At CCW Unite webinar, we discussed the need for on-going training and staff development. Learn from these industry experts as they delve into the ways they’ve implemented flexible working and where it has either gone right or so very wrong.

• Understanding the different methods for training and developing remote team members
• Determining the level of employee satisfaction when working from home
• Creating efficiencies over the phone with the implementation of cloud based solutions

Panellists:

• Joan Brierley, Director Service Delivery Driver and Vehicle Services, Department of Transport WA
• Lauren Reid, Manager of Member Services, ESSSuper

At our recent Future of Customer Experience Virtual Event we discussed how organisations and government departments are revamping their CX practices by scaling their technological capabilities to keep up with customer expectations.

Join Melody Smith, Senior Management, Transport NSW as she delves into Using Customer Centricity and Data to Shape Cities 30 Years Into The Future.

In this presentation, Melody will explore:

• Leveraging customer data and modelling to anticipate future travel patterns and demand
• Defining best practice while remaining open to emerging technology
• Designing within a complex procurement environment (getting good outcomes from contracts, relationships and requirements)
• You cannot iterate on infrastructure (importance of prototyping and achieving certainty).
  

In this interview, Tara Bate, Learning and Development Manager, Smart Service Queensland, explores:

• Validating the next frontier by leveraging personality to improve customer interactions
• Gauging different expectations from different customers
• Ensuring and promoting positive connections with customers and throughout the organisation
• Increasing sales and retention as well as shortening call times & receiving higher customer satisfaction

In this video interview, Jennifer Bednar, Manager, Corporate Affairs at Yarra Ranges Council explores the core elements of the Council's CX strategy, the strategies they are using to deliver a consistent experience in an omni-channel world and the lessons other government organisations can learn from their journey to date.

In this video interview, Kevin Kelly, Manager Customer Service Delivery, Service SA, Department of the Premier and Cabinet shares insight how Service SA has set up a virtualised contact centre and the impact this has had on overall staff engagement, performance and customer satisfaction.

In this article, 6 government contact centre leaders each share the strategies that can be used to manage change effectively during contact centre transformation.

In this article, Brandon Davis, Customer Service Manager at Kingston City Council  shares the strategies Kingston City Council is using to transform processes and systems to not only increase first call resolution, but also boost customer satisfaction.

Download the article below or alternatively request a copy directly here.

In this article, Nicholas D’Cruz, Contact Centre Manager at the Department of Justice, shares the lessons learned from rolling-out cloud based telephony in their contact centre and the steps his team is taking to roll-out other digital platforms to improve service delivery and the overall experience for customers.

In this article, Zoe Mansfield, Assistant Director Frontline Voice at FWO explores the steps their contact centre has taken to move away from a traditional contact centre team approach to create a customer centric team culture, and the impact this is having on employee and customer engagement.

In this article, Annie Ferguson, Assistant Commissioner, Operational Service Centres at the ATO, explores the types of strategies the ATO is using to encourage smarter interactions with customers and how they are embracing digital channels in their contact centres to drive better service delivery and customer engagement.

We recently spoke with Lindsay Whelan, Manager, Quitline, Cancer Council Victoria, to understand how Cancer Council Victoria Used AI and ML to Re-Engage with Clients and Manage Sensitive Topics with Citizens.

Get your copy of the interview to explore Cancer Council Victoria's Digital transformation roll out strategies.

In this interview transcript, Kevin Kelly, Manager Customer Service Delivery, Service SA, Department of the Premier and Cabinet shares insight how Service SA has set up a virtualised contact centre and the impact this has had on overall staff engagement, performance and customer satisfaction.

This report reveals how to cultivate a team of empowered, agile agents who can meaningfully connect with customers at all touch points. Thanks to that superior form of engagement, you will markedly grow customer loyalty and dramatically improve service delivery.

Australians value engagement and responsiveness from the government now more than ever before, so it’s important that governments are adapting to citizen expectations.

But what are Australians expecting? PwC Australia's Citizen Survey 2022 reveals the current attitudes and experiences of government services.

Explore the full report to discover how government services can adapt to ever-changing citizen needs.

Are you eager to discover the key to delivering exceptional customer service in today's dynamic environment? Look no further!

We're thrilled to share an insightful interview with Erin McWhirter, Senior Customer Services Officer at Heritage NSW.

In this exclusive interview, Erin shares valuable insights on:

• Managing diverse inquiries in the contact center, from homeowners to industry professionals.
• implementing effective knowledge management strategies for seamless information sharing.
• Successfully navigating an internal transformation with Zendesk to enhance customer service.
• Building a positive employee experience that translates into happier customers.

Ready to revolutionize your approach to customer engagement? Download the interview now and gain access to the secrets of successful customer service.

Download this quick snapshot of some the initiatives by below organisations:

• Cancer Council Victoria
• Department of Infrastructure, Transport, Regional Development and Communications
• NSW Department of Customer Service

See how these government organisations are working closely with vendors to drive better digital experiences.

Customer journey maps are so much more than a handy visualization tool for rooting out pain points and gaps in the customer experience. The goal is to take those insights on board and turn them into goals for your business. In this Special Report, we’ll dive into what types of questions a journey map can help you answer, the seven bottom line-related business goals it can help you meet (and exceed) and a step-by-step process of how to create your own customer journey map.

The contact centre has traditionally been highly KPI driven with call numbers, resolution times and employee ‘present-ness’ closely monitored.

When we can’t see or, if you’re that way inclined, micromanage your employees, how can you ensure they maintain standards and continue delivering those exceptional customer experiences?

To help answer these questions I wanted to share our CCW Digital Remote Agent Special Report.

By revealing how to develop the optimal remote agent strategy, this report will help you get a head of the remote agent transformation and teach you how to cultivate the right talent, drive better performance and make stronger customer connections, now and in the future.