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

You will not find a single customer contact leader who disputes the importance of data. You will doubtfully find many who dispute the importance of “actionable analytics.”

You will, however, find plenty of organizations that are struggling to make the most of their customer data. They may be looking in the wrong places. They may be adhering to the wrong definition of “actionable.” They may be prioritizing the wrong information.

This report will reveal how:

• How AI, omnichannel and service design are changing the customer analytics landscape
  
• 6 mistakes you’re making with customer data
• What it really means to have “actionable intelligence” and a “360-degree view”
• Specific keys to a better customer intelligence strategy

Ahead of Customer Contact Week 2019 we chat to Cippy Seidler, Director of Banner Health's Customer Care Centre. Banner Health, who receive some 4.2 million calls annually are working to optimise internal processes and empower their customers through self-service initiatives. 

At the upcoming CCW Australia, speakers, solution providers and attendees will explore opportunities to spot and eliminate sources of agent effort.  To help with that quest, we have provided insight into why “agent effort” matters -- and which aspects of the contact centre tend to create the most frustration.

Delve into the 5 keys for success in achieving an effortless, personal, Omnichannel Cloud Customer Service. Our Industry Partner, Bright Pattern, exclusively put together this eBook to share what true omnichannel looks like, and how it is the key to winning...whether your company is big or small!

Ahead of the Customer Contact Week Summit 2019 we chat to Luke Jamieson, Head of First State Super’s Service Centre. In this article Luke discusses how and why gamification was seen as an ideal strategy to drive employee engagement in the contact centre, and further delves into the early positive results seen. 

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 exactly which trends the experts see as truly transformative.

To do this we at CCW HQ sat down with our expert Advisory Board panel to pick their brains about what trends they believe will be pivotal to contact centre operations in the coming years, and to explore how they’re harnessing these trends in their own business operations. 

As the Australian Flagship of the world's largest Customer Contact event series from Las Vegas; #CCWeekAU will deliver a program focused on a strategic approach to customer centric transformation and redefining the contact centre towards a holistic, empowered 'CX Hub'. Take a look at the Final Day Program!

Thinking about attending CCW Australia and NZ? We are here to help you convince your colleague or manager to attend. Take a look at the top reasons why you should attend. This ROI Toolkit includes:

• Convince your boss letter
  
• Top reasons to attend
• Pricing guide
• and more!
  

If you would like a copy of this kit sent to you directly, contact us. 

#CCWeekAU 2019 was our biggest and best event yet! Check out the most unforgettable moments from the week in the Post Show Report. Included in the report is an attendee analysis, testimonials, award winners, who's coming back in 2020 and so much more!

Who will you meet at CCW? Explore the 2019 attendee snapshot to see who else was there and what you can expect for 2020!

Want to fast track your attendance to Customer Contact Week Australia 2020? It's easy! Simply download the registration form and email back to registration@iqpc.com.au

The 5th Annual Customer Contact Week team is delighted to announce the return of the CCW Excellence Awards! These awards aim to recognise those facilities, teams, individuals and solutions providers who are making the greatest contributions to the customer contact space by driving innovation, service design and exceptional user experiences.

As part of Australia's leading Contact Centre and Customer Service event, your participation not only rewards your teams' effort, but also positions you and your organisation as thought leaders in the region.

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service. 

If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts and success, and the chance to win a Customer Contact Week Excellence Award.

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.

If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts and success, and the chance to win a Customer Contact Week Excellence Award.

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.

If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts and success, and the chance to win a Customer Contact Week Excellence Award.

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.

If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts and success, and the chance to win a Customer Contact Week Excellence Award.

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.

If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts and success, and the chance to win a Customer Contact Week Excellence Award.

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.

If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts and success, and the chance to win a Customer Contact Week Excellence Award.

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.

If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts and success, and the chance to win a Customer Contact Week Excellence Award.

We have reinvigorated the Customer Contact Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to future customer service.

If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your team’s efforts and success, and the chance to win a Customer Contact Week Excellence Award.

