Conference Day One: Thursday, 27 February 2020
Thursday, February 27th, 2020
2:55 PM Sparking Something New: Reinventing the Way Spark’s Retail Teams Interact with Customers in the Call Centre
Sheryl North, Channel Lead for the Customer in Home Strategy, will bring her experience in contact centres andher current role to talk about Spark NZ’s new customer in-home initiatives. Trialling a new way of operating, her team are certifying their retail teams and agents to help shape the customer experience and provide them with the advice and services that goes beyond traditional call centres.
Learn how Sparks NZ are creating an agile chapter within the organisation to build remote teams, improve service and develop a holistic customer strategy across the organisation
- Highlighting the key, new ways of working for the structure of your contact centre
- Having a clear definition of agent accountability in the design of your change approach to streamline processes
- Bringing strategic foresight to change initiatives to grow the contact centre