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
Release Date: 10/25/2021
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Secrets To Contact Center Success
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A Smarter Way to Improve Your Organisation’s Customer Service and Experience - with Alex Mead
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How to Increase Customer Loyalty by Reducing Customer Effort - with Gabriel Mendez
Secrets To Contact Center Success
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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.
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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.
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How to Create Amazing Team Leaders - with Marc Carriere
Secrets To Contact Center Success
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Two Critical Steps to Successful Strategy Implementation - with Michael Clark
Secrets To Contact Center Success
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info_outlineStephanie 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.
Today, she shares they maintain a positive work culture through values at Southern Cross, and changes they’ve made as a result of lockdown.
You'll Learn:
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The 4 things Stephanie did when she first started as Head of Customer Service (02:05).
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The 5 functions of a team, which formed the basis of a workshop Stephanie ran to foster trust and a positive culture (02:36).
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The 2 common areas her Team Leaders realised they needed to take action in (03:23).
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The 5 things Southern Cross has done to help the health and wellbeing of staff in the Covid lockdowns (04:09).
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One of the aspects of Friday standups which people find really motivating (05:29).
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The 5 ways they embed the organisation’s values at Southern Cross (07:26).
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The 4 steps Stephanie suggests Senior Leaders can take to improve the psychological safety and engagement of their people (09:47).