03 - 05 February, 2020 | Gold Coast
Sarina Pratley, General Manager, NZ Contact Centres at ANZ
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Sarina Pratley

General Manager, NZ Contact Centres

Conference Day Two: Friday, 1 March 2019

Friday, March 1st, 2019

10:00 AM CASE STUDY: Implementing Behaviour Based Coaching to Create Super Agents for Multiple Channels and Service Excellence at ANZ

For the ANZ NZ Contact Centres, Sarina is responsible for managing 850+ staff. As the organisation continues to grow in customer centric service delivery, upholding brand excellence and embracing the evolution of social media customer contact and chat functions, the success of these lies in a new approach the organisation has towards coaching and training their agents. It is based on behaviours, not numbers, and supporting to inspire by changing the way leaders communicate. To be able to multiskill and create ‘super agents’, Sarina will draw on the initiatives within the ANZ NZ Contact Centre, exploring:

  • How to shift mindsets internally to remove negativity about new customer contact channels: Getting staff to embrace social and digital channels to uphold customer service standards
  • Aligning your staff to future visions, goals and purposes to engage them with reskilling and multiskilling to adopt to multiple channels
  • Tapping into new support strategies your agents need to engage in new ways with customers: Why behaviour-based coaching is essential to meet the needs of your staff, and in turn meet the needs of customers


New ways of engaging digital savvy customers by stepping up from traditional based contact to conversational customer contact

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

Download The Latest Agenda