Customer Contact Week Digital ANZ 2021

25 - 27 May, 2021 | Free Online Event |AEST
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Renzo Urzua

Global Contact Center Management Trainer Mastercard

Renzo works currently in Training and Design Implementation for the Mastercard Global Contact Centre organization. In this role, Renzo liaises with 37 different BPO’s globally, to ensure these contact centres are aligned with Mastercards global strategy. This includes the implementation and alignment of universal resources and systems. Renzo has more than 18 years of experience in Management, Training and Quality across different call centers including commercial and consumer finance, sales, insurance, Direct TV and charities.

Day One - 25 May 2021

2:30 PM Pivoting Mastercard’s Contact Centre Strategy During Times of Disruption

With a number of contact centres situated around the world, run by multiple service management providers, and the disruption due to COVID-19, Mastercard had to pivot their cx strategy to continue to service customers and provide an excellent customer experience globally,

 

  • Exploring Mastercard’s journey & how we addressed the impact of Covid 
  • Driving agent engagement and ensuring metrics and standards are met
  • Leadership training through Covid and new ways of coaching   


Ondemand link : https://event.on24.com/wcc/r/3173813/55B898E7EEFA06AD566FE50889E0D6F7                                                                                                                                                                                  

In Partnership With :

CX Network

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