Hybrid work environments for CX teams are here to stay
Spurred on by the need to work remotely during the pandemic, the growth in hybrid work environments is expected to be a continuing trend. But in terms of maintaining employee …
Category: Contact Centre & Channels
Contact centres are the hub of customer interaction for many organisations.They’re evolving rapidly, driven by technology and changing customer expectations. By staying informed about these topics and implementing best practices, organisations can create contact centres that deliver exceptional customer experiences and drive success.
Interview with contact centre executive and industry leader: Fiona Keough, CEO at Auscontact Association
For many organisations, their contact centre operations and the people who work in them were at the frontline of supporting customers during the COVID-19 crisis. Customer demands on communication channels …
What should we expect from AI (Artificial Intelligence) in 2022?
From chatbots to hyper-personalised experiences to better understanding customers, AI and machine learning have been used in a variety of contexts to improve the customer experience. In 2022, the role …
Ergon Energy’s brand personality of “the friendly neighbour” depends on its omnichannel strategy
A subsidiary of Energy Queensland, Ergon distributes electricity to 746,000 customers across most of Queensland. Ergon manages customers across regional and remote areas of the state, from Cape York in …
Why Zoom2u gets a thumbs up for a better delivery experience: Interview with CEO and entrepreneur Steve Orenstein
Zoom2u was founded in 2014 to provide Australians with a better delivery experience. The pandemic created a massive surge for their service due to the growth in ecommerce and home …
Contact Centre Optimisation – Rethinking the Customer Experience
Discussion with Jarvous Freeman, leading US authority on CX and contact center optimization, on how to leverage the contact center to create lifelong customers. Freeman has spent his entire career …
Bendigo and Adelaide Bank aims to become Australia’s bank of choice
The Bendigo and Adelaide bank wants to become the bank of choice for Australia within the next five years. Megan Papadopoulos, head of consumer connection, explains how their Customer Experience …
The Omni-channel Experience: Strategy versus buzzword
An omni-channel experience is about providing a seamless experience across all service and communication channels. Regardless of how or when or how often a customer wants to interact with a …
Airlines and government information hotlines fail to meet the needs of up to one in three callers
COVID-19 transformed the way we work across industries and the call centre environment is no exception. In fact, call centre agents became the critical front liners of many organisations. They …
Where does the customer journey end?
From Telstra Enterprise. End-to-end customer experience is the journey a customer takes from their initial thoughts or considerations to the actual purchase of a product. But the journey doesn’t end …