Download to read offline
More Related Content
Similar to Call to Excellence 2016
Call to Excellence 2016
- 1. conferences There is onlyone boss: The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. Sam Walton The role of today’s contact centre is rapidly shifting with an urgent need to improve agent performance and customer satisfaction whilst reducing operating costs. To stay competitive, contact centres have to increase their service quality and efficiency in order to enhance customer loyalty Crowne Plaza Melbourne, Australia 19th & 20th May 2016 Gain Insights into Best Strategies and Techniques Including: • Improving your process and people management strategies to optimise business performance • Implementing Big Data analytics to personalise the customer journey • Harmonising multiple customer contact channels to enhance brand value and increase revenue • Driving business value through customer engagement and experience optimisation on digital and social media platforms • Maximising and measuring workforce productivity and efficiency • Building a culture in the workplace that encourages innovations • Leveraging outsourcing to reduce operational costs • IntegratingCloudtechnologiestobringyourcontactcentretothenextlevel Call to Excellence 2016Moving contact centre strategies beyond cost effectiveness into revenue generation through delivering an optimal customer experience and maximised workforce performance Lisa Randall Head of Client Operations & Risk WEX Australia 2015 Victorian Winner of Service Excellence in a Contact Centre Category Stuart Page Associate Director, Contact Centre Workforce Planning Macquarie Group Patrick Nesbitt Head of Channel Optimisation Australia Post Steve Mitchinson Director of Customer Service Delivery Department of Transport Danielle Grehan Customer Relations & Quality Manager Origin Energy Wayne McGlone Group Manager Customer Service South East Water Larah James Contact Centre Manager MetLife Robbie Dickenson Associate Director, Virgin Mobile Operations Virgin Mobile Australia Ulrike Ernst Head of Services - Customer and Technical BSH Home Appliances Kevin Watts General Manager, Global NBN Centre of Excellence Telstra Retail Theo Naicker Operations & Training Manager, Client Services Colonial First State, Commonwealth Bank Rebecca Ullman Senior Manager – Customer Operations Canon Australia Bobbie Reilly Team Manager- Motor Claims Auto & General 2015 National Team Manager of the Year Award Winner 2015 State Team Manager of the Year Award Winner for Queensland Paul Cahill Head of Digital Credit Union Australia Dale Inglis General Manager Victoria Lite n’ Easy Tarnya McKenzie Head of Marketing and Customer Experience Yarra Valley Water Fiona Evans Vice President, Customer Service DHL Australia Steve Nuttall Director of Research Fifth Quadrant CX Featuring Expert Speaker Panel: Featuring Interactive Case Study + Live Feed Demonstration: Driving Personalisation with Real-Time Insights on Digital and Social Media Platforms Facilitated by: Wayne McGlone Group Manager Customer Service South East Water Associate Sponsor: In the Chair: Kevin Watts General Manager, Global NBN Centre of Excellence Telstra Retail Fiona Keough Chief Executive Officer Auscontact Association w Featuring Insightful Mini Workshop on: Digital Disruption in Contact Centres: Meet the Digital Challenge and Embrace the Revolution Facilitated by: Shayne Jackson Director Shayne Jackson Consulting Shayne has been a leader in the contact centre and BPO industry for over 20 years. He has recently served as a director on the board of the Australian Business Process Outsourcing Association (ABPOA). For the past six years he has provided consulting services to leading Corporate and Government organisations with a focus on aligning Customer Experience, Service Strategy, and Operational Performance. As a leader in this dynamic, ever changing industry he has worked with local, nearshore and offshore teams supporting the adoption of strategies and practices that optimise and transform their contact centres.
