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Auscontact Association

Customer Service Strategy

Complimentary

Snapshotz Online

Webinar

Thursday 9 August
12:00pm to 1:00pm AEST

Webinar

Complimentary

The Science of Strategic Customer Service

Customer Service is a strategic asset and needs a quantifiable, scientific approach that brings value to organisations and their customers, employees and stakeholders.

In the past, the focus has been operations, however as Customer Service and Customer Experience are emerging to become frontline ammunition in the fight to gain and retain customers, deliver services more effectively to citizens and rate payers.

Savvy organisations are employing increasingly strategic approaches to Customer Service management.

Join this webinar to:

  • Learn how successful organisations are employing a scientific approach to Customer Service and how Auscontact accreditation programme can assist
  • Learn from professionals across the world who are delivering an integrated organisational customer service effort that goes beyond traditional Contact Centre operations.

Register

Speakers:

Michael Clarke Michael is a Senior Executive at the Fair Work Ombudsman. Michael currently leads the Technology & Innovation branch which is driving technology transformation to improve the overall experience for employees and customers. Michael is an accidental technologist, having lead and sponsored numerous technology improvements in his career, joining up the benefits that business-driven change and new technologies can deliver to organisations. This was recognised in taking on his current role which has transformed the approach FWO takes to projects and technology delivering an increased velocity and quality of change and improvements. Michael has a passion for ongoing improvement and delivering outcomes and has a background in leadership of customer service and engagement in the Public Sector, and before that in Financial Services. Apart from his day job, Michael is also a husband and father of 4 sons is an ambassador for White Ribbon Australia; and is actively involved with his local junior rugby club.
Paty Trejo Paty Trejo is the Contact Centre Director for Consejo Ciudadano de la Cd. de México (Citizen Council of Mexico City) a position she has held since 2014.  Paty is responsible for the citizens’ support against violence and crime centre working with a specialised work teams that include lawyers and psychologists. Paty counts over 25 years in customer service and the Contact Centre Industry commencing in 1993, where she has developed, implemented and operated Call Centre operations for Sales and Customer Service. Patricia holds a degree in business administration with a speciality in the area of ​​Marketing.
Gabriel Mendez Gabriel Mendez counts mor than 20 years in the industry and has been part of Consultative Committees for methodology, developments and platforms for Contact Centre Certification, in Mexico and internationally. He has conducted more than 200 certification processes in contact centres across a variety of industries and sizes ranging from 15 to 2,000 positions applying the Snapshoz Online platform and methodology. The types of centres range from customer service, sales, help desk, collections; Corporate or SMB; In-house and BPO. He has also led many contact centre implementations and has seen the journey from cost centre to strategic application.
Lesley Lindsay Lesley Lindsay is a Senior Leader at VicTrack and currently leads the Customer Relations comprising of Account Management, Pre-Sales Engineering, Telecommunications Project and Quality Teams. This is part of the Telco Group driving technology and transformation to improve the experience for public transport users, State Government and customers. Lesley is passionate about leading people and helping them achieve their goals and reaching their potential. She believes successful teams are built with the right people in right roles and supporting these individuals with a leadership style that is energetic and enthusiastic. This combined with a strong teamwork ethic and vision, a robust coaching practice and consistent disciplines creates high performing teams. Lesley is an ambassador for The Orange Pigeon Australia, the only “wish” charity for terminally adults.
Angelica Vela Angelica Vela is the Customer Care and Collections Director for Royal Holidays Mexico’s leading travel booking site with over a 150 contact centre agents. They provide services for Vacation club world members in several languages. She has acquired extensive experience in the travel and tourism industry and is focused on improving the Member's experience and satisfaction. She holds a Tourism degree and several certifications in Managerial skills and Coaching and is regarded as one of Mexico’s experts in operations, including specific support areas such QA, WFM and Onboarding.

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                       Event update, Q1, 2018.

