Agenda
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27th and 28th April 2017 | Rydges Auckland, New Zealand
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Stacey Ayre, Contact Centre Manager at Auckland and Waitemata District Health Board

Stacey Ayre


Contact Centre Manager
Auckland and Waitemata District Health Board

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

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Conference Day Two: Friday, 28 April 2017

Friday, April 28th, 2017

3:40 PM Lessons Learnt From Implementing an App To Improve the Customer Experience and Reduce Call Back Times

  • Explaining the new application implemented at ADHB to reduce call times and call back functions and how the technological changes affected staff 
  • Addressing the ineffectiveness of postal communications and the impact that the introduction of alternative channels will make 
  • Reduction in the number of handoffs to other departments by bringing booking and scheduling (and additional skills) into the contact centre 
  • Pro-active booking and scheduling of appointments and how they impact on rescheduling rates and the number of appointments not attended