Kaizen Attends Super Contact Centre Symposium

I had the privilege of presenting at AIST’s Super Contact Centre Symposium 2019 alongside fellow industry experts with regards to how as an industry we can be better at attracting, recruiting and retaining staff. In attendance was a cross section of industry superannuation leaders who heard from a range of experts who showcased the future of contact centres from an automation, engagement and agent perspective.

Delegates heard insights into:

• How the latest cultural and technological trends are shaping our contact centres in providing outstanding member services.
• What it takes to keep employees engaged and where to find new pools of quality contact centre talent.
• What are the common call types and complaints that we must prepare our contact centre agents for, how to best resolve them and then how to measure and review.
• Understanding our own communication style in order to adapt to others, as well as learning how to maximise individual and team potential through effective communication.
• How we can best connect with our members through the establishment of best practices relating to AI automation.

Standout takeaways:

• Customer experience (CX) is the number one strategic measurement for industry super funds.
• The key challenge facing super fund contact centres is their lack of appetite or clear direction in their approach to CX.
• 55% of organisations don’t have a clear CX strategy.
• 33% of organisations remain lethargic, resistant or neutral in their approach to addressing this important measure.
• Super funds also face a dilemma regarding their investment in and implementation of what constitutes an appropriate multi (non-integrated) or omni channel contact centre service delivery strategy with their members best interests in mind.
• Finding the right balance between the use of robotics and automation with the elements of the role that still very much require a human touch is still a work in progress.

Thank you to AIST for organising such an interesting and informative program which highlighted to me the many opportunities for growth and innovation that exist within the contact centre space.  In my opinion, I left the event feeling that our industry is in safe hands with the level of service delivery members should expect to receive via their contact centres now and into the future.

Best Regards

Chris Goulas – Principal Consultant