Measuring, Managing and Improving Customer Service 0816 AU (Ben)

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Measuring, Managing and Improving Customer Service 0816 AU (Ben)

  1. 1. KEY SPEAKERS INCLUDE MEDIA PARTNERS Exploring best practices, strategies and frameworks to tackle performance challenges and improve customer service delivery and satisfaction Changing trends in customer service delivery, soaring customer expectations and rapid innovations in technology have increased the challenge for organisations and public sector departments and entities to keep their customer service initiatives and strategies up-to-date. Now more than ever, organisations and public sector departments and entities need to review existing customer service strategies and develop more innovative and effective customer service initiatives that deliver the right service to the right people at the right time, to drive profitable customer behaviour, encourage continued business growth and increase customer satisfaction. Gain practical insights in designing and implementing innovative and sustainable customer service strategies that best fit your organisational and departmental goals and objectives Measuring, Managing and Improving Customer Service is a comprehensive state-specific forum that brings together key representatives from the public and private sector to discuss changing customer service trends, challenges, opportunities and strategies to improve customer service performance and service delivery. By attending, delegates can expect to: • Understand the changing trends of customer service and what these changes mean for you and your organisation and departments • Learn best practice strategies to drive a customer-centric culture within your organisation or department • Leverage customer data and analytics for improved delivery of customer service • Hear from real-life examples of what has worked, and how you can adapt winning strategies to your organisation • Network with leading players and professionals from the customer service industry Benefit from this exclusive opportunity to network and gain practical guidance from Western Australia’s leading customer service professionals Don’t miss out on our pre-conference workshop: Improving your Contact Centres’ Efficiency and Customer Service Experience Thursday, 25 August 2016 Workshop Leader: Neil Harrison Managing Director Solution Space Consulting Tackling performance challenges and improving customer service delivery Register now to receive the Early-Bird Discount! Perth | 25 – 26 August 2016 REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com Steve Mitchinson Director of Customer Service Delivery WA Department of Transport Tracy Thompson Manager, Housing Direct Housing Authority WA 2015 Auscontact Awards State Customer Experience Champion for WA Aaron Tighe State Manager, Western Australia Macquarie Telecom 2014 National Customer Service Excellence Awards Large Enterprise Gold Medal Grant Yonge Group Manager, Contact Centres Silver Chain Group Paul Tuffin Program Manager, Customer Experience and Customer Insights Water Corporation Josianne Fortin Manager, Customer Insights and Retail Strategy Synergy Max Clarke General Manager, Contact Centres Bankwest Paul Shenton, Customer Service Manager, Siemens Healthcare Jay Ellis Customer Service Manager City of Canning Mark Balding General Manager, ICT Bethanie Group Stewart Bazzica Customer Satisfaction Program Director IBM Chris Smoje Founder DIME™ Customer Service
  2. 2. Review existing strategies and develop more effective customer service initiatives that deliver the right service to the right people at the right time Excellent customer service lies at the heart of every organisation’s success. More recently, the customer service industry has seen a shift to more differentiated and personalised customer service, with a strong focus on customer centricity in all organisations and public sector departments and entities. According to a January 2016 report from Forrester Research, Inc., “delivering differentiated customer service has become a strategic imperative”.* As more organisations move towards the concept of differentiated customer service, it has become increasingly challenging to remain competitive and stay ahead of the differentiation game. Measuring, Managing and Improving Customer Service is a comprehensive state-specific forum bringing together Western Australia’s leading customer service practitioners to discuss best practice customer service strategies to increase the levels of customer satisfaction. This forum has been specially designed for professionals to network with like-minded practitioners, leverage these best practice customer service initiatives and learn how to apply them in the workplace. *Trends 2016: The Future of Customer Service (2016) by Forrester Research, Inc. Sponsorship Opportunities Are you interested in demonstrating thought leadership, educating a pre-qualified audience on your products and services and reinforcing your brand to customer service professionals? Sponsor the