Conference Day Two: Friday 28 February 2020
Friday, February 28th, 2020
1:45 PM Going from EX to CX at the ATO: The Steps for Engaged, Authentic Contact Centre Agents that Hits the X Factor for Employees and Customers
In a market driven by consumer choice and the need to resolve enquiries in a timely manner, contact centre leaders today must adapt when it comes to communicating with their clients.
The first step? Agent engagement.
With the implementation of Single Touch Payroll in 2019, Assistant Commissioner of the ATO Kate Fowler, will present on the journey and challenges behind having more complex customer interactions in a company that has always been transactional.
It is here we will discuss ways to maintain brand connection for your customers, and how an effective CX strategy lies in your contact centre workforce.
- Training teams to bond with customers over the phone
- Going from transactional to relationship with new and existing customers
- Working with the right outsourcing partners that can reflect a strong brand and customer values