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April 1, 2020

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Contact Centre Fundamentals QLD for 2022

April 3 @ 9:00 am - 4:00 pm

$525

A world of side hustles and at-home agents is here. How will these concepts influence the contact centre landscape of the future?

This workshop is designed to broaden the horizon of the leader and bring quickly into focus, the environment that will be ours.

In this workshop, we will cover Fundamentals in 2022 of:

  • Emerging contact centre people management issues
  • Resourcing the right way for multiple channels
  • Performance metrics across customer experience, channels, sites and roles
  • Technology and the cloud

For the newcomer to contact centre leadership, this program launches you with confidence and knowledge of the interdependencies of performance metrics, technology, operating models, coaching rhythms and resource planning across multiple channels.

But if you’re experienced in contact centres, you’ll know that the pace of change is daunting…

How can we really use AI? When do bots work well? How do you manage inbound, outbound, chat, messaging and social channels?
How do you tackle performance issues, absenteeism and adherence in a world of side hustles and at-home agents?

How does asynchronous messaging work? How do you measure quality in the different channels? What performance metrics will still be around? How do you manage outsourced teams, offshored admin, at-home agents?

Yes, we’ll explore the changing landscape for our centres and our people.

Pricing

  • Price for non-Auscontact members: $525
  • Auscontact members price $250

 

Facilitated by BBB Advisory consulting

Details

Date:
April 3
Time:
9:00 am - 4:00 pm
Cost:
$525
Event Category:
Booking Website/URL:
https://www.auscontact.com.au/events/event/qld-contact-centre-fundamentals-for-2022

Venue

Virtual

Organiser

Auscontact
Phone:
1800 025 727
Website:
https://www.auscontact.com.au/

Other

Suitable for:
Emerging/Future Leaders, Team Leaders, Managers
Start Time
Morning
Duration
6-8 Hours

Thanks to our gold sponsors

livepro logo are 2019 gold sponsors of CX Central Knosys are 2019 Gold sponsors on CX Central