General Manager, Channel Operations – Global Contact Centres
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
- 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?