Looking for insights on #CCWEEKAU? Download our 2023 post-show report for comprehensive coverage of the event. Gain access to key takeaways, expert perspectives, and highlights from industry leaders. Stay informed and up-to-date on the latest trends and best practices in customer service and experience. Get your copy now!

• Discussing ways to increase your departments sales and revenue targets to demonstrate the monetary value contact centres hold.
• Learning how to train teams on customer loyalty and the value satisfied customers bring to the broader business.
• Why collaboration is key – how do we work with digital and CX to review channel management strategies for customer retention.
• Bringing control to the customer: What are the challenges with this and how do we improve customer experiences across all channels.

This report will cover:

• The importance of customer experience personalization
• The role it plays in facilitating exceptional CX
• Solutions that can improve personalization efforts and optimize workflows for more seamless yet meaningful experiences
  

Through research compiled with 500+ Contact Centre and CX leaders, the CCW Australia & NZ team have compiled a report looking at how we can create a digital channel management strategy that ensures the future of contact centres are supported for years to come. Download the report to learn more!

When: Thursday, 26th August 2021

Duration: 9:30am - 11:00 pm AEST

Register: Reserve your complimentary pass below.  

Before we kick off CCW Australia & NZ on the Gold Coast, join us for a free-to-attend virtual focus day where we talk to some of the leading speakers who will be part of our Customer Contact Week this October. 

Join us as we talk through how we can build an effective channel management approach to drive your customer service strategy, and what the future of agent interactions will be moving forward!

Topics to look out for!

• Training teams on customer loyalty in order to improve satisfaction scores
• Collaborating with sales and marketing to review channel management strategies for customer retention
• People management: How do we link our agents and upskill them in the wake of digital change
• Delving into procurement and training AI-powered solutions
• Working with IT and digital to ensure your strategy aligns with business initiatives

Meet Your Speakers

• Richard Spencer, Chief Experience Officer, Business Australia
• Adam Geneave, Chief Customer Officer, Air Asia
• Sandy McIntosh, General Manager Customer Service, RACV
• Lyndon Summers, Product Owner, Open Universities
• Antoine Casgrain, General Manager Contact Centres, Kincare
• Lauren Reid, Manager of Member Services, ESSuper

Proudly Sponsored By:

In the wake of the pandemic, organisations have been re-thinking their customer strategies to deliver exceptional customer experience (CX) while coping with the day-to-day operational issues. Contact centres in Asia Pacific were also impacted by the disruption in offshore delivery, resulting in a rise of onshore outsourcing.

Despite these challenges, organisations have demonstrated great resilience by experimenting with various models of customer engagement.

This Webex by Cisco-commissioned whitepaper presents the key trends impacting contact centres in Asia Pacific and the implications for CX decision makers as they plan their organisations’ customer strategy for 2021 and beyond.

With customer service leaders worldwide embracing new operating models, read the new CX Mandate report which compiles insights and predictions from 1500 customer service leaders globally, including 200 from Australia and New Zealand, to learn more.

Ahead of Customer Contact Week Disrupt 2021, explore 50+ pages of some of the highest rated presentations from the 2020 Customer Contact Week event.

Explore insights from: 

• Energy Queensland
• The Coffee Club
• Transurban 

As we look back on 2020, it’s never been as critical than it is today to ensure the contact centre community utilizes the right operational strategies and digital advancements to help shape their industry and create a resilient, disruption-proof operating environment.

In this fireside chat, hosted by RingCentral’s Director of Product Marketing, for Contact Center, Max Ball, we hear how contact centres across from the globe have adapted their contact centres differently and wider CX departments over the past 12 months, and the critical strategies they will be employing in 2021. 

Today more than ever, customers expect exceptional service from the companies they do business with. However, when the move to remote work began, customer service was seen as secondary. This was due to a new wave of business disruption, resulting in increased call volumes and difficulties maintaining customer service standards.

With the move to remote work, this becomes a key challenge for businesses who must now balance shifting business structures with new technology investments, a remote workforce, as well as a need to sustain their team’s mental wellbeing.

In this report, we look at how businesses across all industries can ensure their agents are able to deliver exceptional customer experiences in a work from home future.

In this article, Sean O’Malley, Director of Contact Centres at AMP, shares the strategies used to implement analytics in the contact centre, the lessons learned from their journey to date and how they are turning customer data into actionable insights to drive a personalised and seamless customer experience.

In this article, Daryl Niemandt, Head of Contact Centres and Partnerships at Bupa, explores the new technologies and people capabilities used in the contact centre to improve customer experience and the tools they are using to better understand and solve customer pain-points.

In this interview,  Chris Barnes, Head of Operations at NAB, explores the different digital platforms NAB is using in their contact centre to improve customer engagement and satisfaction, as well as the strategies they are using to up-skill staff to work in an omni-channel environment.

In this video interview, Mark West, Former Manager Contact Centre Operations, Pepper Financial Services, explores how his contact centre has developed multi-skilled models link to company strategic direction and client experience targets and how they are integrating new digital platforms to better engage customers.

In this video, Jody McLaren, Manager Customer Support at WorkCover Queensland, explores the strategies his team is using to manage customer complaints through different channels and the CX metrics they are using to track customer engagement

In this interview, Jody McLaren, Manager Customer Support at WorkCover Queensland, explores the strategies his team is using to manage customer complaints through different channels and the CX metrics they are using to track customer engagement.

We recently caught up with four contact centre leaders across Australia to find out the strategies they are each using in their contact centres to create a digital customer experience and the impact this is having on customer satisfaction and engagement.

In this eBook, Oscar Poocuetos, General Manager of Contact Centres at Flight Centre Travel Group, John Merritt, Head of Customer Care at Energy Australia, Kathryn Rutkowski, Head of Customer Advocacy atWestpac and Nicholas D’Cruz, Contact Centre Manager at The Department of Justice NSW, share their successes – and lessons learned – from their own contact centre transformation journeys to date.

With much of the discussion around contact centre transformation hinging on new opportunities that have only emerged in recent years, we wanted to find out just how contact centres are positioning themselves to become more relevant and offer improved value and CX in the near future.

Ahead of the 3rd Annual Contact Centre Week 2018, we surveyed over 60 contact centre professionals from a cross-section of industries across Australia to find out how they are transforming their contact centres in a digital age to drive service improvements and customer engagement.

This report highlights 5 major mega trends that are shaping contact centre transformation in Australia, including:

1. Culture
2. Digital Transformation
3. Re-thinking self-service
4. Flexible workspaces
5. Next generation workforce

In this case study, Max Clarke, Head of Contact Centres at Bankwest shares the steps taken to roll-out self-service and new technologies in their contact centre and how they are educating their customers and supporting their staff to embrace the new digital and self-service options available.

CCW Digital has identified the 10 skills all great contact centre leaders need.  Highlighted in this article, these qualities help distinguish true contact centre leaders from mere managers.

Through its special “Future Leaders Lab” track, the 2018 Contact Centre Week Australia will help rising leaders cultivate these qualities.  Our faculty of seasoned, accomplished contact centre leaders will impart their unique wisdom and best practices.

Speed Your Digital Transformation by Developing on an Open Customer Experience Platform