8th Feb 2018 - Auckland, New Zealand -
REGISTER

16th Feb 2018 - Melbourne, Australia - REGISTER

21th Feb 2018 - Perth, Australia - REGISTER

23rd Feb 2018 - Perth, Australia - REGISTER

6th Mar 2018 - Colombo, Sri Lanka  - REGISTER


Over the first quarter of 2018, together with like-minded partners, we offer opportunities for customer service professionals to network in a convivial setting to share experiences and knowledge. The aim is to shorten the learning curve for us all and drive benefits for our organisation.

*****

Snapshotz Online is a customer service assessment and benchmarking tool that is employed by over 2,000 organisations globally. It provides organisations and customer service professionals from agent to the board level insights into current best practice.


Developed by Customer Services Audit in 2009, Snapshotz forms the accreditation tool for Auscontact Accreditation programme as well as other national customer service associations globally.


www.customerservicesaudit.com   info@customerservicesaudit.com

PO Box 147210, Ponsonby, Auckland 1144, New Zealand. T: +649 376.2806





FEB 16th.


How do we ride the crest of customer service challenges in 2018?



Market conditions, advancing cloud based technologies, multiple communication channels, the advent of artificial intelligence are some of the pressures being brought upon organisations and those heading customer service delivery.

From an organisational perspective there are many aspects to consider:


  • Matching Organisational Structure and emerging technologies to meet customer needs
  • Matching organisational structure to meet customer needs complemented by refreshing technology
  • Old skills vs. new skills and management perspectives
  • Blending of marketing, sales and customer service
  • Blending of operations and customer service
  • Customer service running supply chain


Join a host of industry practitioners from diverse sectors to discuss how these forces in 2018 will drive your own response as well as your organisations.


The format for the event will be a community discussion where everyone attending can join in. The session will be moderated by Deepak Selvaratnam, Director Customer Services Audit.


This is an opportunity for the community to engage in a social environment where drinks and nibbles will be hosted by Zendesk.


A $20.00 donation to charity per person will be received at the door. If paying by Credit Cards a surcharge will be levied.

REGISTER

Contact us: maria@customerservicesaudit.com


 

FEB 16th.


Zendesk

67 Queens Street, VIC 3000.


3.00 P.M. to 6.00 P.M.


$20.00 donation to (http://www.cancervic.org.au/) per person will be received at the door.

Event registration is on Eventbrite

REGISTER


Zendesk

Zendesk is the leading cloud-based customer service software solution. More than 100,000 companies such as Uber Groupon, Box, Airbnb and Disney are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Loved by both service teams and their customers for its beautifully simple interface, Zendesk is easy to try, buy, implement, and use. Learn more at http://www.zendesk.com






Snapshotz Online

Snapshotz Online is a customer service assessment and benchmarking tool that is employed by over 2,000 organisations globally and provides organisations and customer service professionals from agent to the board level insights in current best practice.

Developed by Customer Services Audit in 2009, Snapshotz forms the accreditation tool for Auscontact Accreditation programme as well as other national customer service associations globally.






See the list of events for the first quarter of 2018

8th Feb 2018

Auckland, New Zealand

Innovation, diversity and measurement, the game changer for Customer Service and Customer Experience in 2018.

Please contact Maria@customerservicesaudit.com if you would like to register.

16th Feb 2018

Melbourne, Australia

How do we ride the crest of customer service challenges in 2018?

https://www.eventbrite.com.au/e/how-do-we-ride-the-crest-of-customer-service-challenges-in-2018-tickets-42182973409

21th Feb 2018

Perth, Australia

Reaching for the stars.

https://www.auscontact.com.au/events/event/wa-reaching-for-the-stars

23rd Feb 2018

Perth, Australia

Continuous improvement and best practice

https://www.auscontact.com.au/events/event/wa-customer-service-essentials

 

6th Mar 2018

Colombo, Sri Lanka

Innovation, diversity and measurement, the game changer for Customer Service and Customer Experience in 2018.

Please contact Maria@customerservicesaudit.com if you would like to register.