Exclusive Content

Empowering Customers to Control Experience: How Self-Service in Healthcare is Saving Lives and Cutting Costs

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

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

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!

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

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 to be Chief Customer Officer. 

Gamifying Contact Centre KPIs to Drive Improved Employee and Customer Experiences

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 results seen. 

According to the Experts: The Trends Shaping the Future of Customer Contact Centres

According to the Experts: The 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 pick their brains about what trends they believe will be pivotal to contact centre operations in the coming years, and to explore how they’re harnessing these trends in their own business operations. 

Turning customer complaints into opportunities: a glimpse into WorkCover Queensland’s CX Contact Centre Transformation

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

Creating seamless customer connections through digital channels at nib

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 customers
  • Strategies to keep staff motivated and engaged when it comes to using new technologies
  • How to ensure a consistency of services to customers across all channels
  • nib's core focus areas for the next 12 months when it comes to further driving an execptional CX
  • A sneak peak into what to expect at Contact Centre Week 2018
Contact centre transformation in a digital age: tools, tips and strategies to drive customer centricity

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 at Flight Centre Travel Group, John Merritt, Head of Customer Care at Energy Australia, Kathryn Rutkowski, Head of Customer Advocacy atWestpac and Nicholas D’Cruz, Contact Centre Manager at The Department of Justice NSW, share their successes – and lessons learned – from their own contact centre transformation journeys to date.

 

5 megatrends transforming contact centre service delivery in Australia: in 2018 and beyond

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 Contact Centre Week 2018, we surveyed over 60 contact centre professionals from a cross-section of industries across Australia to find out how they are transforming their contact centres in a digital age to drive service improvements and customer engagement.

This report highlights 5 major mega trends that are shaping contact centre transformation in Australia, including:

  1. Culture
  2. Digital Transformation
  3. Re-thinking self-service
  4. Flexible workspaces
  5. Next generation workforce
The Bots are here: how Bankwest is utilising automation and self-service in their contact centre to drive a seamless customer experience

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

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 seasoned, accomplished contact centre leaders will impart their unique wisdom and best practices.