAMPAGNE ROUNDTABLE DISCUSSIONS
Grab a glass of wine, beer or soft drink and join
you industry peers to discuss and work through
pressing challenges around the topic of your
choice.
Table 1
4:15 pm - 5:10 pm Managing Webchat and Social Media Effectively to Optimise your Service Offering Bruce Horsefield - Manager Customer Contact, Greater Wellington Regional Council- Outlining the skills required to maintain effective webchat and social media services
- Understanding the most appropriate targets and measures to adopt
- Understand the framework required to quality monitor your advisors webchats
- Hints and tips on how to maximise performance through webchat interactions
- Understanding how to measure FCR for Livechat
- What are the risk involved in social media and how do we manage them
Table 2
4:15 pm - 5:10 pm Creating Staff Engagement, Managing Agent Retention, and Working with Millennials Riteshni Gounder - National Contact Centre Manager, Countdown Supermarkets- How to create an environment where staff want to stay and millennials become engaged
- Identifying strategies to train staff and ensure they are consistently being up skilled
- Discovering strategies for improving commitment, engagement and a genuine sense of inclusion among all employees
- How do you continue to lead and motive people in a changing environment
- Understanding different strategies for measuring staff engagement and KPIs
Table 3
4:15 pm - 5:10 pm Leadership Skills for Managing Workforce Performance and Productivity- How do you manage people working from home?
- The power of personal data and how we can leverage to improve ourselves as a leader
- Discussing change management strategies and what will work best to change the mind-set of staff
- How do you increase staff engagement, retention and changing your workforce to achieve exceptional customer service
- Identifying measures of KPI’s - how do you measure quality and success?
- Discussing best strategies for recruiting staff
Table 4
4:15 pm - 5:10 pm Doing More with Less in a Digital Environment Jayne Lapin - Head of Customer Services, Earthquake Commission (EQC)- Discussing innovative ways to overcome budget restraints
- Exploring ways to work around old IT platforms, restrictions, and staff habits
- Identifying strategies to keep staff motivated and engaged with effective training
- Addressing social media techniques, and how this can enhance customer interaction on a low budget