Rich Rose

Director of Customer Service Fairfax


Tuesday, February 23rd, 2021

9:30 AM Advancing Your Internal Back Office to Develop the Omni Agent who Can Do it All

Creating an omni agent superhero does not happen overnight; nor does it happen without the right back office systems in place. With customer expectations rising to a new high, the need for agents to answer all questions quickly and without delay has never been more critical than it is today.

This session will discuss ways to position our workforce, as well the key operational strategies contact centre leaders will need to support their people in maintaining high customer expectations.

  • Driving the agent away from robotic processes and creating a customer-relationship driven environment
  • Having a seamless cloud migration strategy that streamlines processes and is easily useable for all areas of the organisation
  • Integrating a strong knowledge management system into the back office to ensure agents have the support required to answer customer expectations
  • Reskilling frontline team members in both sales and service to increase support and transparency between them and their leaders


Thursday, February 25th, 2021

10:10 AM Developing the “Liquid” Workforce that Seamlessly Marries Technology, Automation and Human Agents with CX

On a path to develop the omni agent who can do it all, this panel of expert speakers will address the way digital transformation, AI and humans can complement each other for the future, disruption-proof contact centre.

Part of this transformation incorporates the need for organisations to lift and shift their current technologies so it aligns with customer expectations, as well truly understanding the full capabilities of the services they have.

Learn how we need to stop separating people with automation, and how the future contact centre will be one that has it all!

Creating and supporting the superhero agent that can

pivot their roles in times of change

  • Using upgraded text to speech analytics to drive decreased call volumes
  • Using a more sophisticated approach to direct customers to the right channels within in-house and outsourced centres for faster call resolution
  • Giving your frontline agents a full, transparent view of how the contact centre truly works in order to marry people with technology