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How AMP is leveraging customer analytics in their contact centre to drive a personalised and seamless customer experience
In this article, Sean O’Malley, Director of Contact Centres at AMP, shares the strategies used to implement analytics in the contact centre, the lessons learned from their journey to date and how they are turning customer data into actionable insights to drive a personalised and seamless customer experience.
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...
Bupa’s contact centre transformation: leveraging new technologies to drive a personalised customer experience
In this article, Daryl Niemandt, Head of Contact Centres and Partnerships at Bupa, explores the new technologies and people capabilities used in the contact centre to improve customer experience and the tools they are using to better understand and solve customer pain-points.
Delivering Digital Change and Supporting Staff on The Transformation Journey
In this presentation from Contact Centre Week 2017, Russell Murphy,Transformation and Deployment Manager, Service NSW explores:Understanding how culture and collaboration sets the scene for greater customer serviceIdentifying the recruitment and induction process at Service NSW to create employee engagementStrategies for employee empowerment and engagementEnsuring and promoting positive connections with customers and throughout the organisationHow...
Creating Four Pillars of Strategy to Influence Cultural Excellence and Multi Skilled Agents
The REA Group have implemented four pillars of strategy into the core of the business to create an agile customer experience centre. With continuous improvement and maintaining rituals within their teams, it has resulted in a 92% engagement rate. In this presentation from Contact Centre Week 2017, Olivia McMillan, Senior Manager - Customer...
Organisational change to meet client expectations
In this presentation from Contact Centre Week 2017, Ben Foster from the Australian Taxation Office (ATO) explores how the ATO is transforming and digisiting their contact centre to meet changing customer expectations.
Contact Centre Week 2017 Post Show Report
This exclusive report explores the key highlights and takeaways of Contact Centre Week 2017!
How NAB is placing innovation at the heart of contact centre service delivery
In this interview, Chris Barnes, Head of Operations at NAB, explores the different digital platforms NAB is using in their contact centre to improve customer engagement and satisfaction, as well as the strategies they are using to up-skill staff to work in an omni-channel environment.
Transforming your Contact Centre into a Superior Customer Service Centre
In this interview, Neil Harrison, Formerly Contact Centre Manager at iiNet, explores:Utilising the personal goals of your people to create a positive culture within the organisationRetaining and treating your staff correctly to keep them loyal and engagedTaking pride in first call resolution and quality service that customers will rememberGuiding staff...
Personality Matters: New Leadership Skill-set for Transformation in the Digital Age
In this interview, Tara Bate, Learning and Development Manager at Smart Service Queensland, explores:Validating the next frontier by leveraging personality to improve customer interactionsGauging different expectations from different customersEnsuring and promoting positive connections with customers and throughout the organisationIncreasing sales and retention as well as shortening call times & receiving...
Successful Implementation of the Multi-Skilled Model
In this video interview, Mark West, Former Manager Contact Centre Operations, Pepper Financial Services, explores how his contact centre has developed multi-skilled models link to company strategic direction and client experience targets and how they are integrating new digital platforms to better engage customers.
Contact Centre Week 2018 Letter to the Boss
Need to Get Approval From Your Boss? No Worries, We’ve got a Letter for your Boss Right Here. Use this customisable template in order to write a convincing letter to your manager and ensure that your request to attend CCW2018 gets approved.
Contact Centre Week 2018 Registration Form
Interested in attending Contact Centre Week 2018? Download this online registration form to fast track your attendance!
Turning customer complaints into opportunities: a glimpse into WorkCover Queensland’s CX Contact Centre Transformation
In this video, Jody McLaren, Manager Customer Support at WorkCover Queensland, explores the strategies his team is using to manage customer complaints through different channels and the CX metrics they are using to track customer engagement
Interview with Jody McLaren, Manager, Customer Support, WorkCover Queensland
In this interview, Jody McLaren, Manager Customer Support at WorkCover Queensland, explores the strategies his team is using to manage customer complaints through different channels and the CX metrics they are using to track customer engagement.
Contact Centre Week 2018 Business Case
This business case provides a detailed overview of why Contact Centre Week 2018 is a must attend event for those in the contact centre industry.
