26 FEBRUARY 2021: POST-CONFERENCE MASTERCLASS DAY

MASTERCLASS A

In-Person Session: 9:00am – 11:30am

Virtual Session: 15:30pm – 17:00pm

9:00 am - 5:00 pm REINVENTING YOUR OPERATING STRATEGY TO CREATE A FLEXIBLE, LEAN CONTACT CENTRE
Christopher Butterworth - Shingo Institute Faculty Fellow, Shingo Institute

Christopher Butterworth, one of the original founding members of SA Partners, author and thought leader, will deliver a masterclass on how C-Suite and Exec leaders can redesign their contact centre operating strategy through the application of Shingo principles.

Having worked with some of Australia’s leading banks, including CBA and Bankwest, and a fellow of the Shingo Institute, Chris will guide you on the applications of operational excellence. The results? A 30% reduction in churn volume and the ability to create a culture of continuous improvement and increased productivity.

Learn how to get your contact centre (and overall customer experience department) agile, sustainable and prepared for any future wave of disruption.

Your masterclass broken down:

  • Defining the Shingo model and how it can be applied to reduce waste
  • Highlighting the role of leaders in creating a culture of continuous improvement
  • Understanding the key steps to implementation in order to drive productivity and buy-in

In-Person & Virtual Facilitator:

img

Christopher Butterworth

Shingo Institute Faculty Fellow
Shingo Institute

MASTERCLASS B

In-Person Session: 12:00pm – 13:30pm

Virtual Session: 12:00pm – 13:30pm

12:00 pm - 1:30 pm AGENT EXPERIENCE AND CONTINUOUS DEVELOPMENT PROGRAMS: KEEPING YOUR TEAMS ENGAGED IN A CONSTANTLY DISRUPTED ENVIRONMENT
Craig Mendel - Head of Customer Success and Support, Tyro
Natalie Screen - General Manager Customer Success, Xero

With the future workforce driven towards a flexible, remote working environment, contact centre leaders will soon find new challenges in engaging team members and driving ongoing productivity. After all, how do you trust your agents to deliver an end-to-end customer experience when they are at home?

With contact centres notorious for their high turnover rates, agent engagement has become critical to ensuring training and investment strategies are put to good use. One way these organisations can work to engage their team members and bring interest to the overall centre is through mentorship programs and the overall employee experience.

This workshop will discuss the importance of agent experience and the integration of a fully-advanced contact centre. Learn how, despite the introduction of ongoing technologies and more complex customer enquiries, agents can remain engaged and unified through one brand voice.

This workshop is designed for all contact centre leaders, service design and operation managers who wish to improve retention and staff productivity.

  • Determine ways to improve staff training and complex client interactions for a lifted customer experience
  • Creating a seamless experience within the agents daily tasks through more advanced technologies such as knowledge management systems and real-time CRM
  • Finding new ways to mentor and train internal teams to improve retention by up to 30%

In-Person Facilitator & Virtual Facilitator:

img

Craig Mendel

Head of Customer Success and Support
Tyro

img

Natalie Screen

General Manager Customer Success
Xero

MASTERCLASS C

In-Person Session: 14:00pm – 15:30pm

Virtual Session: 14:00pm – 15:30pm

2:00 pm - 3:30 pm THE OPERATING BEHAVIOURS OF THE CONTACT CENTRE: DRIVING THE RIGHT LEVEL OF BACKOFFICE INVESTMENTS THROUGH BUSINESS CONTINUITY PLANNING
JIN WAN - Customer Experience Lead, NZ Post
Mattie Minas - General Manager of Contact Centres, Spotless Group

Appreciate where your operations department needs room for improvement, and what they continue to do right, by learning the importance of business continuity planning. Having a clear operating strategy in place for when disruption hits will help organisations understand where they need to improve today, so tomorrow remains disruption-proof.

This workshop will delve into the positives and negatives of traditional contact centre operating strategies, and why a BCP needs to take into account all potential scenarios, and not simply those which have happened in the past.

Learn ways you can can drive positive, meaningful investments into the contact centres to drive productivity and performance.

This session is designed for all leaders in contact centre operations and member services.

In-Person Facilitator & Virtual Facilitator:

img

JIN WAN

Customer Experience Lead
NZ Post

img

Mattie Minas

General Manager of Contact Centres
Spotless Group