27th and 28th April 2017 | Rydges Auckland, New Zealand
Bruce Horsefield, Manager Customer Contact at Greater Wellington Regional Council
Greater Wellington Regional Council Logo

Bruce Horsefield


Manager Customer Contact
Greater Wellington Regional Council

Conference Day One: Thursday, 27 April 2017

Monday, March 4th, 2019


4:15 PM Managing Webchat and Social Media Effectively to Optimise your Service Offering

  • 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

Conference Day Two: Friday, 28 April 2017

Friday, April 28th, 2017


1:50 PM How to Use Social Media as a Customer Communication and Engagement Tool

  • Recruiting processes to ensure sufficient skills to interact on social media 
  • Understanding how can you achieve customer engagement through managed customer communications 
  • Harnessing the complications, opportunities and best practices for engaging with social media 
  • Securing stakeholder buy in and support for social media 
  • An overview of the social media and webchat initiatives to be implemented at Greater Wellington Regional Council.

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

Download The Latest Agenda