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.

In lead up to our 20th edition of Gov CC, we've released a selection of past presentations from our 2019 event. 

You'll get to explore 100+ pages on how to drive customer-focused contact centre transformation from Anglicare, NSW Department of Education and Northern Beaches Council.

Download your copy to learn more. 

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.