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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.

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CCW Disrupt 2021 Event Guide

As the leading contact centre event in the southern hemisphere, we’ve created an event to cater for both in-person and virtual attendees – with strategic discussions, latest insights and intimate networking that will future-proof your contact centre strategy for the coming years. Here’s what you need to know about CCW...

Sponsorship Information

CCW Disrupt 2021 Sponsorship Prospectus

The CCW Disrupt 2021 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 2021, and packages available

Featured Content

Driving Superior Experiences: The Biggest Trends Transforming Customer Contact in 2020 and Beyond

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 cultureSelf-service...

FACS: Driving Contact Centre Efficiency through Cultural Transformation and Agent Empowerment

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...

CCW Spotlight Series: Transforming Your Contact Centre into a Strategic CX Touch-Point

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...

Special Report: Building an Omni-Channel Contact Centre

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...

Making the Contact Centre a Strategic Business Player: Contact Centre Trends By Industry

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...

Customer Contact Week Australia 2020 - Presentation Packet

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 

Market Study: Trends In Customer Experience Design & Strategy

Customers do not feel you are delivering a great experience. Worse, they question whether you and your employees care about solving problems, listening to feedback and making improvements.Do not let this doubt linger. Do not go another year without turning customer centricity into a reality for your business.Let our Market...

5 Ways to Make Empathy the Heart of Your CX Strategy

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...

In the spotlight with the Chief Customer Officer - Air Asia and Yum!

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...

Special Report: Open Workspaces for the Contact Center

Today’s workforce demands purposeful work, flexible schedules and career progression. Employers have responded by offering flexible or work-from-home options and investing in digital technologies that empower staff to work remotely. Consequently, workspace design has evolved, too, with interior designers appointing spaces that are fluid, multipurpose and aesthetically pleasing – a...

Increasing Humanity with Chatbots

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...

Self Service: State of the Industry Report

Today’s companies know that self-service must add value for the customer instead of being a cost-saving decoy.As the infrastructure incrementally improves from the annoying IVRs and FAQs of old, surveys find that 50 percent of customers default to self-service to seek fast solutions on their own time, while 70 percent...

Sponsor Whitepaper

What Can Automated Payments Do for Customer Contact Centres?

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.

Guide to Building a Business Case for a Cloud Contact Centre

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...

The 'Experience Economy': How Will It Impact Your IT Team

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...

6 Myths About Moving your Contact Centre to the Cloud

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...

How Artificial Intelligence Can Mitigate the Risks for Australian Banks and Organisations as They Enter a World of Greater Compliance.

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...

Knosys: How to Transform your Digital Workplace and Delight your Customers

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...

The Ultimate Guide to Workforce Agility for Customer Service Leaders

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...