CCW 2019 Event Guide
CCW is Australia’s largest and fastest-growing customer contact event! As an extension of the #1 Customer Contact event series from Las Vegas...#CCWeekAU delivers a program focused on a strategic approach to customer centric transformation. Get your copy of the agenda to see what we have in store ...
Empowering Customers to Control Experience: How Self-Service in Healthcare is Saving Lives and Cutting Costs
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.
5 Biggest Causes Of "Agent Effort" Within The Contact Centre: And Why They Matter
At the upcoming CCW Australia, speak ...
Contact Centre Priorities For 2018
When it comes to the customer contact function, the idea of an annual “executive priorities” investigation may seem silly. Some customer experience trends, challenges and opportunities emerge – and vanish – within a few months. They start deep into the year, and they fade before it is over. O ...
Omnichannel Cloud Customer Service eBook
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! ...
Gamifying Contact Centre KPIs to Drive Improved Employee and Customer Experiences
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 i ...
According to the Experts: The Biggest Trends Shaping the Future of Customer Contact Centres
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 ...
Additional Content Download
How AMP is leveraging customer analytics in their contact centre to drive a personalised and seamless customer experience
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.
Creating the contact centre of the future: what's driving change in Australian contact centre service delivery in 2016 and beyond?
Ahead of Contact Centre Week 2017, we caught up with six different contact centres across Australia to find out the core areas they are each focusing on to prepare and create the contact centre of the future. From self-service to data analytics to up-skilling staff, it seems the future is...
Bupa’s contact centre transformation: leveraging new technologies to drive a personalised 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.
Contact Centre Week 2017 Post Show Report
This exclusive report explores the key highlights and takeaways of Contact Centre Week 2017!
How NAB is placing innovation at the heart of contact centre service delivery
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.
Transforming your Contact Centre into a Superior Customer Service Centre
In this interview, Neil Harrison, Formerly Contact Centre Manager at iiNet, explores:Utilising the personal goals of your people to create a positive culture within the organisationRetaining and treating your staff correctly to keep them loyal and engagedTaking pride in first call resolution and quality service that customers will rememberGuiding staff...
Personality Matters: New Leadership Skill-set for Transformation in the Digital Age
In this interview, Tara Bate, Learning and Development Manager at Smart Service Queensland, explores:Validating the next frontier by leveraging personality to improve customer interactionsGauging different expectations from different customersEnsuring and promoting positive connections with customers and throughout the organisationIncreasing sales and retention as well as shortening call times & receiving...
Successful Implementation of the Multi-Skilled Model
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.
Turning customer complaints into opportunities: a glimpse into WorkCover Queensland’s CX Contact Centre Transformation
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
Interview with Jody McLaren, Manager, Customer Support, WorkCover Queensland
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.
Creating seamless customer connections through digital channels at nib
In this exclusive video interview, Tanya Eglinton, Head of Contact Centre Operations at nib, explores:The types of digital channels nib's contact centre is using to engage customersStrategies to keep staff motivated and engaged when it comes to using new technologiesHow to ensure a consistency of services to customers across all...
Interview with Tanya Eglinton, Head of Contact Centre Operations at NIB
In this exclusive interview, Tanya Eglinton, Head of Contact Centre Operations at NIB, explores:The types of digital channels NIB's contact centre is using to engage customersStrategies to keep staff motivated and engaged when it comes to using new technologiesHow to ensure a consistency of services to customers across all channelsNIB's...
Contact centre transformation in a digital age: tools, tips and strategies to drive customer centricity
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...
5 megatrends transforming contact centre service delivery in Australia: in 2018 and beyond
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...
Why enter the Contact Centre Excellence Awards 2018?
What does it take to actually win a Contact Centre Week Excellence Award? And more importantly, what benefits can winning an award have for your contact centre in the long run?To find out the answers to these questions, we recently sat down with Michelle Olivier, Head of Customer Service at...
The Bots are here: how Bankwest is utilising automation and self-service in their contact centre to drive a seamless customer experience
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.
10 Skills All Great Contact Centre Leaders Need
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...
Better customer experiences with omnichannel engagement
More conversation leads to better relationships. This is true in life and in customer service.
Your guide to omnichannel customer support
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). How customers do this varies— sometimes the customer is standing in line somewhere, browsing their mobile phone.At other times, the...
Unlocking the power of conversation
Conversations are complex. What could appear to be a simple exchange of words is actually communication that conveys meaning through so many small factors. Not just the words themselves, but the pauses, the tone, the laughter or sighs. Through a conversation humans have the ability to understand these nuances and to understand the richness of what...
