Nine: To Power Experience, Empower Your Agents – Future-proof Strategies for Customer Service Excellence

On Demand

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Presenting:

Adam Aftergut
Product Marketing Manager
NICE

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

As Australia’s largest locally owned media company, and having navigated the rise of digital media and online streaming, Nine is no stranger to disruption. And with 2020 showing us that change is the only constant, organisations must continue to innovate and provide consistent and excellent customer service, in order to remain relevant.

 

For Nine, customer experience is deep-rooted in their contact centre which has over 50 agents servicing more than 10,000+ enquiries across phone, email, chat and web support tickets every week. So what steps have Nine taken to future proof their contact centre and deliver excellent service to their viewers and subscribers?

 

Hear from Rich Rose, Director of Customer Service as he explores Nine’s top strategies for navigating the future of customer experience at the annual CCW Disrupt 2021 event including:

  • Your Agents Make the Magic Happen – How everything starts with your people
  • Embracing the Future of Work – Creating the conditions for an empowered and productive workforce in a virtual and hybrid world
  • Empowering Your Team with the Right Tools – Building a solid foundation for agents to shine
  • The Ingredients to Agent Engagement – Including how Nine decreased attrition from 100% to 37%
  • Future-proofing your Contact Centre with a seamless, unified cloud platform CXone



About the Speakers

Rich Rose

Director of Customer Service

Nine

Rich is seasoned contact centre executive with over 20 years’ experience designing, building, leading and transforming contact centre operations, managing teams ranging in size from 30 to 1,300, across multiple industries.

His career highlights include building and running contact centres in Europe locations for HSBC, UBS Warburg, Credit Suisse and Egg Bank, and leading CX and contact centre teams at UBank, Telstra, Tyro Payments and LegalVision.

Now at Nine, Australia’s largest locally owned media company, he has transformed the organisation’s approach to CX and ultimately powering experiences by empowering their agents.

Cameron Adams

Director Solution Consulting

NICE inContact

Cameron Adams leads the solution consulting team at NICE, designing globally-leading technology solutions for critical business and customer experience challenges.

With over 15 years experience in contact centre operations, project delivery and technology as both a customer and a vendor, Cameron has helped organisations transform their operations to improve performance, automate quality and drive continuous improvement.

Register for the On demand Webinar

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