- 2. Day One Thursday 19th May2016 0800 Registration and Coffee 0815 Opening and Welcome Remarks from the Chair Fiona Keough Chief Executive Officer Auscontact Association 0825 Meet & Greet: In this five minute session, delegates are encouraged to get to know their peers and exchange business cards 0830 Case Study Transforming Service Centres into Revenue Centres: Integrating Digitalisation and Self-Service into Your Contact Centre Strategies • Living the journey from traditional to digital channels • Simplifying in a complex multi-channel operational environment • Creating agent assisted capacity through self-service migration • Sales through good service - importance of a quality contact framework Patrick Nesbitt Head of Channel Optimisation Australia Post 0915 Case Study Implementing an Exceptional Customer Experience Strategy • Tracking changes in churn rate and how it’s related to contact centre service • Leveraging on competitive intelligence and customer feedback to reassess customer service strategies • Streamlining business processes to provide consistent call routing, social media responses etc. • Innovating and assuming a proactive role in customer retention Fiona Evans Vice President, Customer Service DHL Australia 1000 Expert Insight Meeting Evolving Customer Demands with Cloud-Based Services and Technologies When looking to implement cloud-based contact centres what questions should you be asking and how can you avoid the pitfalls? Implementing Cloud contact centres solutions and technologies available and understanding how they should be flexible to support your organisation’s security, process and platform needs is key. How can contact centres improve your customer’s journey by increasing personalisation and by delivering consistent, connected customer experiences across touch points? (Speaker To Be Confirmed) 1045 Coffee and Networking Break 1115 Case Study Driving People Engagement in Your Contact Centre to Build Morale and Consistently Deliver Quality Customer Service Experiences • What is the best way to involve agents in the process improvement, decisions and department goals? • Translating agent engagement to improved customer satisfaction and continued success in contact centre service • Establishing a culture of personal development and action to accelerate creativity in the customer experience journey • Improving existing staff morale with positive public recognition and constructive private feedback Bobbie Reilly Team Manager- Motor Claims Auto & General 1200 p Panel Discussion Is Cutting Jobs the Only Way to Cut Costs? Many Contact Centres are considering layoffs as a way to cut costs. But eliminating jobs does not always result in immediate cost-savings. There are often severance packages to finance and unemployment benefits to cover. In addition, the morale of the employees left behind always suffers. Improving your call centre may be more easily attainable — and more important — now than ever before. Recognising that customer interaction is a key differentiator, organisations can increase the focus on their customers’ experience while keeping a firm grip on costs. Panellists: Stuart Page Associate Director, Contact Centre Workforce Planning Macquarie Group Lisa Randall Head of Client Operations & Risk WEX Australia Paul Cahill Head of Digital Credit Union Australia Wayne McGlone Group Manager Customer Service South East Water Dale Inglis General Manager Victoria Lite n’ Easy 1245 Networking Luncheon 1345 Case Study Reengineering Your Employee Engagement and Operational Excellence Strategies to Create Ownership • Driving a positive agent experience with increased transparency • Providing visible professional and career development opportunities to employees • Establishing a performance based and employee focused culture • Implementing an Employee Assistance Programme (EAP) to encourage the emotional connection Danielle Grehan Customer Relations & Quality Manager Origin Energy 1430 Case Study Achieving Long Term Customer Loyalty and Advocacy Across all Customer Touch Points • Improving First Call Resolution (FCR): “Did we answer the customer’s query on the first call?” • What’s the customer service like up to the level beyond satisfaction? • Improving customer support quality with each customer touch point and interaction within your company • Training agents to effectively resolve complex issues and reduce customer effort • Establishing a strategy to transform satisfaction into loyalty and word-of-mouth Tarnya McKenzie Head of Marketing and Customer Experience Yarra Valley Water 1515 Afternoon Refreshments and Networking Break 1545 Case Study How Do You Create Happy Customers and Make it Work for Your Organisation? • What are the three most important ingredients that will make your customers happy and why? • Creating flow within your organisation around customer advocacy • Making the leap from satisfaction, to advocacy, and then to effort • Creating a self-energising customer service team • The importance of the learning organisation • Going a step further with automated customer service Kevin Watts General Manager, Global NBN Centre of Excellence Telstra Retail 1630 Case Study Maximising Agent Performance and Productivity - Let Your Brand Do the Talking and the Talking Be Your Brand • Brand personification through phone based sales interactions • Changing the sales conversation to stand out • Creating killer agent engagement • Motivation and incentive schemes that drive agent performance and productivity • Leading and inspiring in authentic and transformational cultures Larah James Contact Centre Manager MetLife 1715 Closing Remarks by the Chair Why You Cannot Miss This Event: The role of today’s contact centre is rapidly shifting: Digitalisation is changing customer expectations in every sphere of life and contact centres must ensure that they are prepared to adapt. Not only must the contact centre excel in customer satisfaction, but they must also maintain staff engagement and productivity. The need to improve agent performance and customer experience whilst reducing operating costs is not optional. To survive and compete organisations are focusing primarily on agent satisfaction and effective service for customers. How do you deliver