CCMA Sponsor Webinar - Poly - Implementing a Hybrid Working Model – Bank of Ireland Case Study
Date: 12/05/2021
Venue: Webinar 2 p.m.
Many companies are currently looking at plans to design and implement a Hybrid Working Model post Covid 19. The goal is to continue to enhance customer satisfaction, customer loyalty and the overall customer experience by listening to the voice of their customers. However, the voice of the contact centre advisor is just as important and a critical component to any successful customer experience.
On this webinar, Richard Kenny, from Poly, will share data from research undertaken earlier this year of 200 UK based contact centre advisors. Advisors are the first to know when things are broken and when advisors are empowered, it affects how they interact with customers. Join Richard Kenny, from Poly, who will present original research on the voice of the advisors. Discussing the tools they need to work from home effectively and how they will offer customer service as part of a hybrid workforce.
We are also delighted to be joined by Aoife Leonard, Director Direct Channels with Bank of Ireland, to share their experience in designing and developing a Hybrid Working model for bank employees. Announced in April Bank of Ireland is to move to a new hybrid working model that will allow employees to work from a combination of central office and remote locations, and includes a wider number of remote working hubs around the country. Aoife, a key member of team who designed this programme will share valuable insights and learnings that will help all member companies as we continue to plan for the new way of working.
About the Speakers
Richard Kenny as Senior Product Marketing Manager, Call Centre, Poly, is responsible for thought leadership and the global call centre product marketing strategy, including traditional call centre solutions and emerging solutions across the customer experience spectrum.
Aoife Leonard is the Director of Bank of Ireland’s Contact Centres, leading a team of c900 banking professionals engaging with customers via phone and digital channels. Aoife has over 25 years’ experience in the financial sector and has extensive leadership experience across Branch Banking, Business Banking, Direct Channels, Operations and Consumer Segments. Aoife is passionate about creating a culture that unities around a common purpose and has overseen a number of large transformation programmes throughout her career. Aoife holds a Master’s Degree in Management Practice.
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