Accelerate Customer Experience Innovation with an Open Development Platform
Speed Your Digital Transformation by Developing on an Open Customer Experience Platform
NICE Contact Customer Experience Transformation Benchmark Study
Today’s contact centers support an average of 9 channels* and consumers have come to expect the ability to communicate with companies any time, any where and with any device. This is the first and only research study that compares how businesses say they are doing versus how consumers rate their actual experiences—in specific communication channels.
Contact Centre Week 2018 Post Show Report
The 2018 Contact Centre Summit saw an impressive increase in the diversity and seniority of its audience from 2017. Of more than 250 attendees, 44% were at Director Level or above, and the average budget was almost $9 million. With a greater number of attendees from the Financial Services, Utilities...
Becoming Customer Centric by Transforming Schneider’s Workforce
In this presentation from Customer Contact Centre Week 2018 Erin Geddes, General Manager of Customer Care, Customer Service & Quality Global Operations at Schneider Electric explores;Consolidating your contact centres and transforming your workforce Reducing FTE’s by 30% yet maintaining efficiencyImbedding a customer-centric focus in all operations
Sydney Trains’ Transition from Engineering Based Service Delivery to Customer-Centric Service Delivery
In this presentation from Customer Contact Centre Week 2018 Michael Mercieca, Deputy Executive Director Customer Delivery at Sydney Trains explores;Switching from recruiting staff for the right skills to recruiting staff for the right attitudeWorking within tight budgetary restrictions imposed by government regulation Focussing on the little things to raise approval above...
A Digital Cultural Revolution: Creating an Omni-Channel Contact Centre
In this presentation from Customer Contact Centre Week 2018 Ole Nielsen, Deputy Chief Digital Officer and Director of Digital Transformation at ACT Government explores;Understanding how to work through cultural barriersAddressing the challenges of Digital DisruptionContinuous Delivery, Infracoding and Cloud as enablers for an Agile approachCreating empowerment within teams
Network Homes Contact Centre Improvement Strategy
In this presentation from Customer Contact Centre Week 2018 Sarah Williams, Director of Customer Access and Experience at Network Homes (UK) explores;Introducing Network Homes and its recent transformationAchieving Network Homes’ 4 strategic objectives: to maximise resource growth, deliver first class customer service, increase financial strength and build a great organisationManaging...
Building KiwiBank’s New Contact Centre from Scratch After the November 2016 Earthquake in Kaikoura
In this presentation from Customer Contact Centre Week 2018 Shona Raemaki, National Service Excellence Manager at Kiwibank explores;How they managed a contact centre that went from 210 seats to 25 for 6 weeks after the earthquakeCreating a dedicated squad to work in conjunction with properties and contractors to ensure on-time...
Fast Track your Attendance
Fast Track Your Attendance to CCW 2019
Want to fast track your attendance to Customer Contact Week 2019? It's easy! Simply download the registration form and email back to firstname.lastname@example.org
Award Submission - Customer Contact Week 2019
Best Contact Centre Culture for 2019
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.This category awards the organisation that creates a culture that inspires its employees to deliver outstanding service and achieve excellence. The winner...
Best in Class Contact Centre for 2019 (Over 100 Seats)
This category awards the organisation that have a clear service excellence strategy and contributes to the overall organisations growth and profitability. The winner of this award is evaluated based on their ability to position customer experience as their competitive advantage, identify and track improvement areas to improve efficiency and ROI,...
Best in Class Contact Centre for 2019 (Under 100 Seats)
This category awards the organisation that have proven the internal commitment needed to delivery on customer experience despite their size. The winner of this award is evaluated based on their ability to demonstrate exceptional customer satisfaction scores, identify and track improvements made within their organisation, promote internal culture and employee...
Best Training and Development Program for 2019
This category awards the organisation who provides their agents with the tools, techniques and technologies that support learning, career development and growth. The winner of this award is evaluated based on their ability to retain employees through recruitment and hiring processes, leverage tools to measure and track agent performance, build...
Customer Contact Leader for 2019
The Customer Contact Leader of the year recognises the executive, manager or team leader that has led their customer contact operation by significantly increasing both customer and agent experience as a result of their leadership. They have demonstrated their ability to utilise technology and drive innovation, drive operational excellence and...
White Papers and Reports
Omni-Channel Best Service Is No Service
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...
Human Behaviour 101: Customers “Get” What You Measure
“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?
The unexpected impact of digital, bots and chat bots in Your Contact Centre
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...