superior customer service? The marcus evansCall to Excellence 2016 conference will provide the answer and benchmark. At this two day event, we will narrow down to tackle the current challenges faced by industry practitioners. While addressing the contact centre industry as a whole, this event will focus on delivering seamless omni-channel customer experience, implementing digitalisation, developing and leveraging contact centre metrics, cloud-based services and Big Data analytics, prioritising workforce optimisation and culture as well as identifying trends in outsourcing and offshoring. This conference will feature an interactive workshop on Digital Disruptions and Implementation in Contact Centres – Five Things Your Organisation Needs to Know to discover how your contact centre can meet the digital challenge and embrace the revolution. marcus evanswould like to thank everyone who has helped with the research and organisation of this event, particularly the speakers and their staff for their support and commitment. Booking Line: Bernardine Michael Tel.: + 603 2723 6604 Fax: + 603 2723 6699 Email: BernadineM@marcusevanskl.com
- 3. Day Two Friday 20th May2016 0800 Registration and Coffee 0815 Opening and Welcome Remarks from the Chair Kevin Watts General Manager, Global NBN Centre of Excellence Telstra Retail 0825 Rapid Re-Cap Session: In this session, delegates are encouraged to discuss and summarise key takeaways / points learned from day one of the conference 0830 Case Study Evolution of Culture and Innovation in the Contact Centre • Are your contact centres still viewed as “white-collar sweatshops”? • Infusing the transformative power of mobility and flexibility to empower customers and agents • Leveraging leadership and culture to drive innovations • Reinforcing effective and consistent change management throughout the organisation • Implementing recognition programmes to generate new ideas and employee involvement Robbie Dickenson Associate Director, Virgin Mobile Operations Virgin Mobile Australia 0915 Case Study + Live Feed Demonstration: Driving Personalisation with Real-Time Insights on Digital and Social Media Platforms Wayne will give a live demonstration of South East Water’s digital services which cover faults and emergencies to account management. • Delivering personalised messages leveraging on real-time data • Utilising predictive intelligence to customise product and service offers • Maximising personalisation while balancing investments in digital channels • Designing your web presence and service innovation for better interactions Wayne McGlone Group Manager Customer Service South East Water 1000 Coffee and Networking Break 1030 Expert Insight: Using Data Analytics to Transform the Contact Centre Game Plan: How Are Customer Expectations Changing? How Can We Change with Them? • Assembling Customer Data and real-time business intelligence to provide holistic customer profiles across channels • Integrating Voice of the Customer (VOC) and Voice of the Agent (VOA) to make actionable and operational changes • Conducting Conversation Analytics to implement business processes such as customer identification and trend prediction • Using Behavioural Analytics and Predictive Modelling to pair callers with the best- suited service representative • Protecting customer information and privacy with increased data security systems and processes • How to creating personalised experiences for customers? Steve Nuttall Director of Research Fifth Quadrant CX 1115 Case Study: Aligning People, Processes and Technology to Optimise and Synergise Contact Centre Operations • Re-examining your current contact centre resources such as labour, assets and technologies • Identifying demand drivers through improved analytics and forecasting, what this means and putting in place strategies and procedures to support and improve outcomes • Developing Standard Operations Procedures (SOPs) to enable consistency, quality and cost control • Leveraging accelerating Information Technology (IT) such as voice biometrics, mobile devices, video and improved agent interfaces to transform centre operations Steve Mitchinson Director of Customer Service Delivery Department of Transport 1200 Networking Luncheon 1300 Case Study: Leveraging Outsourcing to Optimise Contact Centre Operations and Customer Service • Implementing process improvement and digitalisation • Using an outsourcing model as part of organisational strategy to maximise cost savings and customer service • Comparing unacceptable risk factors, increased access to technology and flexibility benefits of outsourcing Rebecca Ullman Senior Manager – Customer Operations Canon Australia 1345 Thought Leaders Insights and Dialogue + Panel Q&A: Building the Future Contact Centre What does the future of the contact centre hold? Today, your customers expect so much more. Contact centre management is changing; through technology and customer self-help services, and the shift towards social media customer engagement and to offshoring. So what does it mean for the future of the traditional contact centre? Talk I Optimising your Contact Centre Management for Tomorrow’s Savvy Customer Companies need to change as their customers do. Customers are more knowledgeable and perceptive than ever before. Simply put, they know what they want. And if they can’t get it from you, they’ll go somewhere else. What can today’s contact centres do to prepare their workforce for these savvy customers, ensuring an outstanding customer interaction every time? Ulrike Ernst Head of Services - Customer and Technical BSH Home Appliances Talk II Aligning Customer Service Strategy to Corporate Strategy As companies put customer experience at the forefront, it’s never been more important to align customer service strategy with business strategy. This talk explores the alignment of customer needs, business strategy, and your company’s approach to customer service. Theo Naicker Operations & Training Manager, Client Services Colonial First State, Commonwealth Bank 1445 Afternoon Refreshments and Networking Break 1515 Case Study Developing Key Contact Centre Metrics to Ensure Effective Execution and Performance Tracking • What does a “good customer experience” really mean? • Revising