25 FEBRUARY 2021: HYBRID DAY 3

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!

8:40 am - 8:50 am Opening Address from CCW Disrupt Director, Mary Anne Ghobrial

8:50 am - 9:00 am Conference Chair to Open CCW Disrupt Day 3

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.



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Max Ball

Director - Product Marketing
RingCentral

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Peter Hughes

Regional Vice President Sales
RingCentral

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Joanna Palmer

CX Client Principle
RingCentral

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

  • Using upgraded text to speech analytics to drive decreased call volumes
  • Using a more sophisticated approach to direct customers to the right channels within in-house and outsourced centres for faster call resolution
  • Giving your frontline agents a full, transparent view of how the contact centre truly works in order to marry people with technology

Panelists:

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Richard Spencer

Chief Customer Experience Officer
Business Australia

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Steve Mitchinson

Chief Customer Officer
Department of Transport

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Slade Sherman

Chief Experience Officer
iSelect

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Rich Rose

Director of Customer Service
Nine

10:00 am - 10:10 am VOICE OF THE AUDIENCE

How are you improving your company’s call scripts and CX initiatives?

10:10 am - 10:40 am Personalised Experiences are Built not Bought

Lenore Files - Sr. Product Marketing Manager for Flex, Twilio

What Out-of-the-Box Operating Strategies Do You Think Will Help Drive Productivity?

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Lenore Files

Sr. Product Marketing Manager for Flex
Twilio

10:40 am - 11:10 am Networking Break

11:10 am - 11:40 am Transformation Methods and Mindsets: Six Sigma, Lean Startup and how Bankwest Increased NPS by 50%

Stephen Dargan - Head of Contact Centres, Bankwest

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.

  • Implementing Shingo principles to build a sustainable culture of continuous improvement
  • Deploying an improved contact centre culture to drive performance and engagement
  • Creating a more durable yet flexible operating environment to withstand any and all levels of disruption
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Stephen Dargan

Head of Contact Centres
Bankwest

11:40 am - 12:10 pm Solving the Final Jigsaw: The Best Methods for Department Collaboration to Improve The CX Journey

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

wider organisation.

  • Collaborating with the digital and customer experience departments to ensure the technology integrated within the contact centre is mimicked across the wider organisation
  • Looking at technology and integration needs assessment to get the most out of your technology
  • Customer journey automation – where do we focus AI and ML?
  • Mapping each digital touchpoint within your contact centre and communicating this with the wider business


12:10 pm - 1:10 pm Networking Break

1:10 pm - 1:40 pm Building a Dynamic Knowledge Base for Agents, Customers and Staff Alike to Create (and Keep) the Omni Agent

Chris Douglas - Director Member Services, Accor Plus

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!

  • Working with your providers to create a seamless backend knowledge base that supports and advises all contact centre agents
  • Removing siloes across all branches of the industry to drive greater customer visibility through system technologies
  • Ensuring your customer concerns are always addressed through first call resolution by guaranteeing the right technologies
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Chris Douglas

Director Member Services
Accor Plus

1:40 pm - 1:50 pm VOICE OF THE AUDIENCE

How Are You Working to Narrow the Recruitment Funnel and Have the Right Agents in the Right Role?

1:50 pm - 2:20 pm Building Your Super Channel: Scaling One Channel Well, Not All Channels Average

Belinda Louizou - Head of Contact Centres, 86 400

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.

  • Driving a deeper focus on specific media channels to know where to invest in future operations
  • Reimaging your customer interactions and fine tuning key channels to drive stronger customer experiences
  • Positioning your organisation to become better equipped to implement change as quickly as your customers
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Belinda Louizou

Head of Contact Centres
86 400

2:20 pm - 2:50 pm Networking Break

2:50 pm - 3:20 pm Prioritisation Starts with People: Mapping the Essentials Versus Desirables in Your Contact Centre Transformation Program

Karen Wynn - General Manager Member Strategy and Experience, RACQ

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.

  • Codifying what a “great” phone call and chat conversation looks like for your customers to improve their end-to-end experience
  • Mapping the best operating rhythms to make remote working and customer experience suitable for the business
  • Looking at where contact centre leaders are versus where they want to go to create the right CX strategy
  • Maintaining brand and customer loyalty through leveraging Voice of Member to measure success
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Karen Wynn

General Manager Member Strategy and Experience
RACQ

3:20 pm - 4:20 pm INSPIRE TALKS: Inspiring, Empowering and Paving the Way for Future Contact Centre Leaders in 2021

Tristan Fardy - Customer Experience Manager, Volkswagen
Kylie Green - Corporate CX Coordinator, Logan City Council
Vince Santamaria - Contact Centre Manager, Allianz


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:

  • The key lessons they learnt in their leadership journey
  • The highs and lows of their careers, and how they kept on moving
  • Insight on new ways we can mentor and break down barriers to support our teams and future workforce
  • Top tips in succeeding in the industry: How to achieve career success no matter where in the journey you’re in

Panelists:

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Tristan Fardy

Customer Experience Manager
Volkswagen

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Kylie Green

Corporate CX Coordinator
Logan City Council

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Vince Santamaria

Contact Centre Manager
Allianz

4:20 pm - 4:20 pm Chair Closing Address for CCW Disrupt Main Show and Prize Giveaways!