15 - 16 October, 2019 | Yarra Valley Lodge, Chirnside Park, Victoria, Australia

Exchange Day Three: Wednesday 31st Oct 2018

8:00 am - 8:30 am Breakfast & Registration

8:30 am - 8:40 am Chairperson's Opening Remarks

8:40 am - 9:20 am Rethinking KPIs: Improving Customer Centricity And Staff Performance By Gamifying Behavioural Incentives

Luke Jamieson - Head of Service Centre, First State Super
Traditional KPIs highlight behaviours of people that fit a certain personality. How can leaders maintain high morale of the larger staff section not in the ‘Top Performers’ segment? How can they bring the entire workforce to enjoy healthy competition and continuously develop essential skillsets? What do the KPIs of the future contact centre look like? Addressing these questions and more, Luke shares how he created a sustainable culture at First State Super prioritizing fun as strongly as performance.

  • Tailoring KPIs incentivizing best practices across all skillsets by focusing on individual strengths and skills development
  • Gamifying staff performance through badges and recognition that boosts staff engagement and morale
  • Leveraging real-time analytics and performance metrics to tailor personalized improvement/training regimes
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Luke Jamieson

Head of Service Centre
First State Super

9:20 am - 10:00 am Cutting Cycle Times And Improving First Time Issue Resolution By Structuring Service Teams Into Agile ‘Swarms’

Claire Johnston - Head of Business Customer Care, Telstra
At Telstra, Claire champions a first-of-its-kind service model in the contact centre industry spanning across 700 agents situated in Australia,
India and Philippines.
The Situation: A team structure clubbing resources according to their level of expertise/skillsets.
The Challenge: Low service satisfaction and first-time issue resolution; High call transfers;
The Solution: Inspired by IT team structures, Claire grouped agents into ‘swarms’ i.e. grouping agents with mixed technical and service expertise, and deployed automation to empower them with right tools and capabilities.
The Results: Lower cycle times and call transfers/escalations, rapid issue resolution and improved cross-channel customer experiences.
This case study documents the ‘what’, ‘how’ and ‘why’ of this transformation, providing insights into results to date and lessons learned form this journey around:

  • Implementing ‘swarms’ i.e. grouping agents with mixed capability sets for rapid resolution of issues ranging across multiple levels of complexity
  • Adopting agile principles to constantly iterate and implement new ways of working
  • Speeding up agent issue resolution through automated diagnostic support
  • Managing change fatigue to ensure project success
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Claire Johnston

Head of Business Customer Care
Telstra

Room One

10:00 am - 10:30 am BrainWeave™ - Overcoming Challenges With System Integration And Data Migration Within Your Contact Centres
Russell Murphy - Contact Centre Performance and Improvement Manager, Service NSW
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Russell Murphy

Contact Centre Performance and Improvement Manager
Service NSW

Room Two

10:00 am - 10:30 am One-to-One Business Meetings

10:35 am - 11:00 am Morning Tea & Networking Break

Room One

11:00 am - 12:05 pm BrainWeave™ - Getting The Off- Shore/On-Shore Operations Mix Right
Gregor Hartnell - Head of Customer Experience, RateMyAgent
Facilitator:
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Gregor Hartnell

Head of Customer Experience
RateMyAgent

Room Two

11:00 am - 11:30 am One-to-One Business Meetings

Room Two

11:35 am - 12:05 pm One-to-One Business Meetings

12:10 pm - 12:50 pm PANEL DISCUSSION: Agent of The Future: Skill-Sets For Success In A Complex Customer Service Environment

Campbell Wright - General Manager Contact Centres, ANZ
Craig Mendel - Head of Customer Contact, TAL
Lauren Reid - Head of Insurance Direct Service, MLC Insurance
In an automated, digital-first contact-centre, service agents must develop the right skillsets to effectively serve complex customer needs and build brand value. This session will see leaders share the recruitment policies, performance metrics and skillsets they adopt to enable a productive and competent service team of the future. They share insights into:

  • The core competencies of a successful customer service agent of the future
  • Attracting the right talent that aligns with and champions the business’s CX agenda
  • Empowering your staff with the right tools and capabilities to deliver personalized and efficient service
  • Managing staff mental health and well-being through training and benefit programs driving a motivated service culture
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Campbell Wright

General Manager Contact Centres
ANZ

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Craig Mendel

Head of Customer Contact
TAL

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Lauren Reid

Head of Insurance Direct Service
MLC Insurance

12:50 pm - 1:30 pm Improving Agent Efficiency And Effectiveness Through A Mobile-First And AI-Powered Service Experiences

Mark Baylis - Vice President, Customer Service and Digital Customer Engagement, Optus
Chatbots and virtual assistants are on the radar for most organizations but many stumble with the management of data, workflows and customer journeys to operationalize this potent solution. Moreover, the learning curve for customers and agents to adopt these solutions is a
challenge. Addressing these challenges and more, Mark shares his journey from Optus to provide insight into what the future of contact
centres would look like in an increasingly automated and digitized environment.

  • Developing an omni-channel service experience branching out of the mobile application
  • Creating a clear application case and workflow for chatbots and digital layers to blend with your contact centre operations
  • Addressing challenges with customer education and engagement to adapt a digital-first service experience that’s balanced with appropriate human connections
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Mark Baylis

Vice President, Customer Service and Digital Customer Engagement
Optus

1:30 pm - 2:15 pm Lunch & Networking Break

Room One

2:15 pm - 3:20 pm BrainWeave™ - Bringing Agile Principles To Contact Centre Transformation For Rapid Innovation And Iteration
Campbell Wright - General Manager Contact Centres, ANZ
Facilitator:
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Campbell Wright

General Manager Contact Centres
ANZ

Room Two

2:15 pm - 2:45 pm One-to-One Business Meetings

Room Two

2:50 pm - 3:20 pm One-to-One Business Meetings

3:25 pm - 4:00 pm Personalizing Customer Service And Reducing Agent Reliance Through A Self-Service Contact Experience

Russell Murphy - Contact Centre Performance and Improvement Manager, Service NSW
Service NSW, the front-line for service experiences across multiple government agencies, witnesses a rapid growth in its service portfolio - 2
new customer service offerings are added per week on average and call volumes across its contact centres have increased 25% Y-o-Y. In a bid
to balance service costs with scaled personalization, Russell documents his experiences with one of the service lines delivering a world-first, digital driver license to NSW residents, sharing insights around creating a self-service oriented contact centre strategy by:

  • Leveraging design thinking principles to tailor the digital experiences that customers easily adopt
  • Delivering multiple large scale projects through agile project management
  • Integrating customer channels and agent interfaces with CRM intelligence for reduced service reliance and scaled personalization of customer interactions
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Russell Murphy

Contact Centre Performance and Improvement Manager
Service NSW

4:00 pm - 4:10 pm Chairman’s Closing Remarks & End of Exchange