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Masterclass

MASTERCLASS A: Thursday, 31st August 2017

5:30 PM - 7:30 PM How to Lead Change Within your Organisation for Digital Transformation

Sean Hewitt, Head of Digital Service Design, Department for Work and Pensions UK
What the workshop will cover:
· An overview of the digital transformation for the DWP and how this has impacted the contact centres
· Adjusting your work practices to support changes
· Identifying communication efficiencies through use of new channels
· A cultural development and developing a leadership culture
Key Takeaway’s:
  • Gain an understanding of the communication essentials when undertaking large scale organisational change
  • Tips to effect cultural change - how to help managers see themselves as 21st century leaders and communicators
  • How to shift front line employee focus from local, here and now, towards longer term organisational vision and aspiration
  • Engaging team to buy into the whole concept and support the change
  • Learning how to set realistic KPIs for customer service team to measure their performance and engagement

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Sean Hewitt

Head of Digital Service Design
Department for Work and Pensions UK

MASTERCLASS B: Friday, 1st September 2017

1:00 PM - 3:00 PM OMNI-CHANNEL CONTACT CENTRE- PROVIDING THE SAME LEVEL OF SERVICE AT EVERY TOUCHPOINT

Russell Murphy, Transformation and Deployment Manager, Service NSW
What the Workshop Will Cover:
· Tips for managing social media successfully to increase customer engagement and feedback
· Strategies on how data analytics can provide actionable insights from your customer
· Tips for making your Omni-channel a better experience
· Identifying best practices for providing effective Omni-Channel and Multi- Channel
Key Takeaways:
  • Identify what channels are best fit for you organisation and strategy
  • Develop training techniques to ensure team are multi-skilled in all touchpoints
  • How can Auto Bots be managed within the contact centre to create efficiency and enhance the customer experience
  • Understanding how to best manage a webchat team and measure it’s success
  • How to prioritise and forecast the best channels your customer wants to engage in

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Russell Murphy

Transformation and Deployment Manager
Service NSW

MASTERCLASS C: Friday, 1st September 2017

3:30 PM - 5:30 PM MANAGING CUSTOMER COMPAINTS AND ACHIEVING HIGHER CUSTOMER SATISFACTION RATES

Your team are 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 team are creating and providing that experience throughout all touchpoints and channels. By attending this workshop you will be able to learn how to manage customer complaints efficiently, and deliver a great customer experience through different improvement strategies suitable to your business and your customers’ needs. Join this interactive group to learn from the facilitator and your peers.

What the workshop will cover:
· Providing sufficient team training to ensure team are as knowledgeable as possible: Knowledge is power and creates good working climates
· Monitoring all KPIs, stats and facts to track whether customer satisfaction is positively influenced by more productive and engaged team
· Understanding how to Strategically decide what and how to measure team performance and engagement
· What are some strategies to measure satisfaction and how can this be applied
· Call recording – how to define a good call
Key Takeaways:
  • Tips and tools for managing complaints through different channels
  • How to run a quality programme within your contact centre
  • Empowering your organisation to deliver what your customers want, based on real-time data collection and advanced analytics
  • Including forecasting abilities to move towards proactive customer service
  • Identifying the best ways how to covert data into actionable insights in your organisation