The Ministry of Social Development (NZ) is the world’s first fully converged enterprise infrastructure with over 10,000 desktop users.

This workshop provides you with the first opportunity to hear from and interact with the two people that have significantly changed the way customer contact services are delivered in New Zealand’s largest government ministry.  The capacity of the services have more than doubled, functionality has been dramatically improved yet costs have been lowered! 

The implementation of the IP-based Contact Centre solution has enabled the virtualisation of the entire organisation. It has enabled the use of voice biometric prints for both internal and external verification, the voice enabling of applications for both internal and external usage and the ability to record all voice transactions. Every member of the organisation can inherently be associated with one or multiple contact centres irrespective of location.

This workshop takes you beyond theory –turning the vision into real-world service delivery. 

Registration sponsor:

The first and only journalist ever allowed into the inner sanctum of Nordstrom. Rober wrote THE NORDSTROM WAY to offer insight into how this company became the gold standard of customer service in the USA.

Robert will share the strategy and eight management principles that made Nordstrom into the customer-centric legend it is today.  Learn how to make your company become the Nordstrom of your industry.

Ron Barassi is instantly recognised as an outstandingly successful Australian Football Player and Coach, and as one of the top motivators in the country.  A trendsetter in both his playing and coaching, Ron is a remarkable man with a remarkable insight on leadership that you won’t want to miss hearing first hand.

• Trust as the cornerstone of leadership
• Applying the “golden rule”:  treating others with equal respect
• Understanding why “team spirit” is far more important than “team work”
• Why the most effective leaders lead by example

Discussing Centrelink’s paradigm shift in improving customer service

• Assessing the challenges and achievements and lessons learned
• Creating real change and increased customer satisfaction levels to best practice standards
• Looking towards the future of customer service at Centrelink

• CRM making a difference to thousands of kids and the community
• An overview of what the Smith Family needed from a CRM enabling technology
• Understanding the benefits of CRM to kids, families and donors
• Considering embedded expertise and down the line savings—transferring skills from the provider to the charity
• Discussing the benefits outside the initial scope of the project

Lunch sponsor:

Stream A:  Customer Contact World

In this case-study driven stream, you can explore the strategy and options behind CRM success, hear about the latest in voice, business intelligence and implementation processes crucial to winning new customers and keeping them coming back.

Stream B:  ATA National Conference

In this customer centric stream, you will find interactive sessions and case studies providing you with insights on the strategic elements of contact centre management covering the processes, people and the enabling technology across the contact centre industry.

• Discussing why Hostworks opted for a web-based CRM solution
• Exploring the complexity and challenges of managing a larger CRM solution for their business
• Assessing lessons for your business looking for an alternative to full scale implementation—with many of the same benefits

• Discussing why a supplier of relocatable buildings used in the Sydney Olympics needed a CRM solution
• Exploring the journey that first included shelving a project where developers were hired to create a system from scratch
• Examining the almost immediate benefits of getting it right with a packaged solution: real-time views of customer orders, prospects and sales projections
• Addressing the competitive incentive scheme designed to encourage sales staff to use the software and the bottom line benefits

• Serving Size - Integrate CRM with your companies culture
• Difficulty Rating - Our CRM journey
• Ingredients - CRM must have list
• Substitute Ingredients - Treating members and students as customers
• Tools - Aligning technology, processes and people to drive customer and business intelligence
• Method - Discuss CRM strategies
• Recommended Garnish - CRM department characteristics
• Hints - Lessons Learnt

• Exploring why CABAC found it necessary look to CRM help streamline its business operations
• Discussing the productivity and benefits derived of call centre marketing to that of traditional field sales people
• Assessing lessons for your business and addressing the “great aversion to bolt-ons”
• Examining the ROI and benefits of CRM—and the challenges of implementation

• How do I choose a solution that best fits my needs?
• What are the benefits of CRM?  What should I be aware of?
• How does CRM affect people and processes?

This exclusive Terrapinn innovation facilitates a quick introduction and business card exchange in a light and fast paced session ensuring you maximise your networking potential and your company’s investment during your conference experience.

• Where does Australia sit in the broader Asian picture?
• Is Asia going to be a strategic ally or a formidable foe?
• What trends are emerging that Australia can learn from?
• How do we ensure Australia retains its competitive advantage?

• Discussing the “small” task of educating 10,000 stakeholders
• Assessing the decision making process and thinking that can make a difference in your business
• Learn from the 2004 ATA National Award Winner for Best Greenfield Site!

• An overview of the collections role as a centralised business unit
• Analysing the potential for change and ROI
• Considering the benchmarks leading towards best practice
• Assessing the enablers and the paradigm shifts needed
• Setting best practice standards and going for gold

Topic:  Strategically raising the profile of your contact centre

• This is your chance to ask questions and add your suggestions to these key issues
• Changing internal and external perceptions of your contact centre
• Exploring pro-active strategies to position your contact centre as a critical asset
• Turning C-level executives into contact centre advocates

This exclusive Terrapinn innovation facilitates a quick introduction and business card exchange in a light and fast paced session ensuring you maximise your networking potential and your company’s investment during your conference experience.

