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

Lauren Reid


Head of Insurance Direct Service
MLC Insurance


9:40 AM PANEL DISCUSSION: Planning For Success: Tailoring An Omni-Channel Service Strategy Driven By The VOC And Data Analytics

Digital tools and channels promise great cost-efficiencies but inadequate planning and change management can subdue the benefits derived. Is our digital experience driving value for the business and customers? Should we offer customers all channels or should we teach them to adopt certain behaviours? Have we got adequate skillsets and resources to deliver on the proposed change? Answering these crucial questions and more, our leaders address how they balance cost efficiency with customer satisfaction through a contact centre strategy:

  • Leveraging VOC to integrate contact centre operations into the end-to-end customer journey
  • Changes with contact centre leadership and management in a digital-first ecosystem
  • Identifying the most relevant channels for your customers through data analytics on customer interactions
  • Ensuring adequate resourcing of staff and skillsets for your service requirements

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

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


Check out the incredible speaker line-up to see who will be joining Lauren.

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