Contact centre transformation in a digital age: tools, tips and strategies to drive customer centricity

We recently caught up with four contact centre leaders across Australia to find out the strategies they are each using in their contact centres to create a digital customer experience and the impact this is having on customer satisfaction and engagement.

In this eBook, Oscar Poocuetos, General Manager of Contact Centres at Flight Centre Travel Group, John Merritt, Head of Customer Care at Energy Australia, Kathryn Rutkowski, Head of Customer Advocacy atWestpac and Nicholas D’Cruz, Contact Centre Manager at The Department of Justice NSW, share their successes – and lessons learned – from their own contact centre transformation journeys to date.


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