Head of Customer Contact
Conference Day One: Thursday, 28 February 2019
Thursday, February 28th, 2019
3:55 PM Focus on Fundamentals: Employee Advocacy and Change Management at TAL to Progress Future Contact Centre Growth
Since heading up Customer Contact at TAL, Craig has predominately focused on change management and culture engagement as an enabler for progressing TAL’s contact centre towards a future of automation and digitisation. Getting the fundamentals right and process improvement strategies have been a key focus to ensure a bottom up view of understanding customer pain points but also to ensure staff are empowered with the right tools and capabilities to deliver efficient service.
- How TAL’s diversity strategy and flexibility strategy has allowed 15% of staff to work from home and ability to extend their new contact centre operations without impeding engagement
- Improving coaching and quality frameworks and reward and recognition programs to empower agents and operating rhythm
- Ensuring adequate resourcing of staff and skillsets and understanding core competencies of a successful customer service agent for future transformation