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.

• Driving mental health initiatives to support your people in and out of the office
• Using agent and internal company feedback to shape your flexible working model
• Understanding the nuances of remote learning and employee development for the remote workforce
• Driving attrition through strong leadership and open communication

Jennifer Shailer

Head of Customer Experience
Red Cross Australia

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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.

• Having an agile leadership structure to upskill and train team members based on their individual learning style
• Creating a retention strategy to ensure agents remain in the workforce past the 30-day mark
• Implementing gamification, microlearning and real-time feedback to maintain learning engagement

Panelists:

Craig Mendel

Head of Customer Success and Support
Tyro

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Jason Smith

Director of CX Design and Change Delivery
Foxtel

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Michael Dyson

Head of Capability and Experience Design
NBN Co

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Q: What Challenges Have You Faced in Your Agent’s Mental Health and Wellbeing?

• Making a real connection with your customers
• Maximising your move to cloud with the right equipment and tools for a hybrid environment
• Empowering your CSRs and preventing employee attrition

Sponsored by: Poly

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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.

• Remaining relevant amongst your customer base: keeping your teams aware of your brand offerings and illustrating a unified voice
• Using the data entering all levels of your organisation to drive internal proactivity and customer strategies
• Having the right technologies and solutions in place to drive customer interactions and increased ROI

Rachel Hamlen

Head of Customer Experience
FairVine Super

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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

• Integrating a strong operating structure within the contact centre to drive efficiency
• Scaling your contact centre operations so it compliments all areas of the organisation – shifting away from the siloed approach Setting behavioural measures within the contact centre to drive productivity
• Determining the essentials versus desirables for your contact centre and BCP framework

Panelists:

Tommy Tziris

Global Head of Contact Centres
Optus

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Sandy McIntosh

General Manager of Member Service Delivery
RACV

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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%

• Guaranteeing customer experience remains priority with a remote workforce
• Scaling customer operations to increase satisfaction ratings
• Delving into risk management in outsourcing/offshoring in the wake of shifting company priorities

Tristan Fardy

Customer Experience Manager
Volkswagen

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Q: If You Could Shift One Thing In Your Business’ Operating Structure, What Would it Be?

- Harnessing the power to AI to disrupt a Multi-billion Dollar Contact Centre Industry

- Delivering a personalized customer experience – the key to delivering CSAT at contact centres

- Augmenting agent capabilities with in-call alerts and guidance

- Automating call summaries to reduce time spent on agent after call work 

- Compelling use cases on driving business value 

Sponsored by: Uniphore

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Jafar H Syed

Chief Growth Officer
Uniphore

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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.

• Doing more with less: Discussing the ways IVR and speech analytics, when done right, can drive better CX and divert calls
• Driving closer relationships with IT to enable digital operations
• Delving into new technologies and ways of working: what to ask from your solution provider so you your system’s full capabilities

Panelists:

Emily Bayford

Contact Centre Channel Manager
Australian Super

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Bron Dodd

Senior Delivery Lead – Strategy and Customer Experience
CoatesHire

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