Christopher Butterworth

Author & Speaker BCP Advisory

26 FEBRUARY 2021: POST-CONFERENCE MASTERCLASS DAY

Friday, February 26th, 2021

9:00 AM REINVENTING YOUR OPERATING STRATEGY TO CREATE A FLEXIBLE, LEAN CONTACT CENTRE

Christopher Butterworth, one of the original founding members of SA Partners, author and thought leader, will deliver a masterclass on how C-Suite and Exec leaders can redesign their contact centre operating strategy through the application of Shingo principles.

Having worked with some of Australia’s leading banks, including CBA and Bankwest, and a fellow of the Shingo Institute, Chris will guide you on the applications of operational excellence. The results? A 30% reduction in churn volume and the ability to create a culture of continuous improvement and increased productivity.

Learn how to get your contact centre (and overall customer experience department) agile, sustainable and prepared for any future wave of disruption.

Your masterclass broken down:

  • Defining the Shingo model and how it can be applied to reduce waste
  • Highlighting the role of leaders in creating a culture of continuous improvement
  • Understanding the key steps to implementation in order to drive productivity and buy-in

In-Person & Virtual Facilitator: