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.

Workshop A

9:00 am - 11:00 am Balancing Act Within Customer Contact: Social Interactions & Customer Data in the Age of Privacy
Robert Lopez - Head of Brand and Digital Innovation, Norths Collective

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.

  • Having a clear marketing strategy for your customer base relaying your internal privacy rules
  • Ensuring your customer data is on a secure network and has the highest reductions in getting breached
  • How far is too far? Balancing customer privacy with what your customers prefer?

Facilitator:

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Robert Lopez

Head of Brand and Digital Innovation
Norths Collective

Workshop A

11:00 am - 11:30 am Peer to Peer Connections: Served with Morning Tea

Workshop B

9:00 am - 11:00 am The Future of Self-Service in the Contact Centre: Implementing the Right Technology Based on Customer Feedback
Joan Brierley - Director Service Delivery Driver and Vehicle Services, Department of Transport

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.

  • Mapping the critical self-service technologies needed based on customer data and feedback
  • Website optimisation: Understanding when to take a step back and review your more simple technologies
  • Implementing UX within the contact centre to improve customer-driven solutions

Facilitator: 

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Joan Brierley

Director Service Delivery Driver and Vehicle Services
Department of Transport

Workshop B

11:00 am - 11:30 am Peer to Peer Connections: Served with Morning Tea

Workshop C

11:30 am - 1:30 pm Team Collaboration: Working in Partnership With Your Digital Teams To Drive Stronger Channel Management Solutions
Lyndon Summers - Product Manager, Open Universities

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?

  • Scaling your most sought-after channels to ensure customer loyalty and sentiment remains
  • Improving team collaboration – how to work together with UX and digital teams to ensure digital channels are improved
  • Satisfying the masses: Ensuring customer data is accurate and creating solutions from this that clearly addresses customer preference

Facilitator:

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Lyndon Summers

Product Manager
Open Universities

Workshop C

1:30 pm - 2:00 pm Lunch Break: Network with Peers and Discuss Key Painpoints

Workshop D

11:30 am - 1:30 pm Behavioural Economics in Contact Centres: How Improving Call Scripts to be More ‘Authoritative’ Can Reduce AHT by 15%
Matthew Penman - General Manager Customer Service, Auto & General

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.

  • Understanding the basics of behavioural economics and how this can be utilised to improve call scripts
  • Reducing average handing times by improve digital messaging forums, such as chatbots and live chat technologies
  • Creating the right agent scripts to help them communicate seamlessly with the customer and using agent feedback to help shape this

Facilitator:

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Matthew Penman

General Manager Customer Service
Auto & General

Workshop D

1:30 pm - 2:00 pm Lunch Break: Network with Peers and Discuss Key Painpoints

Workshop E

2:00 pm - 4:00 pm Service in Sales: Turning Your Contact Centre Profitable Through Your Agents – Why The Fastest Route to Creating a Profit Centre will be Your People
Chris Jones - Contact Centre Manager, Australian Maritime Safety Authority

The primary way organisations can turn their contact centre into a profit centre for the business is to prove:

  1. Customer retention is critical to the monetary success of the business, which the contact centre plays a key hand in
  2. Any potential products or services that has been upsold through the contact centre, thus profiting the business

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. 

  • Exploring ways to train and incentivise agents in order to increase contact centre sales
  • Recognising the importance of customer retention and the value contact centres brings to this initiative
  • Introducing new behavioural techniques and technologies to assist agents in sales when needed

Faciliator:

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Chris Jones

Contact Centre Manager
Australian Maritime Safety Authority

Workshop F

2:00 pm - 4:00 pm Design Thinking in the Contact Centre: Implementing Human Centred Design to Solve Complex Customer Interactions
Michael Dyson - Head of Capability & Experience Design, NBN Co

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.

  • Using human centred design to drive customer advancements in all areas of the organisation
  • Educating internal teams to understand and recognise design thinking methodologies within the contact centre
  • Bringing structured and unstructured data together to understand your customer base

Facilitator:

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Michael Dyson

Head of Capability & Experience Design
NBN Co