25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Sarina Pratley, General Manager of Contact Centres at ANZ, NZ

Sarina Pratley

General Manager of Contact Centres

Check out the incredible speaker line-up to see who will be joining Sarina.

Download The Latest Agenda

Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020

4:05 PM Drop the Mic: Flexible Working: Is this the Secret to Increased Agent Productivity?

This drop the mic panel will look at the pros and cons of flexible working within the contact centre.

ANZ says yes, with increased productivity up by 12%.

Others say no, having disbanded from flexible working initiatives due to multiple challenges in agent training and productivity.

Taking into account the need for on-going training and staff development, these industry experts will delve into the ways they’ve implemented flexible working and where it has either gone right or so very wrong.

  • Understanding the different methods for training and developing remote team members 
  • Determining the level of employee satisfaction when working from home to go from EX to CX
  • Creating efficiencies over the phone with the implementation of cloud based solutions