You are exclusively invited to take part in NICE and Black Box’s virtual roundtable event. Join 10 handpicked customer experience and transformation leaders from government organisations for a professionally catered lunch delivered to your door, coupled with an opportunity to explore how we can empower our workforce to think and act ‘customer-first’.
While you enjoy your lunch, you’ll hear from NZ Post as they share their experience managing and empowering an increasingly remote workforce, before moving into a group discussion to delve a little deeper into the topic, providing you the opportunity to learn from your senior peers.
Full info and the option to register below.
Empowering Your Workforce to Think Customer-First
Our employees are at the heart of delivering an exceptional customer experience – they need to be empowered to think customer-first, and have the tools to be able to deliver on that. But in today’s ever-changing world, and with the shift toward hybrid and remote working, the way we communicate both with our teams and as an organisation has shifted dramatically. So, what does this mean for our employee experience?
In this insightful session, we’ll be joined by Chris Linden, Workforce Analyst, and Temuana Philipa (Missy), Contact Centre Telephony Specialist at NZ Post as they share their work in managing and empowering an increasingly remote and hybrid workforce to think customer-first as they navigate both a complex and complete rebrand, as well as the challenges that come with a rapidly changing market.
We will then move into a moderated roundtable discussion led by Nadia Younan, Workforce Optimisation Solution Manager APAC, NICE, where you’ll have the unique opportunity to share and discuss the learnings and challenges you face in elevating the employee experience with your peers. We’ll explore:
– Empowering a remote or hybrid workforce to think and act “customer-first”
– Leveraging WFM technology and practice to maintain operational KPIs in a remote work environment
– Deployment of intelligent self-service to make agents partners in the Workforce Management process
You’ll be joined by
Chris Linden
Workforce Analyst
NZ Post
Chris Linden is the Workforce Planning and Real Time Manager for NZ Post, responsible for all aspects of Workforce Management for the Customer Care Centre. Chris and his team provide resource planning, forecasting, scheduling & Real Time Management for the contact centre of approximately 150 frontline agents. Chris has over 25 years’ experience in Contact Centre Workforce Management.
Temuana Philipa (Missy)
Contact Centre Telephony Specialist
NZ Post
Temuana Philipa (Missy) is the Contact Centre Telephony Specialist for NZ Post. With over 12 years Contact Centre industry experience, Missy brings considerable expertise working with CXone and NICE WFM. Her role is to maintain and improve the technical systems of the Contact Centre. This includes providing technical assistance, solving customer service queries, and troubleshooting hardware and software issues for nearly 200 people across the organisation.
| Your hosts | Produced by |
|---|---|
 < |
|
HOSTED BY
WHEN
Thursday, October 21st, 12.30pm – 1.55pm
| 12.15-30 pm | Your food will arrive via delivery |
| 12.30 pm | Welcome |
| 12.40 pm | Q&A with NZ Post |
| 1.00 pm | Moderated discussion |
| 1.55 pm | Discussion concludes and closing comments |
WHERE
Virtual Roundtable – details to follow