26 - 28 February, 2020 | Gold Coast
David Jaffe, Director at Limebridge

David Jaffe


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Conference Day One: Thursday, 28 February 2019

Thursday, February 28th, 2019

2:25 PM Practical Case Studies in Re-thinking Contact Centre Models to Transform Capability and Customer Experience

A range of “traditions” have built up in contact centres that need to be challenged to transform capability. This presentation will explore how many contact centres manage with averages, create skills that suit the company not the customer, take a guess at measuring first contact resolution, and “live with” or are victims of demand for contact. It will explore cases in which contact centres have used a “multi-lever” approach to solve these problems. The presentation will describe real case studies that show examples of organisation getting fantastic results by pulling all these levers in unison. It will show how capabilities have been transformed by:

  • Reducing the demand for unwanted contacts
  • Re-thinking skills and processes
  • Building omni-channel solutions into processes
  • Measuring resolution in new ways to transform coaching and process improvement