Answering the Call: Collaborative Improvement and Driving Change in Work at Anglicare Sydney

Answering the Call: Collaborative Improvement and Driving Change in Work at Anglicare Sydney

In this presentation from the Contact Centre Week for Government Summit 2018 Roy Hazelwood, Manager, Customer Contact Centre & Reception at Anglicare Sydney explores:

  • Anglicare’s four-pronged contact centre transformation framework – focus, analyse, develop, execute
  • Inclusion and Co-Design: the difference between being present and following directives and actual inclusion
  • The importance of staff engagement in success and KPI improvement  

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