30 - 31 October, 2018 | Yarra Valley Lodge, Chirnside Park, Victoria, Australia

Theresa Cowan


Head of Contact Centre
CUA


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


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

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