The CCW 2020 sponsorship prospectus has just been released. Get your copy to see who you can get your solution in front of, other confirmed partners who'll be exhibiting, what's new for 2020, and packages available

Do you want to understand the strategies and best practices around delivering superior customer contact experiences?

You must view our most comprehensive and insightful report yet! Compiled with over 100 responses from leading contact centres across the APAC region, we’ve explored some of the biggest themes in customer centricity including:

• Workplace culture
• Self-service & automation
• Omni-channel & seamless experiences
• The next generation workforce

The Department of Family and Community Services (FACS) works to improve the lives of children, adults, families and communities in NSW. The department provides services to Aboriginal people, children and young people, families, people who are in need of housing, people with disability, their families and carers, women and older people.

Fielding over 16,500 calls a month, with this number increasing on certain lines by a massive 2% monthly, has meant that the contact centre has had to drive strategies to improve first call resolution and encourage greater service in peak times.

Aiding some of the State’s most vulnerable people though is no simple task, often leaving agents mentally and emotionally fatigued, which is why FACS has chosen to drive contact centre efficiencies through cultural transformation and agent empowerment. Discussing these strategies in more detail is Wendy Keith, the Director of the Housing Contact Centre at FACS. 

Operating on a purely transactional basis, speed and turnaround time has been the key focus of many organisations when it comes to dealing with customers. Today, things are very much different. While fast service is still one of the key indicators of success, customer centricity has gone beyond the usual transactional model. Customer centricity is all about fostering an amazing experience at every stage of the customer journey.

As a strategic customer touch-point the contact centre offers an opportunity to deliver the superior experiences that customers have come to expect, and that will really help differentiate your business from the competition.

Ahead of Customer Contact Week 2020 we share with you the CCW Spotlight Series, featuring local and international insights from contact centre and customer experience leaders.

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.

It is not that they don’t want to; businesses almost universally recognise the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the necessary steps to create an omnichannel contact center.

This special report changes that. Instead of telling you something you already know (omnichannel is key), it focuses the specific strategic, operational and technological steps you must take to truly “go omnichannel.” Topics include:

• Debunking a key omnichannel myth
• Research on what customers want and how businesses are struggling
• 5 steps to building an omnichannel contact center
• 5 crucial elements of an omnichannel strategy
• Omnichannel assessment tool

Interestingly though according to a recent Customer Contact Week Australia report, “phone still remains the top channel (74%) where majority of customer interactions are happening. It’s interesting to note though that other channels such as web, email, chatbots and social media now handle one quarter of all interactions – a significant figure by all measures.”

This statistic has lead Deloitte UK to conclude that far from forcing the contact centre onto its death bed, digital channels are actually giving contact centres a new lease on life. As transcational enquiries move to self-serve channels, contact centre agents are freed up to provide a more valuable service to customers.

This shift in emphasis has imporant implication for how we operate our contact centres, with contact centres moving towards being hubs of expert communication, capable of delivering insight rather than information and adding substantive value to the customer experience across traditional and digital channels.

With this in mind we take a look at how three sectors, Banking, Marketing and Human Resources and Procurement are harnessing call centre technologies and transformation initiatives to optimise processes and deliver improved CX and UX. Read on to learn more. 

Ahead of Customer Contact Week Australia 2020, explore some of the highest rated presentations from the 2019 event. 

Explore insights from: 

• ANZ Bank 
• Queensland Urban Utilities 
• Western Power 
• iSelect 

View this report by CX Network to see how CX practitioners in APAC are responding to customer trends to impress clients and prospects. Use the findings of this report to benchmark your company’s progress and prioritise your plans for the next 12 months accordingly.

• Customers’ biggest CX complaints and pain points
• Proof of CX’s impact on customer acquisition and advocacy
• Why your customers are switching to competitors
• Which channels customers like – and don’t like
• How customers really feel about bots
• What “personalization” means to today’s customers
• Easy ways to tailor the CX
• 5 biggest challenges for companies
• Which CX initiatives are the most urgent

When we trumpet adages like “customers are always right about how they feel,” “treat customers as one in a million rather than one of a million,” and “view customers as people, not numbers,” we are ultimately underscoring the importance of sentiment. We are arguing that “feeling” and “emotion” are pivotal components of customer centricity. We are advocating for an empathy-driven approach the experience. Appealing in principle, an wholehearted emphasis on sentiment and empathy is rare to find in practice.

