28 February - 01 March, 2019 | The STAR Gold Coast, Queensland, QLD

Claire Johnston


Global Contact Centres – Domestic (Service and Complaints Lead) Executive
Telstra


3:25 PM Case Study: Simplifying Services and Contact at Telstra Through Automation and Future Ways of Working

Telstra is embarking on a long term strategy to reduce a third of their call volumes by 2022. This will give opportunities for agents to better handle complex enquiries and achieve customer service excellence. The success of the strategy is influenced by blending together opportunities in sales and service and broadening customer interactions through automation and other channels to ensure each customer is delivered a simplified and efficient contact service. With the adoption of digital innovation, it also involves transforming the way agents work and how teams are structured to ensure that continuous and high standard of customer service interaction. In this session Claire will discuss:

  • Utilising agile and human-centered design to empower teams to own and develop best practice to service delivery
  • Making sure each moment matters with customers to continue to develop trust and adoption to new interactive channels
  • Speeding up agent issue resolution through automated diagnostic support


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

Download The Latest Agenda