Looking for insights on #CCWEEKAU? Download our 2023 post-show report for comprehensive coverage of the event. Gain access to key takeaways, expert perspectives, and highlights from industry leaders. Stay informed and up-to-date on the latest trends and best practices in customer service and experience. Get your copy now!

This report will cover:

• The importance of customer experience personalization
• The role it plays in facilitating exceptional CX
• Solutions that can improve personalization efforts and optimize workflows for more seamless yet meaningful experiences
  

Through research compiled with 500+ Contact Centre and CX leaders, the CCW Australia & NZ team have compiled a report looking at how we can create a digital channel management strategy that ensures the future of contact centres are supported for years to come. Download the report to learn more!

In the wake of the pandemic, organisations have been re-thinking their customer strategies to deliver exceptional customer experience (CX) while coping with the day-to-day operational issues. Contact centres in Asia Pacific were also impacted by the disruption in offshore delivery, resulting in a rise of onshore outsourcing.

Despite these challenges, organisations have demonstrated great resilience by experimenting with various models of customer engagement.

This Webex by Cisco-commissioned whitepaper presents the key trends impacting contact centres in Asia Pacific and the implications for CX decision makers as they plan their organisations’ customer strategy for 2021 and beyond.

Ahead of Customer Contact Week Disrupt 2021, explore 50+ pages of some of the highest rated presentations from the 2020 Customer Contact Week event.

Explore insights from: 

• Energy Queensland
• The Coffee Club
• Transurban 

As we look back on 2020, it’s never been as critical than it is today to ensure the contact centre community utilizes the right operational strategies and digital advancements to help shape their industry and create a resilient, disruption-proof operating environment.

In this fireside chat, hosted by RingCentral’s Director of Product Marketing, for Contact Center, Max Ball, we hear how contact centres across from the globe have adapted their contact centres differently and wider CX departments over the past 12 months, and the critical strategies they will be employing in 2021. 

Today more than ever, customers expect exceptional service from the companies they do business with. However, when the move to remote work began, customer service was seen as secondary. This was due to a new wave of business disruption, resulting in increased call volumes and difficulties maintaining customer service standards.

With the move to remote work, this becomes a key challenge for businesses who must now balance shifting business structures with new technology investments, a remote workforce, as well as a need to sustain their team’s mental wellbeing.

In this report, we look at how businesses across all industries can ensure their agents are able to deliver exceptional customer experiences in a work from home future.

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

The CCW 2024 event overview document has just been released.

Get your copy to learn more about:

• How you can get your solution in front of contact centre leaders and executives
• Past CCW attendees and numbers
• List of solution categories contact centre leaders are looking for
• What's new for 2024

Check out the companies and executives that typically attend the flagship CCW ANZ event!

By interviewing leaders across the contact centre ecosystem, the CCW Australia & NZ team have compiled a complimentary report looking at the journey B2B marketing managers are undergoing to secure new business. Download the report today and learn:

• New challenges shaping the vendor market
• The shift in spending priorities for contact centre leaders
• How to attract and retain new clients
• Creating a loyal client-based through customer experience
  

With widespread change and increased pressures comes new opportunities to rethink, reassess, and reinvent. The savvy businesses that are embracing change and adapting their customer support tools, technology, processes, and recruitment are thriving. They will continue to do so for the year ahead and beyond.

In this report, we examine the top five trends disrupting the customer support industry and provide tips on how to provide world-class support to both customers and your team in the new support landscape, where so many rules have been rewritten.

Check it out today! 

83% of consumers worldwide love to browse and buy products during messaging conversations and 60% prefer reordering via instant messaging apps.

Is your conversational commerce strategy on par with the growing expectations of customers?

The term “Conversational Commerce” has been in circulation since 2016, but few companies have made it a reality in the interim. Customers feel that chatbots and conversational AI separate them from human interactions with a brand. However, this trend is fast changing due to the advancements in customer experience management platforms (CXM).

This whitepaper is drawn from the experience of VMLY&R Commerce and Sprinklr’s work partnering together with shared clients. It explores the background, challenges, and some solutions for brands seeking to make intuitive conversational commerce a reality for their customers.

• Learn how conversational commerce fits into your existing growth strategies
• How to create clear journey goals for serving existing demand or acquiring new customers
• Find out ways to blend AI and live agents to deliver a seamless integration of customer experience and commerce

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform equips businesses to drive up to 185% more revenue with omnichannel commerce through extensive support for social channels and conversational AI.

Social commerce is making waves in Southeast Asia. Customers want to browse and buy without leaving their favorite social media apps.

Social commerce: the future of shopping 42bn USD* of e-commerce revenue in Southeast Asia is directly influenced by social experiences, and 200bn USD** is indirectly impacted by conversational commerce. Brands are noticing – and scrambling to keep up.

But, are they succeeding? Find out in the first ever in-depth report for social commerce in Southeast Asia, based on data from over 15,000 leaders in e-commerce, retail, beauty and more.

Read this study to know what leading global brands can learn from the fastest growing market for social and conversational commerce.

By the end of the report you will have learned:

• The strategies and capabilities needed to win with conversational commerce
• How you can develop conversational AI capabilities to succeed with social commerce
• How a unified-CXM approach can help you fast-track social commerce adoption
• How brands can integrate conversational commerce in their CX strategy

*Source: Social Commerce in Southeast Asia 2022
**Source: Social Commerce in Southeast Asia 2022

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform equips businesses to drive up to 185% more revenue with omnichannel commerce through extensive support for social channels and conversational AI.

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. 

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.

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.

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.