Key Performance Indicators (KPIs) that measure Customer Satisfaction, Agent Occupancy, Contact Quality and reflect agent training requirements • Identifying performance gaps by tracking the Average Call Handling Time and volume of calls Stuart Page Associate Director, Contact Centre Workforce Planning Macquarie Group 1600 w Mini Workshop: Digital Disruption in Contact Centres: Meet the Digital Challenge and Embrace the Revolution We all know that exceptional Customer Experience is at the centre of business success. We also know that digital disruption has changed the way we connect with our customers across all sectors. In this interactive session, you will discover how your contact centre can embrace the transformation. • Whatistheimpactofdigitaldisruptiononyourbusinessandhowareyouresponding? • Has digital transformation bridged the gap between strategy and execution? • Organisational alignment – why is this more critical in a digital environment? • Knowledge Management’s critical role in the customer’s experience • Challenging traditional thinking in designing and implementing innovative customer centric models • Capturing and using data across channels to make decisions in real time • Embracing analytics, intelligent marketing channels and platform integration Shayne Jackson Director Shayne Jackson Consulting 1715 Closing Remarks by the Chair Supporting Organisation: Withmembershipreachtoover50,000professionalsinAustralia,Auscontact’s Missionistoleadandsupportmemberbusinesseswiththeircustomercontact capability.Auscontact providesrecognitionthroughourrenownedawardsprogram, certificationandaccreditation,networkingopportunities,information,education, professionaldevelopment,benchmarkingandadvocacyonrelevantmatters. Booking Line: Bernardine Michael Tel.: + 603 2723 6604 Fax: + 603 2723 6699 Email: BernadineM@marcusevanskl.com Business Development Opportunities: Does your company have services, solutions or technologies that the conference delegates would benefit from knowing about? If so, you can find out more about the exhibiting, networking and branding opportunities available by contacting: Bernardine Michael, Media & PR Coordinator, marcus evansMalaysia Tel: +603 2723 6604, E-Mail: BernadineM@marcusevanskl.com
- 4. More about theEvent Testimonials from marcus evans Past Events: Good facility and venue - Great opportunity to understand best practices / improvement opportunities in contact centres. Telstra Breadth of experience demonstrated by the speakers with relevant practical examples and related benefits. BOC Australia I think the conference has been great! Very interesting and motivating. I’m going back to work inspired with lots of ideas. University of Wollongong Variety of experts sharing knowledge, expertise and passion for this industry. Shine Lawyers The conference and the speakers were very informative, very worthwhile attending. RACT The variety and level of speakers was amazing. Something for everyone. CHED Qualityofspeakerswasexcellent,Ihavepickedup severalgoodideasandmotivationstochangetheway wedobusinessandmotivateothers. Transurban Group Hearing from peers and leaders in similar fields is extremely reassuring that you are on the right track. RMIT University Media Partners: Matchboard is a free web-based matching service for the contact centre industry. It is the fastest and easiest way to find suppliers for your sales, service and back office operations. From contact centre technology to training, consulting, outsourcing and more, Matchboard.com.au is the go-to site to connect with a shortlist of suppliers which meet your precise needs. CSM istheleadingcommunitywebsiteforcustomerserviceprofessionals.Thewebsitefeatures customerservicearticles,skillsandtipsaswellasadiscussionforumandcustomerservice newsletter.VisittheCSMwebsiteat:www.customerservicemanager.comandjoinforFREE. Since launching in 2011 Contact Centre Central has been committed to supporting the Australian contact centre industry. Our website has a range of useful tools and resources including job vacancies, supplier business directory, conference & events calendar through to industry news and an online consulting service. Visit: www.contactcentrecentral.com Fifth Quadrant Pty Ltd is a Service Strategy Management Consultancy and Analyst organisation. We provide management consulting, service industry reports, customer experience design, customer research and executive training programmes. We work across contact centre, face-to-face, online, correspondence and social media service channels. FifthQuadrant|www.fifthquadrant.com.auisouronlinepublishingandsocialmediadivision. Who Should Attend: General Managers, Managers, Directors, Heads, Team Leaders of: From Industries such as: • Contact / Call Centres • Customer Service / CRM • Customer Experience • Workforce Optimisation • Operations • Sales and Marketing • Business Support • Client Services • Outsourcing • Data & Analytics • Government • Financial Services • Insurance • Utilities • Telecommunications • Education • Healthcare • F&B / Consumer Goods • Service Providers • Aviation • Pharmaceuticals • IT • Retail • Transportation / Logistics • Publishing & Broadcasting (Media) • Hospitality • Real Estate • Recruitment • Disaster & Recovery Endorser: The Contact Centre Institute of New Zealand (CCiNZ) is here to support, educate and engage Contact Centre professionals across New Zealand. It is an incorporated society, established by Contact Centre people, for Contact Centre people and a member of APCCAL, The Asia Pacific Contact Centre Association of Leaders. Running and supporting events that enhance the skill and knowledge of professional in the industry, and providing a portal www.ccinz.org to make connecting with others easy. Associate Sponsor: Mastersoft helps customers take control of their customer information: who they are, their contact details and the relationships they have with other customers and other business entities. Our expertise has been built over two decades of working with clients in a wide range of industry sectors in all imaginable customer-centric applications: from Correct Addressing to Single Customer View platforms, Customer Location applications Anti Money Laundering, Know Your Customer and many others.