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Contact Centre Fundamentals for 2022
April 21 @ 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.
- Price for non-Auscontact members: $525
- Auscontact members price $250
Facilitated by BBB Advisory consulting and delivered via ZOOM.
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