Transforming the Team Culture and Experience to Create a Customer Experience

Transforming the Team Culture and Experience to Create a Customer Experience

Your staff is your most valuable asset in regards to achieving higher customer satisfaction levels. Your customers will only have the experience you want them to have if your staff are creating and providing that experience throughout all touchpoints and channels.

In this presentation from the Government Contact Centre Summit 2017, Marie Jackson, Executive Director Customer Relationships, Department of Housing and Public Works Queensland, explores:

  • Helping team understand the importance of customer experience
  • A case study of the culture and the transformational programme
  • Identifying team pain points to implement new tools and make it easier
  • Focusing on the team experience to enable a customer experience

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