How We Transformed Customer Care at Spark with Digital Adoption - with Dan Cooper

Dan Cooper is the Head of Digital at Spark NZ. He’s been working in the contact centre industry since the late 90s. Over the past few years, Dan’s lead the transformation of Spark’s customer care with digital adoption.

Today, he shares the details of Spark’s digital adoption journey, the mistakes they made along the way, and their exciting next steps. All so you can shortcut your organisation’s digital adoption journey.

Over the past few years, the approach Dan discusses has lead to significant improvements in Spark’s customer interaction NPS score and their employee NPS score. As well as a 45% reduction in human assisted interactions.

You'll Learn:

How Spark now starts all of their initiatives, instead of the common practice approach of starting with a commercial assessment (02:43).

Dan’s core philosophy regarding improving customer experience (03:04).

What was wrong with the KPIs the contact centres had in place when Dan arrived (which might be true of your KPIs too), and what he did about it (03:20).

The complete flip that Dan made with regards to customer journeys, which has allowed Spark to be more successful (04:26).

The proactive approach Spark now takes, to reduce the problems customers experience (04:40).

The management restructure that was done in the contact centre, which has been crucial to streamlining contact centre operations (05:32).

The continuous improvement approach Spark takes to reduce customer friction (06:21).

Why their first attempt to transition customers to use self-service options failed, and the successful approach that followed (08:29).

Which digital initiative Spark has launched in the last 12 months, which is going gangbusters (15:15).

The changes that Spark are are making to their internal systems, which will dramatically reduce the time taken to bring new hires up to speed (16:28).

The ‘unified front line’ approach that Spark is about to embark on, which will enable frontline team members to flow to wherever the customer needs them to be (18:03).

The subtle changes they made to the contact centre KPIs, which has resonated extremely well with staff (23:09).

A summary of Dan’s advice for contact centre leaders who are deciding to go down the digital adoption route (28:48).

See the full show notes.

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