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MEDIA INVITE: Exclusive Webinar: Stories from the ‘front line’ – Facing unforeseen challenges in the contact centre

Announcement posted by Genesys 19 May 2020

Sophie Giesen, Head of Business Consulting, ANZ, Genesys

Fiona Keough, Chief Executive Officer, Auscontact
 

We are all adapting to the COVID-19 pandemic and the ‘new normal’ way of living and working.

Join ANZ Head of Business Consulting at Genesys, Sophie Giesen and Auscontact CEO, Fiona Keough as they lead this fascinating panel discussion on how Australian contact centres are dealing with the highs, the lows and challenges brought about by the COVID-19 pandemic. The webinar takes place at 11am AEST, Wednesday 20 May 2020. 

In this panel discussion you will hear the experiences and learnings of contact centre leaders from Greater Bank, Sunsuper, Deakin University and NSW Department of Communities and Justice. 

Topics to be covered include:

  • Putting Business Continuity Plans (BCP) into action - what worked and what didn’t?
  • The changing needs of the contact centre workforce
  • Dealing with rapid changes in consumer demand 
  • Technology successes (and failures?)

Meet the panellists:

  • Wendy Keith, Director, Housing Contact Centre, NSW Department of Communities and Justice
  • Jessica Rix, Head of Customer Interactions - Contact Centre, Sunsuper
  • Natalie Lane, Head of Contact Centre, Greater Bank
  • Hayley Grey, Manager, Customer Services, Deakin University

Sophie Giesen is available for interview for Australian and New Zealand media partners after the webinar by appointment only.

Media are invited to register here. 

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Media Invitation

Media are invited to attend as Sophie Giesen and Fiona Keough moderate this session Stories from the ‘front line’: Facing unforeseen challenges in the contact centre.

Limited interview opportunities are available with Sophie Geisen. Exclusive and advanced access to full survey results may be available upon request. Please contact Yvette at Zadro for further information.

 

Sophie Giesen 

Head of Strategic Business Consulting, ANZ, Genesys

Sophie has over 16 years’ experience, developing her strong leadership skills with a focus on working with customers across industries to help them achieve their technology, customer experience and employee goals. Prior to joining Genesys, Sophie held senior roles across banking, health, and government sectors, providing her with expert knowledge in these areas.

Sophie has achieved results in leadership, coaching, transformation and planning, business and digital process assessment, improving technology adoption, workforce management, employee engagement and aligning the customer experience with strategic objectives. 

Passionate about people and technology, Sophie firmly believes understanding and actively focussing on this relationship is vital for simplifying work processes and achieving better outcomes for the organisation and their customers.  

Sophie is committed to building diversity in the workplace and is mindful of the impact business decisions have on community members. A key issue Sophie is passionate about is gender equality in the workplace, particularly encouraging more women to enter the technology industry. 

Sophie works with organisations across a variety of industries to assist in developing and executing on digital and customer engagement strategies. Incorporating service design principles, Sophie reviews existing process frameworks in context of the employee & customer objectives and the technology strategy supporting these. 

Supporting operational and strategic transformation activity, along with identifying organisational readiness for new technology, Sophie is responsible for developing sustainable solutions for customers, helping drive the right conversations about technology and enabling maximum benefit of the Genesys platforms. 

Sophie can provide interview and commentary on: 

  • Customer experience and value
  • Employee engagement and technology adoption
  • Workforce management
  • Contact centre operations & technology
  • Diversity and inclusion in technology
  • The impact of technology on people and humanising technology processes


About Genesys

Genesys® powers more than 25 billion of the world's best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. 

Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.

Media Contact

Yvette Schlegelmilch
Account Manager
ZADRO

yvette@zadroagency.com.au
+61 423 954 224