The hybrid edition of CCW Disrupt continues today with attendees able to attend either in-person or virtually. Remember to log onto our event app and connect with each other for another day of benchmarking and shaping your strongest customer strategy to date!
The past years events have changed everything, we have had 5 years of advancements in 6 months, working from home is now the norm and digital is on the rise. After being forced to move everyone home, contact centres are starting to discover new and innovative ways to support their agents and serve their customers better. In time, the role of the agent will change, as AI driven bots take on more rote interactions, leaving agents with the harder questions, and the ability to work from anywhere enables companies to hire from anywhere creating a new expert agent.
Contact centres must be connected to the rest of the company in new and more powerful ways to ensure success, they need access to experts to solve customer problems in real time, they need communications tools to be able to function as a team, and they need to be able to connect and support each other. This new world will require a tight integration between your UC and CC tools to keep your contact centre together and to help bring your whole company together to focus on your customers.
On a path to develop the omni agent who can do it all, this panel of expert speakers will address the way digital transformation, AI and humans can complement each other for the future, disruption-proof contact centre.
Part of this transformation incorporates the need for organisations to lift and shift their current technologies so it aligns with customer expectations, as well truly understanding the full capabilities of the services they have.
Learn how we need to stop separating people with automation, and how the future contact centre will be one that has it all!
Creating and supporting the superhero agent that can
pivot their roles in times of change
How are you improving your company’s call scripts and CX initiatives?
What Out-of-the-Box Operating Strategies Do You Think Will Help Drive Productivity?
Stephen Dargan, Head of Bankwest’s Contact Centres, will present on a new way contact centres can improve their daily operations.
Through the application of Shingo principles and an operational excellence program within the contact centre itself, Bankwest has spent the past year witnessing improved productivity, customer metrics and overall operational performance.
Learn why contact centres now need to implement a different way of thinking operationally for true resilience.
Driving CX within your organisation and contact centre can only be possible when all sides of the organisation work in collaboration to make this happen.
This session will look at how contact centres must continue to work with neighbouring departments to integrate the right technology and services, driving stronger customer experience across the
We’ve delved into the importance of attrition, culture and training but how does all this lead to ensuring we have a future workforce that has multiple omni agents?
The solution to this is to incorporate a dynamic, integrated knowledge base that advises your agents on ways they can address customer concerns quickly and seamlessly.
Learn the importance of having the technology in place that will support your people, and why with it, your agents (both new and old) will be thanking you for years to come!
How Are You Working to Narrow the Recruitment Funnel and Have the Right Agents in the Right Role?
Customer feedback and expectations change regularly, and with these changes so too should the contact centre.
This session will bust the myth on omni channel, delving into why integrating all channels into the contact centre may not be for every customer. Learn the importance of fine tuning and perfecting the channels your customers really use, and disregarding those that only cause unnecessary complaints.
In order to position the workforce to become a true experience centre, putting in place a clear CX strategy is key.
Karen Wynn, General Manager of Member and Experience at RACQ will present on the work her team have done to embed member experience management into their frontline interactions. Taking over 3 million calls a year, learn how their CSAT and NPS metrics have remained stable through trust, loyalty and a team trained to handle hardship calls.
In 2021, we’ve hustled our previous CCW Contact Centre Leader of Year Winners to discuss the journey they have been on since being awarded the title.
CCW Inspire has been designed to shine a light on the leaders in the customer contact community and promote new ways to build relationships, support our people and inspire each other as we pave the way for future contact centre leaders.
Here they will discuss: