Join our workshop day and choose the 3 of 6 topics you need to help you leverage and transform your contact centre operations! Each attendee will receive a certificate of participation post event.
Learn how we can maximise our collection of data and drive personalised experiences for customers amidst the proliferation of privacy and security concerns within the contact centre.
By having a clear, transparent communication strategy that is relayed to customers, organisations will be able to leverage personalised customer interactions while guaranteeing trust remains. By doing this, Robert Lopez, Head of Brand and Digital Innovation at Norths will showcase how his team were able to improve brand marketing, customer channels, and lift open rates from 24 to 52 per cent.
Robert has spearheaded his organisation towards a new era of personalised experiences. He will teach attendees how to balance the use of customer data and personalised experiences for contact centre and CX teams while still maintaining privacy acts.
In order to improve customer experiences and allow them more control in how they communicate with a business, the introduction of self service is important. However, how do you decide which technology is the right technology to implement? Do we base it on customer feedback or our internal operations?
Joan Brierly from the Department of Transport WA was one of few government departments forced to manage COVID-19 enquiries throughout the pandemic, alongside many other enquiries.
She will train all attendees on the best strategies to consider in order to invest in the right modes of self service and automation capabilities – and the potential difficulties in its implementation to ensure you’re prepared from the beginning.
As contact centres look to integrate new channels into their customer strategy, one question that continues to come up is how do we manage this effectively. A key way of doing this is by managing our tech stack.
Lyndon Summers, Product Owner at Open Universities, will run an in-depth workshop looking at how contact centres and digital teams can work together to drive better channels in customer contact.
By introducing multiple channels to address the changing needs of the customer, this allows your customer-base to interact in the format of their choice and has historically improved customer acquisition and retention by 20%. However, with the introduction of so many channels today, how do we work with our digital teams to manage our tech stacks and scale the ones of most significance?
Leveraging behavioural economics (BE) has become the next new thing within the contact centre world – but what exactly is it and what are the results?
This workshop will delve into the value of reviewing your agent call scripts and utilising BE to shape communication techniques delivered to customers. This can range of agent call scripts via voice channels, to chatbot scripts that will allow for a clearer and better customer experience.
Matthew Penman, General Manager of Customer Service at Auto & General, will facilitate this class and teach attendees the best strategies behind call scripts and agent training.
The primary way organisations can turn their contact centre into a profit centre for the business is to prove:
This workshop will address the scripts and behavioural techniques needed to train your agents on the best ways for customer retention, as well as upselling your products and services.
Learn how to train your people on “sales in service” to improve your ability to turn your contact centre into a profit centre.
Using a human centred approach when designing or even implementing a contact centre strategy is proving to be more and more effective across the customer community in providing teams with the direction they need to improve customer confidence in their organisation.
Michael Dyson, Head of Service Delivery at NBN will run an in-depth workshop on the journey mapping techniques needed in order to redesign our customer contact strategy.
Learn the tricks of the trade and the key areas organisations must focus on if they want to integrate and/or scale design thinking within their organisation.