Measuring, Managing and Improving Customer Service forum and we can help you host key clients and prospects via company branded networking sessions. To further discuss sponsorship and exhibition opportunities, contact us at 02 9368 3915 or info@aventedge.com. Who Should Attend Measuring, Managing and Improving Customer Service is a valuable source of information, insights and networking opportunity for Directors, Managers and Heads of: Western Australia’s dedicated customer service forum Key Learning Objectives 1. Embrace the shifting trends in customer service and customer expectations 2. Analyse the emergence of “Omni-Channel” services and its integration to your customer service strategy 3. Develop the business case for employee and customer engagement, and how they are connected 4. Examine best practice strategies to re-design your contact centre to tailor with your customers’ needs 5. Build and strengthen customer relationships across multiple touch-points 6. Streamline all touch-point interactions to ensure consistent, efficient and well-communicated delivery of customer service 7. Discuss practical strategies to effectively embed the “customer” into “culture” 8. Overcome challenges involved in promoting a customer- centric culture 9. Utilise data and analytics to provide more targeted and personalised customer service 10. Learn from leading practitioners as they share their success stories and journeys to achieving customer service excellence Programme-at-a-Glance PRE-CONFERENCE WORKSHOP Improving your Contact Centres’ Efficiency and Customer Service Experience CONFERENCE Embracing the shifting trends in customer service and customer expectations Excellent customer service starts from within City of Canning’s journey to achieving customer service excellence Water Corporation’s customer service initiatives and strategies Designing your contact centre for the 21st century and beyond Creating an effortless customer experience from start to end Panel: Driving a customer-centric culture within your organization Leveraging data and analytics for better delivery of customer service Panel: Embracing digitalisaton to improve customer service delivery Register EARLY and SAVE with our Early-Bird Discounts! 31 May 30 June 29 July Save $300 Save $200 Save $100 Don’t forget to take advantage of our Group Discounts! • Send 3 delegates and receive 5% OFF • Send 4 delegates and receive 10% OFF • Send 5 delegates and receive 15% OFF Contact Centre Contact Centre Sales Customer Support Customer Operations Customer Service Technology Customer Experience Service Delivery Customer Engagement Innovation and Technology Customer Care Customer Success REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com
  3. 3. Thursday, 25 August 2016 Pre-Conference Workshop PRE-CONFERENCE WORKSHOP: Improving your Contact Centres’ Efficiency and Customer Service Experience In the new era of digital disruption, existing businesses are competing with the ever growing list of disruptors. These are the companies that are making it easier for consumers to switch providers in an effortless and seamless way. Customer Experience is now the key differentiator and delivers true and real value for businesses, in the era where customers now decide how customer centric an organisation is. By attending this workshop, delegates will gain an in-depth understanding of the key components in a great Customer Experience, rethink their current process and identify how efficiency in your centre can have a positive impact on the end user experience. What the workshop will cover: • The challenges for improving efficiency • Delivering a consistent Customer Experience • The key components of employee engagement • Going above and beyond Customer Expectations How you will benefit: • Learn the fundamentals of an efficiently run Contact Centre and how to identify inefficient processes and policies that impact your customers • Understanding the drivers of Customer Satisfaction • How to build an engaged and motivated workforce that stands behind your brand. 8:30 Registration and Welcome Coffee Session 1 | 9:00 – 10:30 What are the new Service Expectations of today? • The changing landscape of Customer Service in 2016 • The impact of digital disruption • Case Studies: Today’s disruptors • Understanding the business that you are in and your service differentiator 10:30 Morning Tea Session 2 | 11:00 – 12:30 Components of Customer Loyalty • Identifying the drivers of Customer Loyalty and why it is important • Why trust is important in your service offering • Building Character into your brand • Case Studies: How the customer service experience builds loyalty 12:30 Morning Tea Session 3 | 1:30 – 2:45 Building Capability and Efficiency in your Centre • The impact of Customer Service in your capability • How your service displays your capability • The components of a great Customer Experience • Building efficiency in your centre • Targeting improvements in your centre • What are you measuring and what is it telling you? • Are you listening to your customers? 