In this article, 6 government contact centre leaders each share the strategies that can be used to manage change effectively during contact centre transformation.
Driving customer-focused contact centre transformation: How one local council is taking a customer-first approach to improve first call resolution
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.
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Implementing cloud based technology to drive contact centre efficiency and improve service delivery: Lessons Learnt from NSW Department of Justice’s Transition to a Cloud Based Telephony
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.
Creating a CX focused contact centre team to drive engagement: Insights from the Fair Work Ombudsman (FWO)
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.