Reports

Creating the contact centre of the future: what's driving change in Australian contact centre service delivery in 2016 and beyond?

Creating the contact centre of the future: what's driving change in Australian contact centre service delivery in 2016 and beyond?

Ahead of Contact Centre Week 2017, we caught up with six different contact centres across Australia to find out the core areas they are each focusing on to prepare and create the contact centre of the future. From self-service to data analytics to up-skilling staff, it seems the future is bright for Australian contact centres.
This report explores  how Energy Australia, Qantas Loyalty, Optus, AMP, the Australian Taxation Office and Teachers Mutual Bank are each transforming their contact centres to become more customer centric in order to remain relevant now and in the years to come.
Contact Centre Week 2018 Post Show Report

Contact Centre Week 2018 Post Show Report

The 2018 Contact Centre Summit saw an impressive increase in the diversity and seniority of its audience from 2017. Of more than 250 attendees, 44% were at Director Level or above, and the average budget was almost $9 million. With a greater number of attendees from the Financial Services, Utilities and Healthcare sectors, CCW2018 also cemented itself as a broad cross-industry summit capable of delivering an audience as senior and experienced as the speaker lineup.

As the summit evolves to meet these new audience demographics so too will the event’s partners. Now more than ever, partnering with CCW will put you in front of the key decision makers responsible for shaping their organisation’s customer contact. Unlike other contact centre events, developing a strategic partnership for CCW2019 will put your organisation ahead of your competitors by ensuring you only meet with the people that matter.