Future Leaders Lab: Letter to the Boss
If you want to attend the Future Leaders Lab at Contact Centre Week but need a little more information for your boss before you can book, then this form is for you! Download this letter to the boss which you can tailor to build your own personalised business case as...
Creating seamless customer connections through digital channels at nib
In this exclusive video interview, Tanya Eglinton, Head of Contact Centre Operations at nib, explores:The types of digital channels nib's contact centre is using to engage customersStrategies to keep staff motivated and engaged when it comes to using new technologiesHow to ensure a consistency of services to customers across all...
Interview with Tanya Eglinton, Head of Contact Centre Operations at NIB
In this exclusive interview, Tanya Eglinton, Head of Contact Centre Operations at NIB, explores:The types of digital channels NIB's contact centre is using to engage customersStrategies to keep staff motivated and engaged when it comes to using new technologiesHow to ensure a consistency of services to customers across all channelsNIB's...
Contact Centre Week Future Leaders Lab 2018 Agenda
Are you a manager who sees great potential in that special agent who possesses all the raw materials of a leader and wants to develop their skill set? We have designed an entirely separate program to take customer service management skills to the next level and create the next generation of...
Contact Centre Excellence Award 2018 Nomination: Best in Class Contact Centre (More than 100 full-time employees)
This award recognises Best in Class Contact Centre Service Delivery for contact centres with 100 employees or more.
Contact Centre Excellence Award 2018 Nomination: Best in Class Contact Centre (99 full-time employees or less)
This award recognises best in class contact centre service delivery for contact centres with 99 employees or less.
Contact Centre Excellence Award 2018 Nomination: Best People & Culture 2018
This award recognises contact centre excellence in the category of People and Culture.
Contact Centre Excellence Award 2018 Nomination: Most Innovative Contact Centre Transformation 2018
This award recognises best in class for innovation in contact centre transformation.
Contact Centre Excellence Award 2018 Nomination: Contact Centre Rising Star 2018
This award recognises emerging talent in the contact centre industry.
Contact Centre Exellence Award 2018 Nomination: Contact Centre Leader of The Year 2018
This award recognises leadership in the Contact Centre industry.
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...
5 megatrends transforming contact centre service delivery in Australia: in 2018 and beyond
With much of the discussion around contact centre transformation hinging on new opportunities that have only emerged in recent years, we wanted to find out just how contact centres are positioning themselves to become more relevant and offer improved value and CX in the near future.Ahead of the 3rd Annual...
Why enter the Contact Centre Excellence Awards 2018?
What does it take to actually win a Contact Centre Week Excellence Award? And more importantly, what benefits can winning an award have for your contact centre in the long run?To find out the answers to these questions, we recently sat down with Michelle Olivier, Head of Customer Service at...
The Bots are here: how Bankwest is utilising automation and self-service in their contact centre to drive a seamless customer experience
In this case study, Max Clarke, Head of Contact Centres at Bankwest shares the steps taken to roll-out self-service and new technologies in their contact centre and how they are educating their customers and supporting their staff to embrace the new digital and self-service options available.
10 Skills All Great Contact Centre Leaders Need
CCW Digital has identified the 10 skills all great contact centre leaders need. Highlighted in this article, these qualities help distinguish true contact centre leaders from mere managers.Through its special “Future Leaders Lab” track, the 2018 Contact Centre Week Australia will help rising leaders cultivate these qualities. Our faculty of...
Better customer experiences with omnichannel engagement
More conversation leads to better relationships. This is true in life and in customer service.
Your guide to omnichannel customer support
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). How customers do this varies— sometimes the customer is standing in line somewhere, browsing their mobile phone.At other times, the...
Unlocking the power of conversation
Conversations are complex. What could appear to be a simple exchange of words is actually communication that conveys meaning through so many small factors. Not just the words themselves, but the pauses, the tone, the laughter or sighs. Through a conversation humans have the ability to understand these nuances and to understand the richness of what...
Accelerate Customer Experience Innovation with an Open Development Platform
Speed Your Digital Transformation by Developing on an Open Customer Experience Platform
NICE Contact Customer Experience Transformation Benchmark Study
Today’s contact centers support an average of 9 channels* and consumers have come to expect the ability to communicate with companies any time, any where and with any device. This is the first and only research study that compares how businesses say they are doing versus how consumers rate their actual experiences—in specific communication channels.