National Senior Manager, Business Customer Contact Channels
11:30 AM CROSS SKILLING TO SUPPORT FUTURE CX
More organisations are trying to keep up with the nextgeneration of customer service such as omnichannel or new digital and self-service options. This session will explore how Australia Post is focusing on cross skilling and staff skilling to show how this supports your customer and how to identify improvements in CX.
5:00 PM Closing Panel Discussion: Customer Contact and Customer Self Service – Transforming User Experience and Building Customer-Agent Relationships
Transitioning to more self-service opportunities for customers often recognises that change management is needed for both staff and customers, particularly when it comes to ensuring the best user experience and best relationships are formed despite new channels. This session will discuss strategies for your contact centres to educate customers, as well as support your staff to embrace the new digital and self-service options available.
- Creating a digital experience and self-service outlet without diminishing revenue outcomes
- Remaining human in a digital age: How to ensure a right balance between self-service and human touch
- Analysing customer segments to identify the preferred digital channel