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!
Sean Hall, mental health advocate and CEO of human performance company Energx will deliver a motivational keynote on the practical steps you can take to be recognised as a powerful force for change in your business.
A specialist in the links between CX and EX, Sean has held senior exec roles at Telstra, delivering strategic transformation programs impacting 16 million customers and 80,000 employees and partners.
After experiencing burnout twice in three years Sean created the skill of energy intelligence [ExIQ] and has worked with over 7,000 professionals in organisations like Facebook, Deloitte, eBay, and Unilever to be the best versions of themselves and find their EX Factor.
In this session you’ll learn and experience:
How are you improving your company’s call scripts and CX initiatives?
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
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!
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?
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
Resilient & Disruption-Proof Frameworks
Uncover how to make your contact centre operationally resilient yet flexible enough to withstand times of disruption for future change
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.
What Out-of-the-Box Operating Strategies Do You Think Will Help Drive Productivity?
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: