In this interview, Jody McLaren, Manager Customer Support at WorkCover Queensland, explores the strategies his team is using to manage customer complaints through different channels and the CX metrics they are using to track customer engagement.
- The types of digital channels NIB's contact centre is using to engage customers
- Strategies to keep staff motivated and engaged when it comes to using new technologies
- How to ensure a consistency of services to customers across all channels
- NIB's core focus areas for the next 12 months when it comes to further driving an execptional CX
- A sneak peak into what to expect at Contact Centre Week 2018