Digital transformation is well underway in the retail sector, with point-of-sale (POS) systems and kiosk machines having now been widely used in retail stores, public facilities, and restaurants for a few decades. However, in recent years, fierce competition from e-commerce and online food delivery services has made it more important than ever for brick-and-mortar restaurants and retail stores to update their digitalisation strategies.

Check out this report to uncover to learn more about leveraging digital transformation, IOT and realtime data insights to uplift retail outlet profitability, cost efficiency and customer experience!

The report includes a case study from a leading retail outlet on solving management and operation challenges with an AI-driven solutions and setting up a business case for digital transformation across retail outlets. 

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.

Speed Your Digital Transformation by Developing on an Open Customer Experience Platform

Take a look at who's attending CEM Disrupt 2021!

The CCW Disrupt 2021 sponsorship prospectus has just been released. Get your copy to see who you can get your solution in front of, other confirmed partners who'll be exhibiting, what's new for 2021, and packages available

Do you want to understand the strategies and best practices around delivering superior customer contact experiences?

You must view our most comprehensive and insightful report yet! Compiled with over 100 responses from leading contact centres across the APAC region, we’ve explored some of the biggest themes in customer centricity including:

• Workplace culture
• Self-service & automation
• Omni-channel & seamless experiences
• The next generation workforce

The Department of Family and Community Services (FACS) works to improve the lives of children, adults, families and communities in NSW. The department provides services to Aboriginal people, children and young people, families, people who are in need of housing, people with disability, their families and carers, women and older people.

Fielding over 16,500 calls a month, with this number increasing on certain lines by a massive 2% monthly, has meant that the contact centre has had to drive strategies to improve first call resolution and encourage greater service in peak times.

Aiding some of the State’s most vulnerable people though is no simple task, often leaving agents mentally and emotionally fatigued, which is why FACS has chosen to drive contact centre efficiencies through cultural transformation and agent empowerment. Discussing these strategies in more detail is Wendy Keith, the Director of the Housing Contact Centre at FACS. 

Operating on a purely transactional basis, speed and turnaround time has been the key focus of many organisations when it comes to dealing with customers. Today, things are very much different. While fast service is still one of the key indicators of success, customer centricity has gone beyond the usual transactional model. Customer centricity is all about fostering an amazing experience at every stage of the customer journey.

As a strategic customer touch-point the contact centre offers an opportunity to deliver the superior experiences that customers have come to expect, and that will really help differentiate your business from the competition.

Ahead of Customer Contact Week 2020 we share with you the CCW Spotlight Series, featuring local and international insights from contact centre and customer experience leaders.

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.

It is not that they don’t want to; businesses almost universally recognise the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the necessary steps to create an omnichannel contact center.

This special report changes that. Instead of telling you something you already know (omnichannel is key), it focuses the specific strategic, operational and technological steps you must take to truly “go omnichannel.” Topics include:

• Debunking a key omnichannel myth
• Research on what customers want and how businesses are struggling
• 5 steps to building an omnichannel contact center
• 5 crucial elements of an omnichannel strategy
• Omnichannel assessment tool

Interestingly though according to a recent Customer Contact Week Australia report, “phone still remains the top channel (74%) where majority of customer interactions are happening. It’s interesting to note though that other channels such as web, email, chatbots and social media now handle one quarter of all interactions – a significant figure by all measures.”

This statistic has lead Deloitte UK to conclude that far from forcing the contact centre onto its death bed, digital channels are actually giving contact centres a new lease on life. As transcational enquiries move to self-serve channels, contact centre agents are freed up to provide a more valuable service to customers.

This shift in emphasis has imporant implication for how we operate our contact centres, with contact centres moving towards being hubs of expert communication, capable of delivering insight rather than information and adding substantive value to the customer experience across traditional and digital channels.

With this in mind we take a look at how three sectors, Banking, Marketing and Human Resources and Procurement are harnessing call centre technologies and transformation initiatives to optimise processes and deliver improved CX and UX. Read on to learn more. 

Ahead of Customer Contact Week Australia 2020, explore some of the highest rated presentations from the 2019 event. 

Explore insights from: 

• ANZ Bank 
• Queensland Urban Utilities 
• Western Power 
• iSelect 

• Customers’ biggest CX complaints and pain points
• Proof of CX’s impact on customer acquisition and advocacy
• Why your customers are switching to competitors
• Which channels customers like – and don’t like
• How customers really feel about bots
• What “personalization” means to today’s customers
• Easy ways to tailor the CX
• 5 biggest challenges for companies
• Which CX initiatives are the most urgent

When we trumpet adages like “customers are always right about how they feel,” “treat customers as one in a million rather than one of a million,” and “view customers as people, not numbers,” we are ultimately underscoring the importance of sentiment. We are arguing that “feeling” and “emotion” are pivotal components of customer centricity. We are advocating for an empathy-driven approach the experience. Appealing in principle, an wholehearted emphasis on sentiment and empathy is rare to find in practice.

Many organisations continue to view the customer experience from an inside-out, business-minded perspective. Others may claim they view the experience through their customers’ eyes, but they only consider service-level concerns like resolutions and accuracy. They do not truly consider how their customer experience is making customers feel.

As 2019 wraps up and we rapidly move into the new decade, it is time to position empathy where it belongs: at the heart of your customer experience strategy.

The upcoming Customer Contact Week Australia & NZ will provide a plethora of tips, strategies and best practices for uncovering, assessing and leveraging customer sentiment within your contact center strategy. Ahead of the event, the CCW team have prepared five quick tips to help you become a more empathetic, sentiment-driven organisation. 

