Daniel Cooper, Customer Solutions Channel Lead, will present how his team at Spark NZ continue to shift their operating behaviours to maintain engaged and productive team members every step of the way.

By creating a competitive yet supportive culture for both their frontline retail staff and contact centre agents, learn how they’ve worked to create a culture that appreciates each employee to drive valued customer experiences.

• Demonstrating visual leadership to maintain employee trust
• Going from support to sales: Training contact centre agents to upsell and increase company return
• Having retail officers and contact centre departments talk to each other through a comprehensive CRM system