JIN WAN

Customer Experience Lead NZ Post

26 FEBRUARY 2021: POST-CONFERENCE MASTERCLASS DAY

Friday, February 26th, 2021

2:00 PM THE OPERATING BEHAVIOURS OF THE CONTACT CENTRE: DRIVING THE RIGHT LEVEL OF BACKOFFICE INVESTMENTS THROUGH BUSINESS CONTINUITY PLANNING

Appreciate where your operations department needs room for improvement, and what they continue to do right, by learning the importance of business continuity planning. Having a clear operating strategy in place for when disruption hits will help organisations understand where they need to improve today, so tomorrow remains disruption-proof.

This workshop will delve into the positives and negatives of traditional contact centre operating strategies, and why a BCP needs to take into account all potential scenarios, and not simply those which have happened in the past.

Learn ways you can can drive positive, meaningful investments into the contact centres to drive productivity and performance.

This session is designed for all leaders in contact centre operations and member services.

In-Person Facilitator & Virtual Facilitator: