23 FEBRUARY 2021: VIRTUAL DAY 1

Because we can’t all be together in person just yet, we’ve put together a Digital-Only Day!

Listen, engage and benchmark with contact centre leaders from across the world as we drive a new wave of customer transformation.

8:45 am - 8:50 am Opening Address from CCW Disrupt Director, Mary Anne Ghobrial

8:50 am - 9:00 am Conference Chair to Open CCW Disrupt 2021

Let’s rewind back to January 2020. If you had the gift of hindsight, what would you have done differently? Our virtual panel of contact centre heroes will open CCW Disrupt by discussing their 2020 journey, their challenges and the impact this caused for their organisation. Learn what they would have done differently had they been prepared for the same level of disruption COVID-19 caused, and why a strong CX continuity plan will be the bread and butter that holds businesses together!

  • Maintaining loyalty and trust for both your teams and customers to mitigate consumer panic in the wake of increasing change
  • Improving your business continuity plan to address all levels of disruption
  • Going from reactive to proactive in your customer experience strategy to drive customer loyalty no matter the times
  • Reassessing KPI and measurement models: what to look for and consider to maintain ROI


Panelists:

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Olga Quiros

Director Global Customer Operations
Expedia Group (SNG)

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Colin Crowley

Vice President of Customer Experience
Freshly (USA)

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Jerry Campbell

Senior Customer Experience Lead
7-11 (USA)

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Anastasia Zdoroviak

Voice of the Customer Lead
DoorDash (USA)

9:30 am - 10:00 am Advancing Your Internal Back Office to Develop the Omni Agent who Can Do it All

Rich Rose - Director of Customer Service, Fairfax

Creating an omni agent superhero does not happen overnight; nor does it happen without the right back office systems in place. With customer expectations rising to a new high, the need for agents to answer all questions quickly and without delay has never been more critical than it is today.

This session will discuss ways to position our workforce, as well the key operational strategies contact centre leaders will need to support their people in maintaining high customer expectations.

  • Driving the agent away from robotic processes and creating a customer-relationship driven environment
  • Having a seamless cloud migration strategy that streamlines processes and is easily useable for all areas of the organisation
  • Integrating a strong knowledge management system into the back office to ensure agents have the support required to answer customer expectations
  • Reskilling frontline team members in both sales and service to increase support and transparency between them and their leaders
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Rich Rose

Director of Customer Service
Fairfax

10:00 am - 10:10 am Voice of the Audience Segment

10:10 am - 10:40 am INTERVIEW: Mapping the Full Customer to Drive Engagement and Harmonised Relationships

  • Review your contact centre and CX roadmap to evaluate the changing positioning and purpose of customer touch points
  • Simplify your strategy so the customer remains the key focus area, with technology the enabler
  • Break down departmental siloes to achieve mass adoption of your broader CX strategy

This panel will deep-dive into how contact centre and user experience teams can work closely together to shape their digital customer journey, and where specific pain points still exist across customer touchpoints.

Learn the value of sophisticated journey mapping and the importance of having a clearly visible and realistic strategy for your contact centre operations.

  • Having visibility of all customer interactions across multiple touchpoints to fine tune your customer experiences
  • Observing the importance of customer analytics in the cloud – how will this help drive better experiences for frontline staff and customers?
  • Leveraging VOC and VOE to strategise future contact centre operations
  • Working with multiple customer teams to resolve queries through the use of advanced AI

Panelists:

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Sharron Bottica

Chief Customer Officer
AIA

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Marc Bindlchner

Head of Customer Service
Koala

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Sarina Pratley

General Manager of Contact Centres
ANZ Bank (NZ)

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Jason Smith

Director of CX Design and Change Delivery
Foxtel

11:10 am - 11:40 am When the Race is On: How We Pivoted our Organisation and Put Together a Virtual Contact Centre in Under 72 hours!

Joan Brierley - Director Service Delivery Driver and Vehicle Service, Department of Transport WA

30% increase in call volumes. Over 75,000 written applications. A workforce forced to social distance.

This is what the Department of Transport WA were forced to handle amidst the coronavirus pandemic.

Their solution? Implement a virtual contact centre within 3 days. With the stress on and the clock ticking to decrease call volumes, the team worked to roll out a cloud-based virtual contact centre, a new IVR system and limitless laptops to maintain a fully operational contact centre environment.

