Tim Powell

National Contact Centre and Operations Manager Teacher’s Mutual Bank

Conference Day Two: 17 March 2021

Wednesday, March 17th, 2021

2:10 PM Delivering an Effective Framework Designed For the Consumer to Improve Customer Relations

Teacher’s Mutual Bank’s Tim Powell will deliver a case study on the operational side of delivering effective customer service. With a new take on contact centres, he will discuss TMB’s journey in understanding what their automated teams now look for from contact centres, and the importance of working with IT and stakeholders to deliver service excellence.

  • Understanding what is more effective for improving culture and customer relations: a bottom up or top down approach?
  • Focusing on critical shifts in behaviours and reinforcement techniques for team members
  • Integrating formal and informal interventions while monitoring cultural evolution


Check out the incredible speaker line-up to see who will be joining Tim.

Download The Latest Agenda