Exclusive 2019 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.

Contact Centre Priorities For 2018

Contact Centre Priorities For 2018

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. 

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!

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 Biggest Trends Shaping the Future of Customer Contact Centres

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 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.