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
Check out the incredible speaker line-up to see who will be joining Carly.
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