Matt Hanrahan
Solutions Consultant – Product
Digital Island
Matt brings nearly 30 years of expertise to the contact centre industry, encompassing a diverse range of roles from Support Agent to Support Manager, Pre-Sales, Sales across New Zealand and Southeast Asia, and Solutions Consultant. Currently, he holds a partner role at Digital Island, where he works closely with Amazon Connect. His experience spans from a software development company called Zeacom/Enghouse Interactive, engaging in both selling and supporting via direct and channel methods.
In his personal life, Matt is married with two children and embodies the spirit of a typical Kiwi sports fan, combining a passion for community and sport with his professional life.
With his deep industry knowledge and broad experience, Matt is dedicated to enhancing customer and employee interactions through innovative solutions and strategic insights, continually driving forward the standards of service and efficiency in the contact centre landscape.
SESSIONS
Day 1
11:30
Panel: Transforming Contact Centre Excellence: Striking the Balance between Automation and Human Touch
Harnessing AI-powered chatbots, self-service tools, and customer understanding to increase engagement and elevate CX with human touch.
How investing in agent training, feedback mechanisms, and gamification to cultivate a workforce enhance customer experiences.
Delivering the best of both worlds to meet the demands of a diverse customer base.
Moderator: Greg McAllister, Independent Consultant
Rochelle Hedley, Head of Channel Excellence, Auckland Council
David Sherning, National Investigations Manager, NZ Post
Hayley McNab, Head of Customer Care, The Warehouse Group
Matt Hanrahan, Solutions Consultant – Product, Digital Island