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
Check out the incredible speaker line-up to see who will be joining Kate.
Unsupported Browser Detected
The browser you are using is not supported that will prevent you from accessing certain features of the website. We want you to have the best possible experience. For this you'll need to use a supported browser and upgrade to the latest version.