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...

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...

More conversation leads to better relationships. This is true in life and in customer service.

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...

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...

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

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.

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 cultureSelf-service...

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...

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...

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...

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...

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 do not feel you are delivering a great experience. Worse, they question whether you and your employees care about solving problems, listening to feedback and making improvements.Do not let this doubt linger. Do not go another year without turning customer centricity into a reality for your business.Let our Market...

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...

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...

Today’s workforce demands purposeful work, flexible schedules and career progression. Employers have responded by offering flexible or work-from-home options and investing in digital technologies that empower staff to work remotely. Consequently, workspace design has evolved, too, with interior designers appointing spaces that are fluid, multipurpose and aesthetically pleasing – a...

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...

Today’s companies know that self-service must add value for the customer instead of being a cost-saving decoy.As the infrastructure incrementally improves from the annoying IVRs and FAQs of old, surveys find that 50 percent of customers default to self-service to seek fast solutions on their own time, while 70 percent...

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...

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...

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...

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...

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...

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...

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...

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...