Angela Wynn is the Head of Strategy at ASB Bank. She’s spent the last 20 years in the finance industry, within sales, service, and strategy roles. Most including big change management projects.

She’s the most incisive strategic thinker I know. Today, she shares her tips from one of her change management projects around how to increase customer service in your contact centres, while increasing sales revenue.

Top 3 Tips:

1. Take the time to understand what your customers want, and what looks like in what your agents do. It’s vital to put your assumptions aside (07:28).

2. The more positive feedback your managers give their people, the better. All of us think we give a lot of it, but when you track it, you may realise you’re not giving as much as you thought (07:55).

3. Establish an operating rhythm around when you expect your managers to coach, and track it. It’s easy to assume people are doing what you’re wanting done, but they may not be (08:33).

You'll Learn:

• The key part of operating rhythm Angela credits for lifting performance (04:58).

• How you can lift sales by improving customer experience (05:24).

• The shift Angela made in their recruitment of Centre Manager and Team Leaders, which made all the difference in creating long term improvements in customer service and sales revenue (09:40).

Show notes: https://bravatrak.com/angela-wynn-podcast 

Connect with Angela on LinkedIn here: https://www.linkedin.com/in/angela-wynn-51847a14/

Get your free copy of Game On here: https://bravatrak.com/game-on-book