Presentations

Becoming Customer Centric by Transforming Schneider’s Workforce

Becoming Customer Centric by Transforming Schneider’s Workforce

In this presentation from Customer Contact Centre Week 2018 Erin Geddes, General Manager of Customer Care, Customer Service & Quality Global Operations at Schneider Electric explores;

  • Consolidating your contact centres and transforming your workforce
  • Reducing FTE’s by 30% yet maintaining efficiency
  • Imbedding a customer-centric focus in all operations 
Sydney Trains’ Transition from Engineering Based Service Delivery to Customer-Centric Service Delivery

Sydney Trains’ Transition from Engineering Based Service Delivery to Customer-Centric Service Delivery

In this presentation from Customer Contact Centre Week 2018 Michael Mercieca, Deputy Executive Director Customer Delivery at Sydney Trains explores;

  • Switching from recruiting staff for the right skills to recruiting staff for the right attitude
  • Working within tight budgetary restrictions imposed by government regulation
  •  Focussing on the little things to raise approval above 90% and achieve best possible practice
A Digital Cultural Revolution: Creating an Omni-Channel Contact Centre

A Digital Cultural Revolution: Creating an Omni-Channel Contact Centre

In this presentation from Customer Contact Centre Week 2018 Ole Nielsen, Deputy Chief Digital Officer and Director of Digital Transformation at ACT Government explores;

  • Understanding how to work through cultural barriers
  • Addressing the challenges of Digital Disruption
  • Continuous Delivery, Infracoding and Cloud as enablers for an Agile approach
  • Creating empowerment within teams
Network Homes Contact Centre Improvement Strategy

Network Homes Contact Centre Improvement Strategy

In this presentation from Customer Contact Centre Week 2018 Sarah Williams, Director of Customer Access and Experience at Network Homes (UK) explores;

  • Introducing Network Homes and its recent transformation
  • Achieving Network Homes’ 4 strategic objectives: to maximise resource growth, deliver first class customer service, increase financial strength and build a great organisation
  • Managing the challenges of servicing over 20,000 homes in 36 locations
Building KiwiBank’s New Contact Centre from Scratch After the November 2016 Earthquake in Kaikoura

Building KiwiBank’s New Contact Centre from Scratch After the November 2016 Earthquake in Kaikoura

In this presentation from Customer Contact Centre Week 2018 Shona Raemaki, National Service Excellence Manager at Kiwibank explores;

  • How they managed a contact centre that went from 210 seats to 25 for 6 weeks after the earthquake
  • Creating a dedicated squad to work in conjunction with properties and contractors to ensure on-time delivery and installment
  • Hiring an additional 62 people from March to July by reducing speech competency and training them through highly frequent low complex calls