Kimberley Roberts

Head of Member Experience & Engagement RACQ

Conference Day Two: Tuesday, 28 May 2019

Tuesday, May 28th, 2019

10:30 AM Improving Member Call Centre Experience through an Agile Approach to Outcomes Coaching

RACQ are revolutionising the way the frontline call center staff interact with members; investigating and addressing pain points in an iterative fashion. Before April 2018 there was limited resources directed to improving the customer experience within this space; but by taking advantage of a pre-existing team of call quality assurance agents to identify the deep dive into re-occurring themes, RACQ has been able to improve both the member and employee experience with its new approach. In this session:

  • Partnering the Call QA team with Member Experience Design and Member Outcomes Coaching teams to create and deliver multichannel coaching content to team leaders
  • How ‘just in time’ coaching and the agile approach allows service delivery to be adjusted in real time
  • How this approach has been part of the broader cultural change and given a new face to the Call Quality Team

Chaired By:

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

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