25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Trent Poupard, Head of Direct Sales & Service at Momentum Energy

Trent Poupard

Head of Direct Sales & Service
Momentum Energy

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

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Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020

2:20 PM Driving Agent Momentum: Revolutionising the Running of a Contact Centre through New KPIs and Measurement Models

Over the past 3 years, Trent Poupard, Head of Direct Sales & Service at Momentum Energy, has been slowly aligning his people and contact entre agents to a broader CX strategy. 

Shifting their agents away from NPS and AHT, their focus today is on improving customer sentiment and assessing new KPIs. Reducing internal agents by roughly 60%, hear how Momentum Energy focus on upskilling team members with more complex enquiries, as well as investing in training and development programs. 

  • Delving into the key KPIs you need to implement to improve operational processes
  • Utilising speech analytics and sentiment: how do we do this right?
  • Monitoring first call resolution and how to get our agents improving customer interactions