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Customer Contact Leaders Exchange 2019 Post Show Report

Australia’s 3rd Annual Customer Contact Leaders Exchange saw 50 of the best minds in the A/NZ contact centre community come together in the tranquil confines of the Victorian Goldfields, surrounded by golf courses, vineyards and a few kangaroos! Bringing with them wounds, wins and weird experiences, and all pushing to...

Customer Contact Leaders Exchange 2020 - Partnership Prospectus

The Customer Contact Week Leaders Exchange is an exclusive event designed for Heads of Contact Centres within large organisations that want their contact centres to keep pace with change and the competition - and who want to learn how to do this with respect to people, management alignment, process excellence...

Request an Invitation

To ensure peer-interactions and session-content is as valuable as possible, we have drawn up a set of qualifying criteria that is tested against each attendee. You can be sure that everyone in the room will be dealing with a challenge and transformation of a similar scope and scale as yourself!

Customer Contact Leaders Exchange 2019 - Highlights

Take a sneak peek at what customer contact leaders had to say about the 3rd annual Customer Contact Leaders Exchange! It was a brilliant few days spent at the Victorian Goldfields with some of the most innovative minds in Australia and New Zealand.

Post Show Report - Contact Centres Leaders Exchange 2018

With the workforce digitalising at an exponential rate, and customer expectations increasing alongside it, A/NZ’s Contact Centre leaders are being forced to rethink the way their organisations operate and interact with their most valued asset: the customer. Australia’s 2nd Contact Centre Leaders Exchange  2018 brought together the leading Contact Centre...

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CCW Market Study: The Future of the Contact Center in 2019

New metrics, channels, technologies and ideas are forever changing how we run customer contact centers.They are not, however, changing why we operate contact centers: to meaningfully connect with customers.In revealing their outlook for 2019, customer management executives confirm a renewed emphasis on the human touch through personalisation, empowerment and technology  ...

Creating Four Pillars of Strategy to Influence Cultural Excellence and Multi Skilled Agents

The REA Group have implemented four pillars of strategy into the core of the business to create an agile customer experience centre. With continuous improvement and maintaining rituals within their teams, it has resulted in a 92% engagement rate. In this presentation from Contact Centre Week 2017, Olivia McMillan, Senior Manager - Customer...

Organisational change to meet client expectations

In this presentation from Contact Centre Week 2017, Ben Foster from the Australian Taxation Office (ATO) explores how the ATO is transforming and digisiting their contact centre to meet changing customer expectations. 

Delivering Digital Change and Supporting Staff on The Transformation Journey

In this presentation from Contact Centre Week 2017, Russell Murphy,Transformation and Deployment Manager, Service NSW explores:Understanding how culture and collaboration sets the scene for greater customer serviceIdentifying the recruitment and induction process at Service NSW to create employee engagementStrategies for employee empowerment and engagementEnsuring and promoting positive connections with customers and throughout the organisationHow...

Working With Continuous Improvement in a Customer Service Operation

Monika Lutke-Daldrup, Head of Consumer Services, Lego presents on how continuous Improvement starts with the management and under their leadership works down through the organisation. Improvement also requires a high degree of change and change management is a vital piece of the continuous improvement puzzle.

Interview with Troy Peterson, VP Customer Care, Erie Insurance

In this interview, Troy shares his thoughts and views on delivering a service culture whilst still keeping costs at where they should be to drive profitable ROI on customer initiatives

Guest Service At Disney: Surprising & Delighting Guests At Every Touchpoint

Bob Simmonds, Senior Vice President, Worldwide Travel Operations, Disney Destinations, shares Disney’s perspective on what’s important to create memorable experience for their guests. Bob’s unique insight helps explain how Disney creates guests who absolutely love the brand, and who are consistently delighted by their experiences.