The hybrid edition of CCW Disrupt officially begins today with attendees able to attend either in-person or virtually. Whether you’re attending CCW Disrupt in-person or virtually, the next two days will see attendees log into our event app and connect with each other. Prepare for a full day of learning, benchmarking and shaping the stronger customer strategy to date!
Sarah Clark, Managing Director of Intrepid Travel will help you understand why the most important part in dealing with any crisis is proactivity.
By working with their agents throughout the COVID-19 pandemic, Intrepid Travel shifted the way their sales team operated to become a support and crisis management centre. Forced to handle sweeping volumes of travel refunds, rescheduled flights and enquiries on the whereabouts of loved ones, Sarah’s team were challenged like none other.
Learn her company’s journey and how they took true ownership of the contact centre to create an operating model that is flexible enough to withstand all levels of disruption.
Attend one of the following brainweave topics for a onehour deep dive discussion on the future contact centre. Each attendee will get the option to choose one of the below sessions to attend to have a closed-door discussion with your peers.
Get your heads together with other senior leaders who are facing the same debate!
Preparing for the Future Workforce
Examining the different models and evolving trends environment for your workforce and people – whether it’s in the office or the living room
How do you pave the way for your future workforce in the wake of shifting disruption?
In January 2020 this was the question Jennifer Shailer had to determine as they faced the Australian bushfires.
With ongoing disruption and popular opinion unsettled in the wake of mass panic, the contact centres at Australian Red Cross were required to work hard to support their people, at the same time as shifting to a remote workforce.
Hear Jennifer’s powerful story on the importance of maintaining customer loyalty – and why this always starts with supporting your people.
In a remote working environment, being able to train and upskill your people needs to be done through a structured yet agile approach.
This session will look at the different scripts and methods contact centre leaders can employ to train and upskill their remote workforce. It
is here we will delve into the different personality and learning traits of agents. Each personality type will need a different approach to become the future omni agent who can do it all.
Q: What Challenges Have You Faced in Your Agent’s Mental Health and Wellbeing?
Rachel Hamlen, Head of Customer Experience at FairVine Super, will delve into how we can continue to drive valued, relationship-based interactions with our customers by developing a unified brand voice and maintaining quality after-care service. Find new ways to build brand trust and customer loyalty through your people, processes and technology.
The results? Valued brand loyalty, a decrease in call volumes and positive customer experiences even when your customers are at their most unpredictable.
Resilient & Disruption-Proof Frameworks
Uncover how to make your contact centre operationally resilient yet flexible enough to withstand times of disruption for future change
This panel will look at the journey different organisations have undertaken to adapt and improve their business continuity plan in the wake of shifting disruption.
With the need to consider all forms of disruption moving forward, it will no longer be enough to simply learn from past mistakes. Leaders today need to consider all avenues to ensure future disruption never affects their organisation again.
Learn why business continuity planning will be a critical component for the contact centre, and the learnings these leaders have uncovered over the last 12 months
Tristan Fardy, Head of CX at Volkswagen Group, will deliver a case study presentation delving into the work his team are doing to set up an offshore, internal contact centre hub. With a strong remote working culture already implemented since 2018, he and the team have begun the task of setting an internal contact centre workforce over in New Zealand.
Learn how they did it. The result? A reduction in cost by up to 30%
Q: If You Could Shift One Thing In Your Business’ Operating Structure, What Would it Be?
Did you know that for the majority of contact centre leaders, they only understand up to 70% of the technology they purchase?
Incredible innovations have become prominent in the field today – however for a majority of organisations, the technologies the contact centre employs must be based upon their customer’s expectations and requirements.
This panel will discuss how they choose to invest in technology today, and the incredible discoveries they’ve found in working with current technology providers to understand the full capabilities of their systems.
Now is the time to put your learnings to good use! Each table within the conference hall will be allocated a card, and in that card will be a ‘what would you do’ scenario if your CX and/or contact centre operations were disrupted.
All participants will get one scenario and have 60 minutes to develop a strategy to address this. They will then revert back to the group with their plan of attack!
You will have one facilitator per table (virtual and in-person) guiding you to develop the right strategy!