Creating a Culture that Inspires World-Class Performance and Service Excellence

In this presentation from Contact Centre Week Australia 2016, Diego Todeschini, Vice President - Global Head of Customer Experience at Visa USA, explores:
  • Inspiring your organisation to pursue customer satisfaction measures to produce excellent service
  • Motivating staff to realise that employee engagement = customer engagement
  • Promoting happiness in the workplace and providing incentives for productivity
  • Becoming a positive change agent in both operational and corporate culture

Using Omni Channel to Manage Demand and Meet Customer Needs

While 78% of companies now have a dedicated social media team, only 26% integrate social media fully into their business strategies. As 93% of shoppers’ buying decisions are infl uenced by social media and 90% trust peer recommendations, only 14% trust advertisements.

In this presentation from Contact Centre Week Australia 2016, Sean O’Malley, Director of Contact Centre and Operations, AMP Financial Services, explores how you can formulate the best strategies in utilising social media to better understand the needs of your customer, including:
  • Understanding that customers seek information on the internet but still have to call in for more information
  • Embracing social media, changing the channels customers use to contact us, implementing click to chat
  • Identifying why customers call or drop in to help decrease call volumes and increase internet traffic

Presentation: Digital Transformation in the contact centre

In this presentation from Contact Centre Week 2016, Wayne McGlone, Group Manager Customer Service, South East Water, explores the strategies South East Water is using to transform their contact centre to become digitally-led.

Presentation: Delivering Customer Service Consistency with the use of the BPO

In this presentation from Contact Centre Week Australia 2016, Rebecca Ullman, Senior Manager- Customer Operations, Canon Australia, explores:
  • Managing enterprise customer touch points across the complete lifecycle and global delivery
  • Creating a consistent experience across all channels of customer support
  • Understanding the client’s expectations and addressing them in a sustainable and comprehensive manner
  • Partnering with your BPO provider to create a consistent culture so customers receive a seamless experience