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As we look back on 2020, it’s never been as critical than it is today to ensure the contact centre community utilizes the right operational strategies and digital advancements to help shape their industry and create a resilient, disruption-proof operating environment.
In this fireside chat, hosted by RingCentral’s Director of Product Marketing, for Contact Center, Max Ball, we hear how contact centres across from the globe have adapted their contact centres differently and wider CX departments over the past 12 months, and the critical strategies they will be employing in 2021.
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 for daily collaboration. The IT department will be hard pressed to implement these collaboration technologies, improve employee experience (EX) and handle the associated security concerns.
Key IT decision makers from some of the leading organisations in Australia came together in July and September 2019, to discuss the evolving dynamics in the workplace and the implications for IT when embarking on an initiative to drive EX.
This report discusses the key discussion points that emerged from the 4 sessions held in Sydney, Melbourne and Brisbane. The data findings used in the report are from the multiple Ecosystm studies that are live and ongoing on the Ecosystm platform.
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 and financial institutions to unprecedented levels.
And the problem is global. Between the 2008 financial crisis and 2017, banks around the world paid USD$321 billion in fines. And the fines paid this year are bigger than ever.