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Engaged & Productive In The New Reality
A great insight into managing remote contact centre teams!
Join us in this online-live event as we discuss with leaders in the contact centre industry what is needed to lead engaged and productive remote contact centre teams.
How do you keep contact centre teams engaged when you can’t have them in the office at one time?
How do you ensure teams remain productive working from home?
What is the new reality for contact centres?
Over these past few months, contact centres around the World have had to accelerate their plans to work remotely.
With the return to the office plans seemingly unclear for both the government and organisations and expectations changing for what is possible with remote working, there is a need for an exploration of emerging practices that are supporting contact centre teams succeed in a virtual environment.
Find out all this and more as we invite industry leaders to join Director Sean McGinn for a conversation on this challenging topic.
About the Guests:
Host: Sean McGinn, Director, The Agile Contact Centre
Sean spent 20 years working in operations at one of the world’s best-known organisations, General Electric. There, he learned the art and science of operational leadership, and how to improve systems of work in order for people to harness their potential and deliver unforgettable experiences.
In 2010, he started seeing ‘agile’ in practice while working with technology delivery projects and saw a new possibility. Applying this way of thinking to solve problems within teams, Sean is now reinventing the contact centre world, and shares these stories through The Agile Contact Centre podcast.
Sean has worked with teams of up to 300 people across Australia and overseas. His experience covers brand launches, embedding new vision and values, new product introductions, technology implementations and migrations, and helping teams effectively navigate remote working.
Sean is genuine and authentic and provides clients with the structure and coaching they need to bring possibilities to life.
The result is human-centred, customer-focused solutions that provide great experiences and deliver better results by identifying and removing wasteful processes and systems of work.
Outside of work, Sean spends his spare time learning Spanish, playing the guitar and perfecting sourdough.
Guest 1: Hefin Evans, Head of Service ANZ, Philips
Hefin heads up the Australia & New Zealand Service business covering all aspects of their operational, technical and sales for Philips Health systems.
He has a background in Sales and Marketing, along with General Management within MedTech businesses in A&NZ.
He is passionate about how to develop high performing teams through trust and collaboration, and an absolute focus on ensuring experience management is at the centre of their business operations.
Guest 2: Rachel Garrett, Head of NZ, Shopify
Rachel leads a large team of leaders providing customer support for Shopify, one of the largest and fastest-growing e-commerce companies in the world. Shopify is a digital-by-design company and Rachel’s teamwork entirely from their homes in New Zealand.
Rachel’s leadership experience includes working at iconic New Zealand companies such as Kiwibank and as Head of Customer Support for Trade Me.
Working from home allows Rachel to ditch commuting and high heels and spend more time with her family while continuing to do work that she believes in.
Guest 3: Jacob Drake-Potts, Head of Member Services, UniSuper
Jacob is the Head of Member Services at UniSuper, one of Australia’s largest and best-performing super funds dedicated to the higher education and research community.
Jacob is passionate about human-centred design and strives to create an environment where his teams can self organise and experiment to find the right solution. He is a free thinker who has some big ideas on what the future of work could look like in contact centres.
And because he started his contact centre career on the phones, he brings a unique perspective on what it takes to build engaged and purpose-driven teams
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