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!
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.
As Australia’s largest locally owned media company, and having navigated the rise of digital media and online streaming, Nine is no stranger to disruption. And with 2020 showing us that change is the only constant, organisations must continue to innovate and provide consistent and excellent customer service, in order to remain relevant.
For Nine, customer experience is deep-rooted in their contact centre which has over 50 agents servicing more than 10,000+ enquiries across phone, email, chat and web support tickets every week. So what steps have Nine taken to future proof their contact centre and deliver excellent service to their viewers and subscribers?
Hear from Rich Rose, Director of Customer Service as he explores Nine’s top strategies for navigating the future of customer experience including:
- Your Agents Make the Magic Happen – How everything starts with your people
- Embracing the Future of Work – Creating the conditions for an empowered and productive workforce in a virtual and hybrid world
- Empowering Your Team with the Right Tools – Building a solid foundation for agents to shine
- The Ingredients to Agent Engagement – Including how Nine decreased attrition from 100% to 37%
- Future-proofing your Contact Centre with a seamless, unified cloud platform CXone
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, Digital Channels Lead, will present how the 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 customer-driven ambition, learn how they’re working to create a culture where the Unified Front Line Flows and Swarms to meet the customer’s need.