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How AMP is leveraging customer analytics in their contact centre to drive a personalised and seamless customer experience

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?

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 bright for Australian contact centres.
This report explores  how Energy Australia, Qantas Loyalty, Optus, AMP, the Australian Taxation Office and Teachers Mutual Bank are each transforming their contact centres to become more customer centric in order to remain relevant now and in the years to come.
Bupa’s contact centre transformation: leveraging new technologies to drive a personalised customer experience

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

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 service
  • Identifying the recruitment and induction process at Service NSW to create employee engagement
  • Strategies for employee empowerment and engagement
  • Ensuring and promoting positive connections with customers and throughout the organisation
  • How Service NSW will take their staff on an Omni-Channel transformational journey
Creating Four Pillars of Strategy to Influence Cultural Excellence and Multi Skilled Agents

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 Experience, REA Group outlines the steps the company have made to create a culture ready for continuous change and up-skilling, inlcuding:
  • Implementing cultural rhythms and rituals to keep the team engaged and supporting change
  • Identifying strategies to engage staff and keep them evolving with the business such as scrum sessions, daily stand ups and a management team
  • Putting the customer experience in the heart of the organisation and feeding insights into the organisation
  • An overview of the training process for multi-skilled staff at the REA Group
  • Highlighting the four pillars of strategy - Insights and proactive service, account management, continuous improvement, and people
Organisational change to meet client expectations

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

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

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

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 organisation
  • Retaining and treating your staff correctly to keep them loyal and engaged
  • Taking pride in first call resolution and quality service that customers will remember
  • Guiding staff on the transformational change journey and adapting to evolving technology
Personality Matters: New Leadership Skill-set for Transformation in the Digital Age

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 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
Successful Implementation of the Multi-Skilled Model

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 2017 Highlights Reel

Contact Centre Week 2017 Highlights Reel

Watch our highlights from Contact Centre Week 2017!
Contact Centre Week 2018 Letter to the Boss

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

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

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

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

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

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 to why the Future Leaders Lab is a must attend event.
Creating seamless customer connections through digital channels at nib

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 customers
  • Strategies to keep staff motivated and engaged when it comes to using new technologies
  • How to ensure a consistency of services to customers across all channels
  • nib's core focus areas for the next 12 months when it comes to further driving an execptional CX
  • A sneak peak into what to expect at Contact Centre Week 2018
Interview with Tanya Eglinton, Head of Contact Centre Operations at NIB

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 customers
  • Strategies to keep staff motivated and engaged when it comes to using new technologies
  • How to ensure a consistency of services to customers across all channels
  • NIB's core focus areas for the next 12 months when it comes to further driving an execptional CX
  • A sneak peak into what to expect at Contact Centre Week 2018
Contact Centre Week Future Leaders Lab 2018 Agenda

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 managers within your company.

Welcome future leaders to the CCW community, and secure their retention and engagement, with this half-day master class dedicated to growing Contact Centre career paths.

Contact Centre Excellence Award 2018 Nomination: Best in Class Contact Centre (More than 100 full-time employees)

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)

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

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

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

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

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

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.

 

5 megatrends transforming contact centre service delivery in Australia: in 2018 and beyond

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 Contact Centre Week 2018, we surveyed over 60 contact centre professionals from a cross-section of industries across Australia to find out how they are transforming their contact centres in a digital age to drive service improvements and customer engagement.

This report highlights 5 major mega trends that are shaping contact centre transformation in Australia, including:

  1. Culture
  2. Digital Transformation
  3. Re-thinking self-service
  4. Flexible workspaces
  5. Next generation workforce
Why enter the Contact Centre Excellence Awards 2018?

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 Princess Cruises whose contact centre took out the Award for Best Improvement Project at the CCW Excellence Awards in 2017.
The Bots are here: how Bankwest is utilising automation and self-service in their contact centre to drive a seamless customer experience

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

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 seasoned, accomplished contact centre leaders will impart their unique wisdom and best practices.

Better customer experiences with omnichannel engagement

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 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 customer is in front of their computer while at work, focused on three other tasks. Every now and again, the customer’s issue is urgent, and they need to reach you right away.
Unlocking the power of conversation

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 could otherwise be a simple statement.
A conversation is memorable, meaningful and important to the way humans relate to each other. Only in a conversation can people convey empathy.
Accelerate Customer Experience Innovation with an Open Development Platform

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

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.