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:
- Digital Transformation
- Re-thinking self-service
- Flexible workspaces
- Next generation workforce
The 2018 Contact Centre Summit saw an impressive increase in the diversity and seniority of its audience from 2017. Of more than 250 attendees, 44% were at Director Level or above, and the average budget was almost $9 million. With a greater number of attendees from the Financial Services, Utilities and Healthcare sectors, CCW2018 also cemented itself as a broad cross-industry summit capable of delivering an audience as senior and experienced as the speaker lineup.
As the summit evolves to meet these new audience demographics so too will the event’s partners. Now more than ever, partnering with CCW will put you in front of the key decision makers responsible for shaping their organisation’s customer contact. Unlike other contact centre events, developing a strategic partnership for CCW2019 will put your organisation ahead of your competitors by ensuring you only meet with the people that matter.