16 May 2024
12:00-16:00Just Eat, Rainton House, Rainton Bridge Business Park, Houghton le Spring, DH4 5QZ
You're invited to Greenbean and EvaluAgent at the Just Eat contact centre in Sunderland for an afternoon of “Empowerment and Excellence in Attracting and Retaining Talent”.
"Just Eat Customer Service can't wait to welcome you to our Sunderland site, our first time hosting a best practice and networking event. We brought our brand to the city almost three years ago and have loved working with brilliant local talent across that time. Our Just Eat team provides that all-important bridge between partner and customer. From setting up a new restaurant on our app to answering social media queries for customers, our roles provide variety and personal development. Of course, we use the app ourselves, so we're always on the front foot with suggestions and improvements.
We're very happy to have settled so well in the region, entering and winning our first NECCA award in 2023. Our team is very much looking forward to sharing our journey with you!"
Kirsti McKernan, Regional Operations Director, Just Eat UK and Ireland.
Date: Thursday 16th May 2024
Time: 12.00 pm – 4.00 pm
Venue: Just Eat, Rainton House, Rainton Bridge Business Park, Houghton le Spring, DH4 5QZ
Agenda:
12:00pm: Arrival, Lunch and Conversation - Network with fellow contact centre professionals
1:00pm: Welcome & Introduction from Julie Mordue, Head of Marketing & Partnerships at Greenbean. “Attracting & Retaining Talent to the Contact Centre Industry with Learnboarding"
1:30pm: Host Presentation: ‘Just Eat and North East Contact Centre Awards, Winners of Customer Service Training Team 2023.’
2:00pm: Chris Mounce, EvaluAgent “Mapping Mastery: Navigating the Journey from New Agent to Expert”.
Chris is a distinguished Quality Assurance and Coaching Specialist poised to explore the transformation of new agents into masters of customer experience (CX). Recognising the foundational importance of robust induction training, he will address its limitations in preparing agents for real-world challenges. The role of evolving technology in Quality Assurance (QA) and feedback is a key focus for this session. Chris will discuss how innovative tech, including AI-driven processes and real-time feedback, is revolutionising agent training and development. Empowerment is more than just a buzzword – he will explore how tools and training, when intelligently applied, act as smart triggers for agent growth as well as the critical importance of transparency.
No journey to mastery is complete without engagement. Learn how gamification and other engagement strategies are integral to nurturing top-performing agents. Chris will illustrate how these approaches pave the way for agents to achieve mastery in their field."Mapping Mastery" is more than a talk; it's the blueprint for building the next generation of CX leaders.
Agents are the greatest asset in a contact centre. Both the business and the customer demand a lot from them. Are we doing enough to motivate agents? Gamification is becoming more and more prevalent in today’s world - get it wrong and it’ll have the opposite effect. Get it right and you have an engaged, motivated, and inspired community of agents. In this workshop, we’ll explore how to create a gamification program to make agents the centre of your success.
3:30pm: Opportunities for Q&A & Summary
4:00pm: Optional tour of the contact centre
Please RSVP to Julie Mordue by email here. We look forward to seeing you!
