Conference Day Two: Friday, 1 March 2019
Friday, March 1st, 2019
1:45 PM Opening Speech by Stream Chair:
4:00 PM Case Study: Building Up Culture and People Support at the Department of Transport WA to Prepare for Customer Service Centre Transformation
The Department of Transport WA is embarking on a transformational project “Single Seamless Access to Transport” that will connect all Transport services onto one service offering and shared platform. This in turn will eventually integrate all contact centres and customer services into one. The success of this transformation isn’t primarily about the technology; first and foremost it is about people - staff and customers. In this session, Steve will discuss how the Department is onboarding, supporting and developing their staff to prepare for the change and how to ensure performance and engagement is maintained throughout the transformation.
- How do you staff recognise the type of people to hire in transformation projects and how do you enable and empower them to deliver to these new expectations
- Understanding the process to educate customers and staff to be aware of service changes and encourage the right use of services and transactions
- The influence of an collaborative culture on knowledge management, strategies and processes
Pre Conference Workshops: Wednesday, 27 February 2019
Wednesday, February 27th, 2019
5:30 PM Transforming Your Contact Centre Culture to a High Performance Centre: Taking Engagement and Retention to the Next Level
A recent Contact Centre industry report reveals that the average tenure for full-time agents is just under 4 years. With a new generation of employees entering the workforce and the potential increase of home-based and flexible work arrangements, meeting the needs of your employees and keeping them engaged can be challenging. Traditional KPIs are no longer effective in measuring performance and collaboration has become a necessity for employees to feel valued. This workshop will explore engagement and retention strategies to ensure your contact centre remains high performing, moving away from traditional methods and looking to deeply analyse exactly what your staff needs, expects and will keep them motivated for years to come.
What will the workshop cover?
- Utilising design approaches such as empathy and journey mapping to discover your current employee experience
- Driving a deeper understanding of what motivates staff to move beyond typical reward and recognition programs
- Setting realistic and achievable KPIs, goals and milestones to unite teams and drive greater business results and customer satisfaction
- Lead ‘agents of change’ by arming them with the skills needed to help understand what is important to customers, and help navigate both staff and customers through technology transformation
How will you benefit?
- Give agents the chance to create a sense of empowerment and ownership of their goals and skill capabilities
- Learn to employ intuitive training and career pathways to improve EX
- Improve internal culture to recognise the value of customer care employees, staff wellness and good leadership