09.00 - 12:00 Workshop A: Working in real-time: Aligning workflow, performance and quality management for productivity boost (includes networking break and lunch)

• Determine agent efficiency through reporting tools and devise processes to measure and improve performance
• Evaluate the ROI for workforce management, training and quality monitoring for improved productivity against cost management requirements
• Assessing feasibility of automating key processes against contact centre service strategy
• Smart usage of self-service applications and IVR for OPEX reduction

Russel Sandlin
Executive Manager, Customer Contact Centre
Gulf Bank Kuwait

Russ Sandlin joined Gulf Bank of Kuwait in 2008; prior to that, he managed large contact centers for Barclays PLC, HSBC, Chase Manhattan, Bank of America, AT&T and Dell. In May 2010, Gulf Bank won the Best Contact Centre of the Middle East at the Banker Middle East awards.

Russ has helped US based investors move their work offshore setting up contact centers in Korea, Mexico, Dubai, Qatar, Pakistan, India, the Philippines, China, Ghana and Kuwait. He is an industry expert in Offshore Outsourcing, BPO, KPO and Contact Centers and is passionate about developing the outsourcing industry.

13.00 - 16:00 Workshop B: Going above & beyond – delivering customer experience that exceeds expectations (includes afternoon tea and networking break)

‘Customers are king’ – matching anticipated service with actual delivery is challenging, especially as consumers become more discerning and discriminating. Recognising excellent customer experience will be a key differentiator and competitive advantage; the concern is realising this within the strictures of contact centre. This session will detail strategic and operational aspects of a customer-centric approach and initiatives to drive customer satisfaction improvement, including:

• Setting up a thorough quality monitoring process & ensuring multiple sources for customer feedback collection
• Contact centre as a key strategic initiative for customer advocacy – effective use of Net Promoter scores and technology
• Seamless customer experience across multiple channels – voice, email, chat and automation
• Is everyone on the same page? Convincing your stakeholders (and especially agents)

Belinda Loizou
Customer Service Manager
St. George Bank Australia

Belinda has worked at St George Bank for the past 12 years in a number of roles within their Award Winning Contact Centre – she is currently the Customer Service and Business Banking Manager for the Parramatta Contact Centre, managing approx. 190 FTE. The Centre is a dual brand channel for both St George and BankSA and handles approximately 5 million calls per year. Belinda’s business units handle direct retail and business customer enquiries and also the groups’ mortgage settlements business.

Belinda has been involved in and currently manages the banks’ remote workforce via their work@home team. She is also on the Australian Tele-Services Association NSW Committee responsible for organizing Team Leader and Manager Learning and Development Forums.