479 - Personalised Customer Service at Scale. Roy Hazelwood, Anglicare

Talking HealthTech

In this episode of Talking HealthTech, host Peter Birch speaks with Roy Hazelwood, the Manager of the Customer Contact Centre at Anglicare.

They discuss the challenges and strategies in centralising customer contacts, the role of Genesys technology in enhancing service delivery, and training methods to equip staff for handling stress and complex customer needs.

This episode was recorded during the Xperience event hosted by Genesys in Sydney.

Key Takeaways:

• Centralising customer contacts at Anglicare has helped streamline service delivery and enhance customer experiences.
• Genesys technology plays a crucial role in ensuring that customer interactions are managed efficiently, even with staff working from home.
• Anglicare handles various communication channels, including voice chat, SMS, and email, and further integrates these with its IT service desk to improve internal operations.
• Effective training, such as ride-along training and accidental counsellor training, is essential for staff to manage diverse and often stressful customer situations.
• Maintaining privacy and having protocols to handle sensitive situations like potential financial exploitation or mental health crises is critical.

Check out the episode and full show notes on the Talking HealthTech website.

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