In this energetic session, learn how Joan Brierly, Director of Service Delivery at Department of Transport, developed a team of agile operational leaders that were able to pivot their people quickly in the wake of so much chaos!

  • Managing the back office in light of increased call volumes and manual applications
  • Developing a clear BCP and employee framework to allow contact centre teams to remote work in times of crisis
  • Creating an agile and productive contact centre through implementing the right tools and skillsets
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Joan Brierley

Director Service Delivery Driver and Vehicle Service
Department of Transport WA

11:40 am - 12:00 pm Screen Break

12:00 pm - 12:30 pm Using AI Powered Technology to Automate QA Functions and Customer Feedback

Kshira Saagar - Group Director Data Science and Analytics, Global Fashion Group

Understand your customers better by finding new ways automation can support your quality assurance team.

With QA functions in possession of customer data and feedback, learn how we can automate work processes to improve contact centre and CX outcomes.

  • Using speech text to automate QA functions, sentiment analysis and customer complaints for improved productivity
  • Reassessing new AI powered CRM systems that will fast track sentiment analysis and lead scoring
  • Driving customer experience across all levels of the organisation to unify departments and break siloes
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Kshira Saagar

Group Director Data Science and Analytics
Global Fashion Group

12:30 pm - 1:00 pm CLIENT INTERVIEW: Driving A New Age of Live Chat and Self Service to Support Agents

  • Using new customer channels to decrease call volumes and support agent engagement
  • Driving stronger customer experiences through the right digital capabilities
  • Upskilling teams throughout times of disruption to boost productivity

1:00 pm - 1:30 pm Cultivating a Competitive and Caring Company Culture to Drive Attrition

Daniel Cooper - Channel Lead – Customer Services, Spark NZ

Daniel Cooper, Customer Solutions Channel Lead, will present how his team at Spark NZ continue to shift their operating behaviours to maintain engaged and productive team members every step of the way.

By creating a competitive yet supportive culture for both their frontline retail staff and contact centre agents, learn how they’ve worked to create a culture that appreciates each employee to drive valued customer experiences.

  • Demonstrating visual leadership to maintain employee trust
  • Going from support to sales: Training contact centre agents to upsell and increase company return
  • Having retail officers and contact centre departments talk to each other through a comprehensive CRM system
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Daniel Cooper

Channel Lead – Customer Services
Spark NZ

1:30 pm - 1:45 pm Screen Break

ROTATION ONE

Rotation One

1:45 pm - 2:30 pm Interpreting Structured Versus Unstructured Data Trends to Build a Strategic CX Framework

Rotation Two

1:45 pm - 2:30 pm Removing the Myth of Omni Channel: What Does it Mean and How do we Scale It?

Rotation Three

1:45 pm - 2:30 pm The COVID-19 Remote Workforce: Supporting Our Teams through the Right Back-Office Tools

Rotation Four

1:45 pm - 2:30 pm Creating a Virtual Contact Centre: Who Does it Apply to and How to Implement this Fast

Rotation Five

1:45 pm - 2:30 pm Maintaining Brand Value with Your Outsourcing Partners: What to Look for in Times of Disruption

Rotation Six

1:45 pm - 2:30 pm The Right People in the Right Place: Finding a Painless Way to Pivot your Workforce Planning Strategy


ROTATION TWO


Roundtable One

2:35 pm - 3:20 pm Interpreting Structured Versus Unstructured Data Trends to Build a Strategic CX Framework

Roundtable Two

2:35 pm - 3:20 pm Removing the Myth of Omni Channel: What Does it Mean and How do we Scale It?

Roundtable Three

2:35 pm - 3:20 pm The COVID-19 Remote Workforce: Supporting Our Teams through the Right Back-Office Tools

Roundtable Four

2:35 pm - 3:20 pm Creating a Virtual Contact Centre: Who Does it Apply to and How to Implement this Fast

Roundtable Five

2:35 pm - 3:20 pm Maintaining Brand Value with Your Outsourcing Partners: What to Look for in Times of Disruption

Roundtable Six

2:35 pm - 3:20 pm The Right People in the Right Place: Finding a Painless Way to Pivot your Workforce Planning Strategy