Site Tour Experience Day: Tuesday, 25 February 2020
Tuesday, February 25th, 2020
10:30 AM How NBN Improved their Culture and Leadership Structure through Design Thinking within their Customer Contact Hub!
Visit NBN’s customer contact centre located at Varsity Lakes in the Gold Coast!
Using anywhere from 6-50 systems per transaction, this tour will take you straight to NBN’s ultimate contact centre hub, where they’re in the midst of creating self-service platforms for customers and the wider business.
Improve your culture and people strategy through the implementation of agile frameworks, agent problem solving and transitioning teams to go from the traditional contact centre to a more collaborative and agile framework.
Presented by Michael Dyson, Head of Solution Design, he will guide you through the public facing centre, as well as nbn’s B2B contact centre where they work to ensure agent engagement remains the central element of the organisation.
- Empowering agents to solve complex problems without senior management
- Putting together a strong retention strategy to improve the operational experience of the contact centre
- Implementing voice of the agent strategies within the contact centre to improve retention
Conference Day Two: Friday 28 February 2020
Friday, February 28th, 2020
1:10 PM Finding the Right Operating Model: How NBN Use Design Thinking to Decrease AHT by 22% in their Customer Contact Hub
Developing Project JIGSAW to improve their operational structure, Michael Dyson, Head of Solution Design, will reveal how design thinking has helped NBN renew their operational experience and in turn drive employee engagement.
Using voice of the agent, learn the methods behind problem framing and the importance of having a step-by-step guide to reinvent your contact centre and drive internal operations
- Understand the different levels and processes of implementing automation within the contact centre
- Focusing on critical shifts in behaviours and reinforcement techniques for team members
- Having a balance between data and outcomes to create a more effectively carved out operational structure