2:45 Afternoon Tea Session 4 | 3:15 – 4:30 Why Employee Engagement drives Customer Experience • Aligning culture to your brand • Case Studies: Companies that treat employees as starts • Setting the rules of the team • Creating the right environment • Ensuring your staff have the right tools to get on with their job • Rewarding and incentivising the right behaviours 4:30 Closing Summary and End of Workshop Workshop Leader: Neil Harrison Managing Director Solution Space Consulting Neil is a Satmetrix ® Certified Net Promoter Associate and has significant experience in managing award-winning Contact Centres both domestically and internationally. Two-time winner of the Contact Centre Manager of the Year award, Neil has a proven ability to improve operational efficiency and performance leading to significant reductions in costs, increases in both customer and staff satisfaction, and improvements in customer loyalty. With over 25 years of experience in the sales and services industries, Neil has developed a solid background in the fundamentals associated with the management of Contact Centres, and has a proven track record of transforming strategy into operational excellence. As a former Contact Centre manager with iiNet, Australia’s second largest DSL provider, Neil’s centre was recognised by the Auscontact Association as the six-time Winner of the Contact Centre of the Year in Western Australia, and two-time winner of National Contact Centre of the Year. Neil believes that employee engagement is the foundation of a great customer experience and insists that businesses wishing to compete in today’s age of digital disruption, have an obligation to provide their staff with the necessary training, ongoing development and effective tools at their disposal to ensure the optimal Customer Experience. Neil is currently the Managing Director of Solutions Space Consulting, a Perth-based service consultancy which aims to educate businesses that service should be your only old fashioned idea. REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com
  4. 4. Friday, 26 August 2016 Conference Agenda 8:30 Registration and Welcome Coffee 9:00 Chairperson’s Opening Address Chris Smoje, Founder, DIME™ Customer Service TOWARDS WORLD-CLASS CUSTOMER SERVICE 9:10 Keynote: Embracing the shifting trends in customer service and customer expectations • Moving beyond “customer service”, towards “customer engagement” • Understanding the changing trends of customer service – and what these changes mean for you and your organisation • Analysing the emergence of “Omni-Channel” services and its integration (i.e. in-store, Internet, phone, email, chat, video, etc) • Mapping the future of customer service and what it entails Steve Mitchinson, Director of Customer Service Delivery, WA Department of Transport 9:50 Case Study: Excellent customer service starts from within • Connecting the dots between employee engagement and customer satisfaction • Striving towards customer satisfaction to demonstrate excellent customer service • Developing the business case for both employee and customer engagement – How do they affect the organisation’s productivity and bottom line? • Practical strategies and advice for achieving excellent customer service Aaron Tighe, State Manager, Western Australia, Macquarie Telecom; 2014 National Customer Service Excellence Awards Large Enterprise Gold Medal 10:30 Morning Tea MEASURING AND MANAGING CUSTOMER SERVICE 11:00 The City of Canning’s short and sweet journey to achieving customer service excellence Three years ago, the City of Canning Council was suspended, and following an Inquiry, subsequently dismissed. A year later, under local government reform, the Council was preparing to be abolished. Despite these seemingly insurmountable challenges, the Council’s leadership team was determined to create a culture of customer service excellence. This presentation will outline the journey to achieving this goal, culminating in the City of Canning proudly winning two national customer service awards in 2015 and the International Service Excellence Award 2015. Jay Ellis, Customer Service Manager, City of Canning 11:30 The Water Corporation’s journey towards becoming a customer- centric organisation • Driving a customer service cultural change in a monopolistic organisation. • Overview of the core projects under the Corporation’s Customer Experience Program. • Challenges and learnings associated with the delivery of the program. Paul Tuffin, Program Manager, Customer Experience and Customer Insights, Water Corporation 12:00 Case Study: Designing your Contact Centre for the 21st century and beyond • Recognising the importance of having a high-quality Contact Centre for customer engagement, retention and satisfaction – How they shape your customer’s perception • Training, engaging and empowering front-line employees to deliver the right information at the right time across various customer touch-points • Re-inventing your Contact Centre to tailor with the customers’ needs of the 21st century • Examining best practice strategies to integrate the Contact