Contact centre jobs can be demanding and may not be as well-regarded as other career options, which can lead to high turnover rates among employees. Contact Centres are notorious for high call volumes and customers expect call centre representatives to have the knowledge and expertise to handle all customer inquiries and troubleshoot technical issues. With that in mind, it’s imperative organisations invest in their staff and equip their employees with the tools needed.

This session will discuss: 

· Providing comprehensive training to customer service representatives: Ensuring that customer service representatives are well-trained and equipped with the knowledge and skills to handle customer inquiries and complaints effectively to help them resolve problems quickly and effectively.

· Creating a culture that empowers customer service representatives: Providing customer service representatives with the autonomy to make decisions and resolve customer issues can help them act quickly and effectively.

· Providing a quality monitoring program: Implementing a quality monitoring program to evaluate agents' performance, can help to identify areas of improvement and ensure that customer service representatives are providing a high-quality service.

It’s important for organizations to be continuously working on improving the customer experience and customer engagement by implementing new technologies like AI, Chatbots, IVR etc. Time and monetary investment is important to build out the right technology ecosystem to strategically focus on the long-term vision of customer service, customer engagement and a multi-channel approach.

Auto & General Insurance have 40% of customer enquiries online with the focus to push 60% of customer enquiries online by EOFY 2023.

With that in mind, this fireside chat will address:

·       What steps have been taken so far to assess, invest in and implement the right tech stack to support self-service?

·       Assessing where human interaction and touch points fit into the contact centre journey

·       What does a multi-channel CX look like at Auto & General Insurance?

·       Collaborating with other departments, such as marketing and product development, to ensure that customer needs and feedback are being considered in the company's overall strategy