August 11, 2016
I have been in Sydney this week recording podcast interviews with technical leaders south-of-the-border. It never ceases to amaze me just how generous and insightful fellow geeks are. To the geeks of the world: Keep being awesome!
But more on the podcast in a later post…
Earlier in the week I chaired and facilitated parts of the 16th Annual Government Contact Centre Summit. It’s been wonderful to spend time with Contact Centre professionals from around Australia and New Zealand. They are equally as passionate and insightful as the technical leaders, but their primary passion is Customer Experience. Such a critical focus to have, and an underpinning foundation for Digital Transformation.
I caught stand-out presentations from Maree Matthews, Hugh Greenough, Damien Robinson, Chris Jones, and Jennifer Bednar’s tag team presentation with Sasha Lord.
I was privileged to have the opportunity to lead the pre-conference focus day. A much smaller group of 12 dedicated delegates who brought their challenges, experiences and wisdom and shared openly and generously with the group.
What I find really interesting about these sorts of events is the universality of the challenges and the insights. The lessons here are equally as relevant to teams outside of contact centres. In particular, if you’re driving large scale change, rolling out a digital strategy or otherwise, there’s wisdom here. After all, digital transformation is 50% people.
Challenges that emerged from discussions throughout the day were:
Themes emerged from presentations and discussions to address the challenges above.
The main concern for challenge 1 seemed to be that staff were unexpectedly absent due to low engagement (i.e. staff just weren’t feeling good about coming to work). There were plenty of fantastic ideas in the room to help address this.
Thank you to those who attended the focus day. Your insights were very much appreciated and your warmth and open discussion made the day a pleasure to be involved with.
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I’ve had the wonderful opportunity and pleasure of joining the 2016 Public Sector Network Digital Series and so have spent the last 2 weeks touring around Australian states. I had the opportunity to speak in 4 states: ACT, WA, Vic and SA and compare notes with those who attended in NSW and Qld. I really […]
Yesterday I had the pleasure of facilitating a roundtable discussion at the 16th Annual Government Contact Centre Summit. There were three discussions running simultaneously. My end of the room seemed over-represented with 20-30 delegates, so the topic seemed to be a popular one.