27th and 28th April 2017 | Rydges Auckland, New Zealand
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.

Download The Latest Agenda

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