You will not find a single customer contact leader who disputes the importance of data. You will doubtfully find many who dispute the importance of “actionable analytics.”

You will, however, find plenty of organizations that are struggling to make the most of their customer data. They may be looking in the wrong places. They may be adhering to the wrong definition of “actionable.” They may be prioritizing the wrong information.

This report will reveal how:

• How AI, omnichannel and service design are changing the customer analytics landscape
  
• 6 mistakes you’re making with customer data
• What it really means to have “actionable intelligence” and a “360-degree view”
• Specific keys to a better customer intelligence strategy

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. 

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.

When it comes to the customer contact function, the idea of an annual “executive priorities” investigation may seem silly. Some customer experience trends, challenges and opportunities emerge – and vanish – within a few months. They start deep into the year, and they fade before it is over. Others remain relevant for several years. They are not “new” at the turn of the calendar year.

Read our exclusive whitepaper to learn more about executive level priority investment areas and goals for the year, and even years ahead. 

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!

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. 

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.