27th and 28th April 2017 | Rydges Auckland, New Zealand

Bruce Horsefield


Manager Customer Contact
Greater Wellington Regional Council


4:15 PM Managing Webchat and Social Media Effectively to Optimise your Service Offering

  • Outlining the skills required to maintain effective webchat and social media services
  • Understanding the most appropriate targets and measures to adopt
  • Understand the framework required to quality monitor your advisors webchats
  • Hints and tips on how to maximise performance through webchat interactions
  • Understanding how to measure FCR for Livechat
  • What are the risk involved in social media and how do we manage them

1:50 PM How to Use Social Media as a Customer Communication and Engagement Tool

  • Recruiting processes to ensure sufficient skills to interact on social media 
  • Understanding how can you achieve customer engagement through managed customer communications 
  • Harnessing the complications, opportunities and best practices for engaging with social media 
  • Securing stakeholder buy in and support for social media 
  • An overview of the social media and webchat initiatives to be implemented at Greater Wellington Regional Council.


Check out the incredible speaker line-up to see who will be joining Bruce.

Download The Latest Agenda