Conference Day One: Thursday, 27 February 2020
Thursday, February 27th, 2020
2:55 PM Taking High Volume to Low Complexity at Service NSW: How do You Prepare Your People to Adapt to the Changing Needs of the Customer
Winners of the NSW Contact Centre of the Year Award, Service NSW’s Sue Ferguson will deliver a case study on the importance of leadership and agent engagement.
With approximately 6 million calls entering the contact centre annually, Service NSW is reshaping the way their agents interact with citizens to enhance the customer experience. Sue Ferguson, Director of Contact Centres, will present on the work her and the team are doing to train agents in complaints handling, dispute resolution, failure demand, as well as improving internal leadership capabilities.
It is here Sue will discuss how, by doing this effectively, Service NSW’s voice of the customer surveys have risen from 69% to the 95+% range over the last 5 years.
- Developing effective motivational strategies to improve agent engagement
- Implementing strategic recruitment pathways to increase retention rates
- Understanding the new and emerging roles within contact centres in large scale government organisations