General Manager, Member Services and People
3:25 PM Case Study: Educating Employees and Changing Recruitment Strategies at Energy Super to Enhance Member Experiences
Energy Super has developed a program over the past 18 months which focused on educating contact centre members and change their recruitment strategies to be able to develop deep and meaningful conversations with their service members. The training program is designed around compliance requirements which not only keeps staff multiskilled and engaged, but enhances member experiences and keep up with recent digital transformation projects.
- How Energy Super is changing their recruitment to develop a diverse, multiskilled workforce
- Tapping into new support strategies your agents need to engage in new ways with customers
- Recognising empathy and knowledge as the key drivers enabling agent engagement and best customer service interactions