Centre into organisations Tracy Thompson, Manager, Housing Direct, WA Department of Housing; 2015 Auscontact Awards State Customer Experience Champion for WA 12:30 Networking Lunch IMPROVING CUSTOMER SERVICE: CUSTOMER ENGAGEMENT, JOURNEY EXPERIENCE 1:30 Personalising the Experience: Creating an effortless customer experience from start to end • Building and strengthening customer relationships across multiple touch-points • Streamlining all touch-point interactions for your customer to ensure consistent, efficient and well-communicated delivery of customer service • Utilising appropriate channels to meet customers’ needs and demands • Adopting “Omni-Channel” service options to shape your customer’s experience Max Clarke, General Manager, Contact Centres, Bankwest 2:10 Panel Discussion: Driving a customer-centric culture within your organisation • The challenge of alignment – Organisational culture and customer satisfaction • Attaining senior management and employees’ buy-in to your organisation’s re-invented “customer-centric” vision and culture • Discussing best practice strategies to effectively embed the “customer” into your organisational culture • Overcoming challenges involved in promoting a customer-centric culture Grant Yonge, Group Manager, Contact Centres, Silver Chain Group Stewart Bazzica, Customer Satisfaction Program Director, IBM Gail Murdoch, Customer Relationship Manager WA, Superpartners 3:00 Afternoon Tea IMPROVING CUSTOMER SERVICE: DIGITALISATION AND INNOVATION 3:30 The Digital Age: Leveraging data and analytics for better delivery of customer service • Knowledge is key – Utilising data and analytics to create a competitive edge through more targeted and personalised customer service • Understanding the type of data needed and where to obtain the data • Demonstrating how the proper use of data leads to improved delivery of service Josianne Fortin, Manager, Customer Insights and Retail Strategy, Synergy 4:10 Panel Discussion: Embracing digitalisation to improve customer service delivery • Outlining the impact of the digital revolution on your customers and organisation • Opportunities and challenges involved in digital transformation • Understanding how going digital enhances positive customer experience and drives profitable customer behaviour • Communicating the integration of traditional and digital channels to ensure that employees are equipped with the right skills and knowledge to provide quality service • Practical advice – What should you take note of before making this move? Mark Balding, General Manager, ICT, Bethanie Group Colin Smith, Manager, Customer Experience, Synergy Paul Shenton, Customer Service Manager, Siemens Healthcare 5:00 Chairperson’s Closing Address and End of Conference REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com
  5. 5. REGISTRATION FORM LOCATION AND DATE ¨ Bank Transfers: (please tick – we will send you details in the invoice) ¨ Cheque: Mail to: P.O. Box 1654, North Sydney, NSW 2060 ¨ Credit Card: Please visit www.improvingcustomerservice.aventedge.com Please quote MMICS and YOUR COMPANY NAME when making payment DELEGATE AND COMPANY DETAILS RESEARCHED AND ORGANISED BY PAYMENT METHODS All prices are in AUD and exclude GST. The Group Discounts compound on top of the Early-Bird Discounts. ABN: 68 304 874 270 Design www.johnstab.com.au STANDARD RATES Early-Bird Discounts Full Price Register Before 31 May 30 June 29 July 25 August 1 Day Conference $1095 + GST $1195 + GST $1295 + GST $1395 + GST 1 Day Conference + Workshop $1895 + GST $1995 + GST $2095 + GST $2195 + GST VENDOR PRICING 1 Day Conference $1995 + GST $2095 + GST $2195 + GST $2295 + GST Group discounts 3 Delegates 5% off 4 Delegates 10% off 5 Delegates 15% off Register today and Save with our Early-Bird Discounts! Company name: ................................................................................................................. Authorising manager: .......................................................................................................... Tel: ....................................................................................................................................... Email: ................................................................................................................................... Address: .............................................................................................................................. ............................................................................................................................................. 1 Name: ......................................................... Job title: ...................................................... Tel: .............................................................. Email: ......................................................... 3 Name: ......................................................... Job title: ...................................................... Tel: .............................................................. Email: ......................................................... 