How Workforce Management Can Help Your Contact Centre Make Better Decisions - with Josh Walton
Secrets To Contact Center Success
Release Date: 07/19/2021
How We Transformed Customer Care at Spark with Digital Adoption - with Dan Cooper
Secrets To Contact Center Success
Dan Cooper is the Head of Digital at Spark NZ. He’s been working in the contact centre industry since the late 90s. Over the past few years, Dan’s lead the transformation of Spark’s customer care with digital adoption.
info_outline
Secrets to Customer Support Success - with John Kelly and Jessica Voss
Secrets To Contact Center Success
John is Chief Revenue Officer at SupportLogic, and Jessica runs Enterprise Sales. With over 50 years’ experience between them in the tech side of contact centres, they know exactly what's needed to reduce escalations and operational expenses, and lift CSAT.
info_outline
Discover a Supportive Performance Management Approach, Which Helps Your People Reach Their Potential - with Justin Baty
Secrets To Contact Center Success
Justin Baty is the Auckland Cars Regional Manager at Turners Auto Retail. With 9 years’ experience in the business, he’s seen firsthand how the company’s supportive performance management process is highly effective at getting people back on-track and reaching their full potential.
info_outline
How the Next Generation of Conversational AI Can Revolutionise your Contact Centre - with David Stone
Secrets To Contact Center Success
David Stone is a Senior Vice President at the conversational AI startup, Curious AI.
info_outline
A Smarter Way to Improve Your Organisation’s Customer Service and Experience - with Alex Mead
Secrets To Contact Center Success
With 20 years experience as Chief Customer Service Experience Director at organisations across multiple industries, Alex has discovered many companies have critical parts missing from their customer experience equation, leading to poor outcomes for customers.
info_outline
How to Increase Customer Loyalty by Reducing Customer Effort - with Gabriel Mendez
Secrets To Contact Center Success
Gabriel Mendez is an auditor and senior consultant in customer experience processes and technology applications. Based in Mexico City, Gabriel has decades of experience in contact centre data and voice technology, and has been a judge for industry awards in Mexico and Colombia.
info_outline
Tips on How to Modernise Your Reporting, To Empower Managers to Make Better Decisions - with Immanuel Joseph
Secrets To Contact Center Success
Immanuel Joseph is the Reporting Manager at Allianz Australia. With a master’s degree in IT, Immanuel has worked in the Allianz contact centre for the past 4 years to modernise their reporting.
info_outline
How We Maintain a Positive Work Culture Through Values, and Changes We Made as a Result of Lockdown - with Stephanie Riordan-Edmonds
Secrets To Contact Center Success
Stephanie Riordan-Edmonds is the Head of Customer Service at Southern Cross Health Society. She’s been in the contact centre industry since the mid 90’s, and loves making a difference to customers and her people.
info_outline
How to Create Amazing Team Leaders - with Marc Carriere
Secrets To Contact Center Success
Marc Carriere is the creator of the 7 Pillars for Creating Amazing Team Leaders course. With 35 years’ international experience in the contact centre industry, he's managed contact centes, owned one, won industry awards, and consulted with businesses, coaching and mentoring their Centre Managers and Team Leaders.
info_outline
Two Critical Steps to Successful Strategy Implementation - with Michael Clark
Secrets To Contact Center Success
Michael Clark is the Principal Consultant at CXTT Consulting. He has more than 20 years experience in the contact centre industry across both the private and government sectors. He helps organisations with their transformations in the CX and technology space.
info_outlineJosh Walton is the Workforce Planning Manager at Allianz Australia.
He was the Auscontact Association, National Workforce Management Champion for 2020. And he was part of the Workforce Optimisation team that won the National Operations Award in 2019.
Today, he shares how your workforce management team can help your contact centre make better decisions.
Josh’s Top 3 Tips For Creating A High-Performing Workforce Management Team:
-
Continue to invest in training and technology for your team. Which also means grabbing as much budget as you can for your team (14:59).
-
Develop a diversity of strengths within your team. Josh is also a big fan of using CliftonStrengths to understand team members’ innate strengths, so he can assign the right person to the right project (15:31).
-
Collaborate with your team to come up with what Josh calls ‘operating principles’ you expect each other to follow (16:14).
You'll Learn:
-
The value that your workforce management team adds to your business, which often goes unnoticed (02:13).
-
The 3 steps Josh took to turn his workforce management team into a major contributor to the business (05:18).
-
The principle he applied from professional sports, that he credits for helping win the National Operations Award in 2019 (09:12).
-
Exactly what he looks for when hiring great workforce planners and analysts (10:33).
-
The way he motivates his team to ensure new hires are successful in their roles (12:48).
-
The philosophy Josh has when it comes to hiring (13:50).
Connect with Josh on LinkedIn: https://www.linkedin.com/in/joshua-walton-524120108/