CCW Past 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. Take a look at the 2019 event guide to see you can expec ...
Key Event Information
CCW 2019 Post Show Report
#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!
Exclusive 2019 Content
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, 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.
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 into the early positive...
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 we at CCW HQ sat down with our expert Advisory Board panel to...
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...
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.
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.
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...
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.