National Senior Manager, Business Customer Contact Channels
11:30 AM DRIVING TOWARDS OMNICHANNEL
As more organisations try to keep up with the next-generation of customer service, omnichannel continues to be a key transformation strategy to enable this. This session will explore Omnichannel 101, referencing the detailed process at Australia Post and why omnichannel is an ongoing transformation to get customers and staff to embrace the new digital and self-service options available.
4:50 PM Closing Panel Discussion: Customer Contact and Customer Self Service – Transforming User Experience and Building Customer-Agent Relationships
Transitioning to more self-service opportunities for customers often recognises that change management is needed for both staff and customers, particularly when it comes to ensuring the best user experience and best relationships are formed despite new channels. This session will discuss strategies for your contact centres to educate customers, as well as support your staff to embrace the new digital and self-service options available.
- Creating a digital experience and self-service outlet without diminishing revenue outcomes
- Remaining human in a digital age: How to ensure a right balance between self-service and human touch
- Analysing customer segments to identify the preferred digital channel