Conference Day One: Thursday, 27 February 2020
Thursday, February 27th, 2020
At CCWomen we are proud to provide a community where we can share our story and give advice to other women in the CX and contact centre industry.
In Australia 29.6% of directors in the ASX 200 are women. While this is a steady improvement from 2016 where only 13% of women held chair positions, as a country there is still a way to go in both workplace diversity of gender inclusion.
In order to get a better understanding of CX women in business, our panellist will share their stories regarding their career, current projects at their organisation, thoughts on mentorship and what advice they would give to the rest of the community.
Conference Day Two: Friday 28 February 2020
Friday, February 28th, 2020
2:20 PM Onstage Interview: The Dynamic Customer Connection: How Energy Queensland is Redefining Emotional Intelligence to Set their Leaders for Success
At Energy Queensland the central factor that defines their contact centre and CX operations is the leadership team. Overseeing over 600 people in her department alone, Carly Irving, General Manager of Market and Customer Operations, will discuss the importance strong leadership plays within her business today.
The results of this? By driving effective leadership, they have managed to boost VOC results from 6 to 6.7 out of 10, seeing continuous increase year on end.
This spotlight interview will see Carly discuss how they’re spending the next 12 months shifting the mindset and behaviours for their leaders to develop effective customer solutions
- Improving team culture and motivation through a positive physical environment
- Setting up resilience and mentorship programs to have the right leaders training teams
- Going from relationship to transactional: Merging CX with leadership capabilities to drive customer loyalty