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.
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!
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.
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.
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!
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.
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.