• Containing costs and improving customer satisfaction/loyalty by being fast and simple for your customers
• Capturing, analysing and using voice of the customer to turn customer service into a "value centre" for the organisation

Proudly brought to you by:

• The paradigm shift of taking complaint resolution to best practice
• How enabling technologies helped exceed set benchmarks
• How the right benchmarks and reports improve complaint responsiveness
• How to get the right mix of technology and people
• Who are the right people for the job

• Asking the essential question - is the customer always right?
• Examining the fundamental formula for failure
• Making service relationships stressless and easy
• Meeting two simple emotional needs to stop customers going crazy
• Loving the weird, the wild and the wonderful!
• Key success areas for the BEST service strategy

• Is the customer always right?
• Unique perspectives on offer--extracting the importance to your business and industry
• Hear views from industry leaders and share your perspective!

• Understanding the need for change and exploring the opportunity to enhance their customer satisfaction levels
• Driving organisation consolidation through amalgamating 6 regional call centres
• Maturing the model (the benefits of lessons learnt)

• Moving from interrogative customer interfaces to intuitive call prediction - now that's smart
• Small to medium enterprises - can they be part of the smart country?
  

Stream A:  Customer Contact World

In this case-study driven stream, you can explore the strategy
and options behind CRM success, hear about the latest in voice,
business intelligence and implementation processes crucial to
winning new customers and keeping them coming back.

Stream B:  ATA National Conference

In this customer centric stream, you will find interactive
sessions and case studies providing you with insights on the
strategic elements of contact centre management covering the
processes, people and the enabling technology across the
contact centre industry.

• This session will include detailed local and international case studies and provide a glimpse of how speech-enabled, 1:1 service will evolve in the future.

• Customer interaction management, what is it and how can you benefit?
• Understanding the benefits of next generation contact centres
• Discussing the benefits of multimedia, flexible deployment and self-service

• Discussing the innovation of Dulux TradeTxt--a lazy mans innovation
• Exploring SMS/Txt/Wireless communication development and growth as part of a CRM strategy
• Innovation in the world of the technophobe- delivering technology to the masses and harnessing the Txt generation
• Harnessing simplicity and innovation hand in hand to deliver a practical business tool
• Effective business tool or a strong message to the market? TradeTxt delivers both.
• Discussing how Dulux Trade Txt is enabling value and delivery of growth—and the parallel lessons for your business

• Discussing the complexities of managing lead generation and management processes in a national, service-based franchise business
• Exploring the implementation of a customised web-based CRM system to assist in lead management and tracking across a national franchise network

Topic:  Prick up your ears!  What we want from CRM!

• This is your chance to ask questions and add your suggestions to these key issues
• Discussing your wish list for CRM packages
• Exploring the strategies behind good customer relationship management programmes

Poised to deliver enhanced service through speech recognition

• Discussing the business drivers for Speech Recognition
• Assessing calls distribution—helping to achieve higher first call resolution rates
• Ensuring an increase of both customer and staff satisfaction

• Exploring the decision making processes and turning key decision makers into champions of change
• Assessing the process and people changes needed to successfully integrate technological change
• Challenges and successes:  discussing the systematic roll-out of technology

• Discussing our contact centre - the heart of Tower Insurance
• Using relationship-based routing rather than skills-based routing
• Using our call centre to add value to customer relationships

• Getting “Back to Basics”: your people can be your greatest asset – it’s all up to you!
• Assessing:  Who are your customers and/or potential customers?  What are their needs? 
• Discussing ROI: How do you deliver results?
• Internal relationship management and through your people!
• Enabling success in your contact centre

• Assessing the dramatic improvements in absenteeism from 22% to 4% over two years!
• Exploring the conscience strategy to reduce “sickies” in your work place
• Discussing the impact on each individual and their own self-awareness
• Turning absenteeism into opportunities for connecting with staff and becoming aware of issues in their life

• Understanding the cost of stress to you, your staff, and your business
• Identifying early signs of stress in yourself and your staff
• Learning some powerful, 30-second stress buster exercises that you and your staff can use, at any time in the office

• Discussing the impacts on your business of losing key people
• Exploring the opportunities for career progression
• Increasing staff retention – managing the reasons why people stay
• Examining why recruitment is critical

• True or False:  I set the pace for motivation standards at work (whether I know it or not)
• This is your chance to add suggestions to these key issues
• Discussing the strategies you use in combating these issues
• Exploring the policies and programs that provide incentives

Stress in the workplace is increasing.
Workers compensation claims have increased by 400% in the last 10 years,and stress-related illnesses result in the longest periods of absenteeism, averaging over 21 weeks.  Stress acts like a disease itself: it can start with one person and spread through your workforce, quickly turning a productive team into a destructive one.

Why wait until stress becomes a WorkCover issue in your workplace?
Why not learn how to identify the early symptoms of stress in your staff?
More importantly, do you want to learn what to do about it, before it becomes too late and too costly?
This workshop is “a must” for you anyone who cares about these issues.

Persuasive communication, when paired with the right strategy, is a powerful combination that ensures you successfully deliver on your key business or organisational objectives.  It is critical for people to ensure that their managers, teams and individuals are effectively delivering their messages to the right audiences, at the right time, and in the right way. 

The workshop is facilitated by Carol Uden from Rogen International, a global communication consultancy, specialising in the areas of persuasive communication.