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Henry Gray

Manager Customer Care – Contact Centres

Auckland Transport

Henry Gray is a dedicated professional with a rich background rooted in Otara and Papakura. He has been actively involved in various community groups and has served on multiple boards. With over 25 years of experience in Corporate Management, Henry has held numerous roles, primarily in the Customer Experience and Sales sectors.

For the past 5 years, he has been the Manager of Customer Care – Contact Centres for Auckland Transport. Henry is passionate about individual and community empowerment through key consistent change initiatives. He is married and a proud father of 4 children and 2 dogs.

SESSIONS

Day 1

9:00

Opening Keynote: The Evolution of Agents, from Reducing Employee Turnover to Enhancing Communication Skills

  • Understanding the challenges faced by agents in a high-stress environment and the true cost of high employee turnover including the impact had on a team's dynamic

  • The role of effective leadership and how creating a supportive and collaborative culture can positively impact contact centre morale

  • How to reduce agent workload through leveraging advancing technology such as CRM systems and automating routine tasks


Henry Gray, Manager Customer Care – Contact Centres, Auckland Transport

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