CX influences brand perceptions and impacts business performance just as strongly as a number of other departments, such as traditional marketing like media advertising and price promotions once did. 

Download this report to see how successful CCOs of Air Asia and Yum! highlight the emergence and importance of what it means to be Chief Customer Officer. 

It’s often said that chatbots are most useful for handling rote, repetitive tasks like account inquiries and billing status updates, thereby freeing human agents to tackle more high-value work that requires empathy and communication skills.

However, as the technology grows increasingly sophisticated, there are a growing number of use cases where chatbots can be used to provide a whole new level of customer experience and employee experience. From chatbot-administered surveys that vastly improve the UX design and response rates to consultative bots that give customers diagnostic advice using AI-powered insights, chatbots are capable of so much more thanwe realize.

In this Special Report, you’ll discover:

• 5 types of big-picture business goals you can achieve using chatbots
• Real-world examples where top brands have used chatbots to improve CX
• What “successfully” using a chatbot looks like.

• State of the industry: how do today's companies use self-service?
• 8 types of self-service technologies and their best use cases
• 8 business outcomes you can achieve with self-service 
• How brands like Home Depot, Amazon, Squarespace, and 7-Eleven use self-service

Payments automation is not the first thing that comes to mind when thinking about customer care. In fact, automation seems like the opposite of approachable and empathetic customer-service staff. We want more people on the other side of the line – not more automation.

There’s no shortage of predictions about Cloud adoption and for many organisations it is just a matter of time rather than a question still to be answered. These organisations are already under direction from senior executives to prepare for a move – if they haven’t migrated already.

However, others are still researching, and need to clearly understand and demonstrate the benefits so that a final decision can be made.

The workplace has changed dynamically in the past few years and will continue to evolve as employees take ownership of how they wish to communicate and collaborate on the job. It has become a norm today for the new generation of workers to expect the best-in-class applications and workplace tools for daily collaboration. The IT department will be hard pressed to implement these collaboration technologies, improve employee experience (EX) and handle the associated security concerns.

Key IT decision makers from some of the leading organisations in Australia came together in July and September 2019, to discuss the evolving dynamics in the workplace and the implications for IT when embarking on an initiative to drive EX.

This report discusses the key discussion points that emerged from the 4 sessions held in Sydney, Melbourne and Brisbane. The data findings used in the report are from the multiple Ecosystm studies that are live and ongoing on the Ecosystm platform. 

Moving your contact centre to the Cloud is a logical step for many organisations, but decision-makers are still facing negativity about this option. While some of the advantages are now well-proven and accepted, other circulating information is unfounded or contradictory and has led to misconceptions and uncertainty. This eBook from Enghouse can help you separate the facts from fiction.

Australia’s banks and financial organisations are at a crunch point. The Australian Government’s Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry reveals extensive breaches of regulations.

Worse, the findings continue to highlight an industry culture whose focus on profit over customer experience has sent mistrust of banks and financial institutions to unprecedented levels.

And the problem is global. Between the 2008 financial crisis and 2017, banks around the world paid USD$321 billion in fines. And the fines paid this year are bigger than ever.

Believe technology solutions should add value and be useful to every member of your team?

That is why Knosys built KIQ Cloud - for your business - for everyone.

View the Knosys online flipbook for a preview on how you can:

-          Increase employee engagement by providing a recognisable platform for creation and collaboration

-          Capture the knowledge of subject matter experts, share learnings on improvements to processes, provide access to approved organisational knowledge

-          Empower your team with living content, easily accessed through an intuitive interface

Technological disruption and the global nature of the business world is changing the way we work. One key trend that today’s Customer Service leaders are embracing is the idea of responsive workplaces, and in the process, setting themselves up to thrive rather than simply survive.

A recent report on the digital workplace from consulting firm Deloitte says that the key to success in the modern workplace “lies in the effective implementation of a digital workplace strategy capable of driving true cultural change”.

This eBook makes the case for introducing agency and agility to your workplace, and suggests how you can implement a digital workplace strategy and culture that is embraced by management, staff and customers alike.

Learn from over 25+ speakers at the 14th Annual Customer Experience Management Disrupt, happening in Sydney or virtually on 18-20 May 2021. 

Case studies include: 

• Bringing Your Brand Personality to Life: How Bunnings Connected with Customers Through Community Engagement and New Brand Offerings, Bunnings
• Staff Empowerment through Effective Leadership: Making Your Brand Name Synonymous through Positive Employee Experiences, Blooms the Chemist
• Strategy Design at Inspiration Paints: Determining Where Technology and Customer Experience Meet in Your Overall Brand Journey, Inspiration Paints
• Balancing Personalisation with Transformation: Maintaining Brand USP at TelstraSuper to Drive Retention, TelstraSuper

As the leading contact centre event in the southern hemisphere, we’ve created an event to cater for both in-person and virtual attendees – with strategic discussions, latest insights and intimate networking that will future-proof your contact centre strategy for the coming years.

Here’s what you need to know about CCW Disrupt:

• The World’s First Contact Centre Innovation Event In The Post Pandemic Era: Engage with 50+ expert speakers, 35+ hours of content and 22 interactive sessions to exchange key inputs from your peer-group on the most pressing industry topics
  
  
• An All Access Hybrid Event Experience – at home or in-person, you decide! You have the choice to participate either In-person or Virtually from home and still get complete access to every session at CCW Disrupt, including all the On-Demand recordings! Rest assured you’ll get to experience the show no matter what format you choose.
  
  
• There’s Limited Attendance: With only 150 tickets available, we’re limiting attendance to 2 tickets per contact centre to drive maximum insight and participation across as many contact centres as possible!