Dan Cooper is the Head of Digital at Spark NZ. He's been working in the contact centre industry since the late 90s. Over the past few years, Dan's lead the transformation of Spark's customer care with digital adoption.

Today, he shares the details of Spark's digital adoption journey, the mistakes they made along the way, and their exciting next steps. All so you can shortcut your organisation's digital adoption journey.

Over the past few years, the approach Dan discusses has lead to significant improvements in Spark's customer interaction NPS score and their employee NPS score. As well as a 45% reduction in human assisted interactions.

You'll Learn:

• How Spark now starts all of their initiatives, instead of the common practice approach of starting with a commercial assessment (02:43).

• Dan's core philosophy regarding improving customer experience (03:04).

• What was wrong with the KPIs the contact centres had in place when Dan arrived (which might be true of your KPIs too), and what he did about it (03:20).

• The complete flip that Dan made with regards to customer journeys, which has allowed Spark to be more successful (04:26).

• The proactive approach Spark now takes, to reduce the problems customers experience (04:40).

• The management restructure that was done in the contact centre, which has been crucial to streamlining contact centre operations (05:32).

• The continuous improvement approach Spark takes to reduce customer friction (06:21).

• Why their first attempt to transition customers to use self-service options failed, and the successful approach that followed (08:29).

• Which digital initiative Spark has launched in the last 12 months, which is going gangbusters (15:15).

• The changes that Spark are are making to their internal systems, which will dramatically reduce the time taken to bring new hires up to speed (16:28).

• The 'unified front line' approach that Spark is about to embark on, which will enable frontline team members to flow to wherever the customer needs them to be (18:03).

• The subtle changes they made to the contact centre KPIs, which has resonated extremely well with staff (23:09).

• A summary of Dan's advice for contact centre leaders who are deciding to go down the digital adoption route (28:48).

See the full show notes.

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John Kelly is the Chief Revenue Officer at SupportLogic, while Jessica Voss is responsible for Enterprise Sales.

They have over 50 years' experience between them in the tech side of contact centres and support services, and keep abreast of the latest trends. They know exactly what technology is needed to reduce escalations, customer churn, operational expenses, and lift customer satisfaction.

Today, they share their secrets to customer support success.

You'll Learn:

• How to predict escalations and prevent them ahead of time (02:43).

• The goldmine of information you have sitting in your contact centres, which is probably going untapped (04:33).

• How to optimally prioritise the order in which tickets and cases are handled (08:21).

• A nightmare example of what can happen when you leave it up to agents to escalate support cases (08:57).

• How escalation prediction can reduce escalations and customer churn, while improving CSAT, NPS and employee retention (13:00).

• How to get a far more accurate gauge of customer satisfaction, when your CSAT survey response rate is probably 15% or less (16:40).

• Why customer satisfaction is dead (19:34).

See the full show notes

Get your free 'support whisperer' shirt from Jessica, by emailing her at jessica@supportlogic.com

Connect with John and Jessica on LinkedIn.

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Justin Baty is the Auckland Cars Regional Manager at Turners Auto Retail.

With 9 years' experience in the business, he's seen firsthand how the company's supportive performance management process is highly effective at getting people back on-track and reaching their full potential.

Today, he shares what it is.

You'll Learn:

• The details of the Performance Improvement Plan which Turners puts people on to support them to reach their potential, which you can swipe and deploy (02:31).

• How managers structure their catch-ups, to ensure their team stay on track (02:55).

• How team members can get daily coaching, in real-time (04:11).

• The stunning success rate of the Performance Improvement Plans (05:18).

• Just how quickly individual performance turns around with this approach, and how it motivates the rest of the team as well (06:21).

• How this approach can be applied across the entirety of your business, including management (08:25).

See the full show notes

Connect with Justin on LinkedIn.

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