Bruce Horsefield
Manager Customer Contact
Greater Wellington Regional Council
Check out the incredible speaker line-up to see who will be joining Bruce.
Download The Latest AgendaConference 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.