Many organisations continue to view the customer experience from an inside-out, business-minded perspective. Others may claim they view the experience through their customers’ eyes, but they only consider service-level concerns like resolutions and accuracy. They do not truly consider how their customer experience is making customers feel.

As 2019 wraps up and we rapidly move into the new decade, it is time to position empathy where it belongs: at the heart of your customer experience strategy.

The upcoming Customer Contact Week Australia & NZ will provide a plethora of tips, strategies and best practices for uncovering, assessing and leveraging customer sentiment within your contact center strategy. Ahead of the event, the CCW team have prepared five quick tips to help you become a more empathetic, sentiment-driven organisation. 

CX influences brand perceptions and impacts business performance just as strongly as a number of other departments, such as traditional marketing like media advertising and price promotions once did. 

Download this report to see how successful CCOs of Air Asia and Yum! highlight the emergence and importance of what it means to be Chief Customer Officer. 

It’s often said that chatbots are most useful for handling rote, repetitive tasks like account inquiries and billing status updates, thereby freeing human agents to tackle more high-value work that requires empathy and communication skills.

However, as the technology grows increasingly sophisticated, there are a growing number of use cases where chatbots can be used to provide a whole new level of customer experience and employee experience. From chatbot-administered surveys that vastly improve the UX design and response rates to consultative bots that give customers diagnostic advice using AI-powered insights, chatbots are capable of so much more thanwe realize.

In this Special Report, you’ll discover:

• 5 types of big-picture business goals you can achieve using chatbots
• Real-world examples where top brands have used chatbots to improve CX
• What “successfully” using a chatbot looks like.

• State of the industry: how do today's companies use self-service?
• 8 types of self-service technologies and their best use cases
• 8 business outcomes you can achieve with self-service 
• How brands like Home Depot, Amazon, Squarespace, and 7-Eleven use self-service

Based on the latest round of research on complaints management, it was found that many firms are meeting the vital regulatory requirements but are failing to keep up with customer expectations.

To effectively pinpoint and remediate systemic issues, however, firms must be able to separate low-frequency, high-risk complaints from the vast amount of data they receive. Such complaints can reveal issues that exist in corners of the organization and go undetected for months or years before suddenly mushrooming into a full-blown crisis.

Identifying and remediating them are a tall order — and an industrywide challenge. 

71% of all employees are not engaged while they’re at work, dragging down productivity, attrition and the customer experience. Noble Gamification helps turn that around with engaging contests, recognition and rewards.

In short, it’s the engagement solution that maximises your ROI. Gamification is designed to increase productivity and reduce employee turnover across all generations – from Boomers and Millennials to the fast-growing Gen-Z workforce.

Whether your employees are motivated most by incentives or recognition, competition or collaboration, you can transform daily routines into rewarding rivalries that give everyone a reason to do their best.

It is ten years since we published The Best Service is No Service, (Wiley/Jossey-Bass 2008), in which we suggested that organisations needed to work harder to reduce the demand for customer contact, rather than spend so much time and effort “dealing” with the contacts.

In this paper we’ll discuss how the ideas have become even more relevant today, even though the book was written at a time when the iPhone was still in its infancy and apps and messaging were just emerging. We’ll discuss how the ideas apply in a more multi- and omni-channel world and the extent to which it’s become harder to address the ideas we set out. We will review how new technologies have made it easier to apply some of the concepts we proposed and describe cases in which these technologies have been applied successfully

Digital channels have grown exponentially in the last fifteen years. Customers are keen to use well structured digital solutions that are convenient and save time. The growth of on-line shopping and on-line sales and service is accelerating and customers clearly like it when it works well. Many pure digital businesses like Amazon, Google and Ebay have some of the highest net promoter and customer satisfaction scores. As digital solutions have grown many organisations are providing chat solutions to support these channels, particularly complex sales processes like insurance or home loans. Chat bots are emerging as a way of automating simple responses and triaging complex requests. In addition, the latest forms of robotic automation are starting to automate data based repetitive tasks.

