Conference Day One: Thursday, 27 April 2017
8:30 am - 9:00 am REGISTRATION AND WELCOME COFFEE
9:00 am - 9:10 am Opening Remarks from IQPC and the Conference Chair
9:10 am - 9:50 am Opening International Keynote Presentation: Lessons from Deploying Natural Speech IVR in Lloyds Banking Group
- Identifying the business drivers for deploying natural speech
- Addressing the key user-interface design features that made these benefits possible
- Understanding the surprises and challenges that were found during deployment and tuning
- How the new system impacted the existing call centre operation and the opportunities that arose
9:50 am - 10:30 am Creating a Customer Centric Culture Throughout all Touch Points
- Using the voice of the customer to identify issues and measure performance
- Moving towards customer advocacy and away from traditional metrics
- Implementing journey mapping to map both the customer and the people experience
- Measuring how the customer views the personal interaction with staff and the overall brand experience
10:30 am - 11:00 am Solution Provider Thought Leadership Session
11:00 am - 11:30 am SPEED NETWORKING SESSION
A structured interactive session designed to help
you expand your network through one-on-one
focused conversations. Bring your business cards!
11:30 am - 12:00 pm MORNING TEA AND NETWORKING BREAK
12:00 pm - 12:40 pm Enabling a Highly Engaged Workforce that Transforms Staff Culture – The Key Ingredients for Sustainable Staff Engagement
Join this presentation to develop new and inventive
strategies to engage your staff and create a
customer centric culture. This session will also give
you an insight into how NIB off-shored their contact
centre in the Philippines which will provide you with
lessons learnt and key takeaways along the way.
- Strategic leadership tactics to engage your staff
- How to lift your centre energy and engage your people
- Understanding how to leverage engagement’s next big thing: Emotional connections to your organisation
- Doing business in the Philippines – tips, tools and lessons learnt
- Addressing strategies to work with different cultures, remuneration structures, recruitment processes and the testing process
12:40 pm - 1:20 pm PANEL DISCUSSION: What will the Contact Centres of the Future Look Like?
- What channels will customers be using in the next years?
- How will this one-platform approach to customer interaction affect contact centres in the future?
- What skills sets will staff need in order to remain efficient and multi-skilled?
- How will contact centres use analytics and data on their customers with new technologies?
- Will Siri replace contact centre staff and how will self-service affect the traditional contact centre?
Esther Vaiaia
Head of Route to Market – Strategies and InsightsCoca-Cola Amatil (NZ) Limited
1:20 pm - 2:20 pm NETWORKING LUNCH
2:20 pm - 3:00 pm CASE STUDY: Applying Behavioural Insights to increase Rate Payments and Animal Registrations in Australian Local Government.
Yarra Ranges Council have run two complete
Behavioural Insights interventions, with the goal
or increasing early Rate Payments and Animal
Registrations. A net increase of over $5 million in
Rates payments was achieved through this trial,
and animal registrations increased overall by
over 11%.
This joint presentation will examine:
- Why Behavioural Insights? What is it, and how was it applied?
- What was the desired customer behaviour change, and the strategies used to successfully encourage change
- Highlight how incentives and value proposition influenced our customer behaviour
- Discuss the series of indicative risk assessments to ensure successful delivery
- Identify the methods used to engage the organsiation in the interventions
- Discuss how this methodology was key in taking our Customer Service team to the next level.
3:00 pm - 3:40 pm Implementing a Channel Migration Strategy and Using Customer Insights to Build a Better Experience
- Working horizontally in the same business unit to ensure effective communication
- Gaining customer insights through feedback channels and staff and feeding this through the business to both improve the experience and reduce call volumes
- Routing agents and reducing customer pain points through a virtual agent
- Using customer insights to improve the experience and gain organisation buy-in
3:40 pm - 4:10 pm AFTERNOON TEA AND NETWORKING BREAK
4:10 pm - 4:15 pm CHAMPAGNE ROUNDTABLE DISCUSSIONS
Grab a glass of wine, beer or soft drink and join
you industry peers to discuss and work through
pressing challenges around the topic of your
choice.
Table 1
4:15 pm - 5:10 pm Managing Webchat and Social Media Effectively to Optimise your Service Offering- Outlining the skills required to maintain effective webchat and social media services
- Understanding the most appropriate targets and measures to adopt
- Understand the framework required to quality monitor your advisors webchats
- Hints and tips on how to maximise performance through webchat interactions
- Understanding how to measure FCR for Livechat
- What are the risk involved in social media and how do we manage them
Table 2
4:15 pm - 5:10 pm Creating Staff Engagement, Managing Agent Retention, and Working with Millennials- How to create an environment where staff want to stay and millennials become engaged
- Identifying strategies to train staff and ensure they are consistently being up skilled
- Discovering strategies for improving commitment, engagement and a genuine sense of inclusion among all employees
- How do you continue to lead and motive people in a changing environment
- Understanding different strategies for measuring staff engagement and KPIs
Table 3
4:15 pm - 5:10 pm Leadership Skills for Managing Workforce Performance and Productivity- How do you manage people working from home?
- The power of personal data and how we can leverage to improve ourselves as a leader
- Discussing change management strategies and what will work best to change the mind-set of staff
- How do you increase staff engagement, retention and changing your workforce to achieve exceptional customer service
- Identifying measures of KPI’s - how do you measure quality and success?
- Discussing best strategies for recruiting staff
Table 4
4:15 pm - 5:10 pm Doing More with Less in a Digital Environment- Discussing innovative ways to overcome budget restraints
- Exploring ways to work around old IT platforms, restrictions, and staff habits
- Identifying strategies to keep staff motivated and engaged with effective training
- Addressing social media techniques, and how this can enhance customer interaction on a low budget