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