What we have observed is not all companies are ready for some of the consequences of these changes and have customer support models that haven’t yet adapted to these new modes of interaction. In this paper, we’ll explore the predictable impact on contacts and operations. We’ll cover how queries change, the impact on contact complexity and the potential impact on offshore solutions.

“You get what you measure”, is among the oldest sayings in business. Unfortunately, numerous traditional measures undermine the customer experience. However, in this era of new customer experience tools, many of the measures that are possible have changed. We think that a lot more is possible. Why? 

Digital customer experience technologies have transformed drastically in recent years. No longer are cloud-based, omnichannel call centers a cost burden to organizations. Now they’re expected to generate revenue through cross-selling, ROI and cost avoidance.

In a recent analysis performed by Nemertes Research, the ROI of upgrading contact center platforms came in many forms — from improved customer ratings and increased sales to subscription savings and operational cost savings.

With the right cloud-based partner, you can achieve savings beyond traditional ROI expectations.

In the following pages, we’ll introduce you to four instances when organizations made money by spending money after investing in their digital customer experience technology.

Payments automation is not the first thing that comes to mind when thinking about customer care. In fact, automation seems like the opposite of approachable and empathetic customer-service staff. We want more people on the other side of the line – not more automation.

There’s no shortage of predictions about Cloud adoption and for many organisations it is just a matter of time rather than a question still to be answered. These organisations are already under direction from senior executives to prepare for a move – if they haven’t migrated already.

However, others are still researching, and need to clearly understand and demonstrate the benefits so that a final decision can be made.

The workplace has changed dynamically in the past few years and will continue to evolve as employees take ownership of how they wish to communicate and collaborate on the job. It has become a norm today for the new generation of workers to expect the best-in-class applications and workplace tools for daily collaboration. The IT department will be hard pressed to implement these collaboration technologies, improve employee experience (EX) and handle the associated security concerns.

Key IT decision makers from some of the leading organisations in Australia came together in July and September 2019, to discuss the evolving dynamics in the workplace and the implications for IT when embarking on an initiative to drive EX.

This report discusses the key discussion points that emerged from the 4 sessions held in Sydney, Melbourne and Brisbane. The data findings used in the report are from the multiple Ecosystm studies that are live and ongoing on the Ecosystm platform. 

Moving your contact centre to the Cloud is a logical step for many organisations, but decision-makers are still facing negativity about this option. While some of the advantages are now well-proven and accepted, other circulating information is unfounded or contradictory and has led to misconceptions and uncertainty. This eBook from Enghouse can help you separate the facts from fiction.

Australia’s banks and financial organisations are at a crunch point. The Australian Government’s Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry reveals extensive breaches of regulations.

Worse, the findings continue to highlight an industry culture whose focus on profit over customer experience has sent mistrust of banks and financial institutions to unprecedented levels.

And the problem is global. Between the 2008 financial crisis and 2017, banks around the world paid USD$321 billion in fines. And the fines paid this year are bigger than ever.

Believe technology solutions should add value and be useful to every member of your team?

That is why Knosys built KIQ Cloud - for your business - for everyone.

View the Knosys online flipbook for a preview on how you can:

-          Increase employee engagement by providing a recognisable platform for creation and collaboration

-          Capture the knowledge of subject matter experts, share learnings on improvements to processes, provide access to approved organisational knowledge

-          Empower your team with living content, easily accessed through an intuitive interface

Technological disruption and the global nature of the business world is changing the way we work. One key trend that today’s Customer Service leaders are embracing is the idea of responsive workplaces, and in the process, setting themselves up to thrive rather than simply survive.

A recent report on the digital workplace from consulting firm Deloitte says that the key to success in the modern workplace “lies in the effective implementation of a digital workplace strategy capable of driving true cultural change”.

This eBook makes the case for introducing agency and agility to your workplace, and suggests how you can implement a digital workplace strategy and culture that is embraced by management, staff and customers alike.