14-15 June
The Peninsula Manila, Makati City, Metro Manila, Philippines

Daniel Edwards


General Manager, Channel Operations – Global Contact Centres
Telstra


12:00 PM CASE STUDY: Devising a Succesful Customer Resolution Strategy to Scale Up Operational & Service Excellence

  • Application of Telstra’s ‘zero based thinking’ in customer resolution as a game changer for contact center operations
  • Reviewing key challenges and milestones to date
  • The surprising results: Driving the digital agenda, achieving significant efficiency and reduction in agent variation

3:00 PM PANEL: Fostering Digital Habits in Customers to Increase Digital and Self-Service Uptake

  • What are the benefits and challenges towards increasing digital and self-service uptake?
  • Formulating the right strategy to influence customers for faster transition and adoption
  • Enhancing digital and self-service platforms to meet changing customer needs?


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

Download The Latest Agenda