Humans in Mind

Making human experience #1 in customer service

Wednesday 17 November 2021 | 10am to 2pm | Online 

Resetting our intentions for people-centred interactions

The take up in Artificial intelligence, chat bots, machine learning and online platforms as clever customer interaction tools has been phenomenal. But what about the humans behind the interactions?

While technology is important for business growth, the human element of communication is critical. When you neglect human engagement, you hurt your business. This forum will help you return your attention to human experience, and reset your intentions on improving the interactions for both customers and staff.

The Forum will explore people-centred practices for contact centres:

Lead and influence others powerfully with Emotional Intelligence (EQ)

Understand why building EQ is good for business and how to leverage self-awareness to strengthen staff and customer relationships

Learn how the biggest players in the industry prioritise human experience

Hear from Auscontact and Probe as they share their experiences about shaping Contact Centre culture around passion, innovation and personal development

Curtin University Case Study

Get a sneak peak into the University’s continuous improvement program from calibration, training and quality assurance

How to enhance customer interaction behaviours

Learn from Smart Service Queensland’s approach to effective quality assurance; moving the focus from numbers to experience

Who should attend the Forum?

  • Contact Centre Managers
  • Team Leaders
  • Contact Centre Quality Assurance Managers
  • Learning and Development Coordinators

NOTE: This event is reserved for CSBA clients and guests. Vendors and suppliers are not permitted to attend.

How do I join the Forum on the day? 

You will receive a link to the Zoom Meeting a few days prior to the event.

What will it cost to attend? 

This online event is free for all CSBA clients.

How do I register? 

Please email Narelle Warburton for a registration link: narelle.warburton@csba.com.au

Contact Narelle Warburton to register