Transform Your Contact Centre Strategy with Data-Backed Insights

Did you know that 63% of contact centres in ANZ struggle with effectively balancing tech and human touch, or that agent retention rates are dropping by 18% in hybrid work environments? These are just a few of the critical trends uncovered in our State of the Contact Centre Industry 2025 Report.

This essential report reveals the latest insights and strategies shaping the future of customer contact in ANZ, equipping you to tackle industry challenges with confidence.

What You’ll Discover:

• AI in Action: How over 70% of contact centres are leveraging generative AI to enhance customer satisfaction.
• Retention Revolution: The top 3 strategies driving agent engagement and reducing turnover.
• Data-Driven Success: Proven ways to turn analytics into actionable insights that elevate CX.

Download the Report and lead your organisation into a future of innovation and success. This isn’t just a report - it’s your blueprint for thriving in an ever-evolving customer contact landscape.

In an engaging conversation with Conference Director Alexandra Craggs, Marija Licina, Customer Experience Manager at QTAC, and Lara Bellino, Customer Experience Team Leader at QTAC, share their expert insights into fostering employee engagement and retention within the contact centre environment.

Marija and Lara provide a firsthand look at the strategies that have enabled QTAC to create a culture where employees thrive and contribute to outstanding customer experiences.

Download this report to discover:

• Why different industries need different metrics to inspire and deliver performance gains
• The role of corporate culture in driving excellence in customer support
• How to motivate and empower teams to ensure all CX benefits are measured and communicated
  

Unlock exclusive insights from industry leaders in customer contact with the CCW 2024 Presentation Pack. Dive into AI for Customer: Supercharging Processes & Decision Making by Tim Johnson from Suncorp, explore Channel Strategy: For an Optimised Experience with Peter Hiransi and Hannah Ellingford from South East Water, and learn from Delivering Content Fast: AI Journey Learnings by Agnes So from HotDoc. This pack is filled with actionable strategies to elevate your customer contact operations.

Download it today and gain a competitive edge in your customer experience approach.

Dive into the rhythm of customer experience innovation with Hayley McNab, Head of Customer Care at The Warehouse Group. Uncover the secrets behind engaging employees in new projects, the art of involving the right minds, and the orchestration of agile transformation.

Discover how Hayley's insights will echo through CCW 2024, bringing harmony to the world of customer contact excellence!

Download the Global State of CX 2024 to discover:

• Why data and analytics are growing in importance for CX practitioners
• What our network members and their customers think about AI
• How practitioners are working to build recognition of CX as a key business driver

Discover invaluable insights on boosting employee retention in the contact centre industry.

Join Sean Richards, Contact Centre Manager at Powershop Australia, as he shares expert tips and takeaways. From building an exceptional employer brand to creating opportunities for growth, Sean's wisdom promises to transform your approach to employee experiences.

Dive into the competitive hiring landscape and find out how to attract the best talent while adapting to the changing needs of the modern workforce. Don't miss out on this exclusive opportunity to enhance your retention strategies.

This report will cover:

• The importance of customer experience personalization
• The role it plays in facilitating exceptional CX
• Solutions that can improve personalization efforts and optimize workflows for more seamless yet meaningful experiences
  

Through research compiled with 500+ Contact Centre and CX leaders, the CCW Australia & NZ team have compiled a report looking at how we can create a digital channel management strategy that ensures the future of contact centres are supported for years to come. Download the report to learn more!

In the wake of the pandemic, organisations have been re-thinking their customer strategies to deliver exceptional customer experience (CX) while coping with the day-to-day operational issues. Contact centres in Asia Pacific were also impacted by the disruption in offshore delivery, resulting in a rise of onshore outsourcing.

Despite these challenges, organisations have demonstrated great resilience by experimenting with various models of customer engagement.

This Webex by Cisco-commissioned whitepaper presents the key trends impacting contact centres in Asia Pacific and the implications for CX decision makers as they plan their organisations’ customer strategy for 2021 and beyond.