2 Name:......................................................... Job title: ...................................................... Tel: .............................................................. Email: ......................................................... 4 Name:......................................................... Job title: ...................................................... Tel: .............................................................. Email: ......................................................... Card type: Visa / MasterCard / AMEX Card No.: _ _ _ _ - _ _ _ _ - _ _ _ _ - _ _ _ _ Expiry Date: __ - __ Security ID No.: _ _ _ _ Cardholder’s Name: Cardholder’s Signature: Perth ¨ Workshop: 25 August 2016 ¨ Conference: 26 August 2016 Travel Accommodation Delegates are responsible for the arrangement and payment of their own travel and accommodation. We have arranged a special room rate for delegates at a number of hotels. Please contact us for further details. Terms Conditions 1. Upon registration all invoiced sums, including applicable taxes, are payable in full by the delegate toAventedge 2.Should a delegate be unable to attend the event then a substitute delegate is welcome at no extra charge.However,no pass sharing at the event is allowed. 3. Should a delegate be unable to attend the event and wish to cancel their registration then this will be subject to the following: a)All requests for cancellation need to be made in writing to the relevantAventedge office b) Cancellations are only permitted 28 days or more before the event date. A $250 + GST administration fee will be charged per invoice c) 15 to 27 days before the event date: no refunds will be allowed, however, a credit voucher valid for 12 months will be issued.A $250 + GST administration fee will be charged per credit voucher. d)Within 14 days before the event date:no cancellations or refunds permitted e) Registrations can be transferred to a colleague from the same company before the event without a fee 4.The event pass is valid for the designated person only.Pass sharing is not permitted. 5. Aventedge will make its best endeavours to run the event per the published programme but reserves the right to alter the programme without notice including the substitution, alteration or cancellation of speakers,topics or the alteration of the dates of the event 6. Aventedge is not responsible for any loss or damage as a result of a substitution, alteration, postponement or cancellation of an event 7.All intellectual Property rights in all materials produced or distributed by ‘Aventedge’ in connection with this event is expressly reserved and any unauthorised duplication, publication or distribution is prohibited 8. Client information is kept on our database and used to assist in providing selected products and services which may be of interest to the Client and which will be communicated by letter,phone,fax, email or other electronic means 9. Important note: While every reasonable effort will be made to adhere to the advertised package, we reserves the right to change event dates, sites or location or omit event features, or merge the event with another event, as it deems necessary without penalty and in such situations no refunds, part refunds or alternative offers shall be made.In the event that we permanently cancel an event for any reason whatsoever,(including,but not limited to any force majeure occurrence) and provided that the event is not postponed to a later date nor is merged with another event, the Client shall receive a credit note for the amount that the Client has paid to such permanently cancelled event, valid for up to one year to be used at another ‘Aventedge’ event. No refunds, part refunds or alternative offers shall be made. 10. Governing law:This Agreement shall be governed and construed in accordance with the laws of the country this event is being held, and the parties submit to the exclusive jurisdiction of the Courts in that country. However,‘Aventedge’ only is entitled to waive this right and submit to the jurisdiction of the courts in which the Client’s office is located 11. If you need to contact us for any reason concerning your registration, please email us at billing@aventedge.com 12. If, for any reason,‘Aventedge’ decides to cancel or postpone this conference,‘Aventedge’ is not responsible for covering consequential costs’ (airfare,hotel,or other travel costs) incurred by clients. 13. Completing and returning this Registration Form to us implies acceptance of the above Terms Conditions. Occasionally your details may be obtained from, or made available to, external companies who wish to communicate with you offers related to your business activities. REGISTER NOW - 4 EASY WAYS Benjamin.Porter@aventedge.com.au Call now on +61 2 9368 3916 Mail this completed form together with payment to Aventedge at: P.O. Box 1654, North Sydney NSW 2060 Pay with your credit card online - visit: www.improvingcustomerservice.aventedge.com

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