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

Stacey Ayre

Contact Centre Manager
Auckland and Waitemata District Health Board


3:40 PM Lessons Learnt From Implementing an App To Improve the Customer Experience and Reduce Call Back Times

  • Explaining the new application implemented at ADHB to reduce call times and call back functions and how the technological changes affected staff 
  • Addressing the ineffectiveness of postal communications and the impact that the introduction of alternative channels will make 
  • Reduction in the number of handoffs to other departments by bringing booking and scheduling (and additional skills) into the contact centre 
  • Pro-active booking and scheduling of appointments and how they impact on rescheduling rates and the number of appointments not attended


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

Download The Latest Agenda