Conference Day Two: Wednesday, 24th July 2019
Monday, June 24th, 2019
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