THE LONGEST RUNNING & LEADING EVENT FOR CX PROFESSIONALS IN AUSTRALIA & NEW ZEALAND
Redesign to Align with the New Business Priorities Post Pandemic
18 – 20 May 2021
| Doltone House Hyde Park, Sydney & Virtual
Whitepapers
What Can Automated Payments Do for Customer Contact Centres?
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.
Guide to Building a Business Case for a Cloud Contact Centre
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.
6 Myths About Moving your Contact Centre to the Cloud
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.
Knosys: How to Transform your Digital Workplace and Delight your Customers
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
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Capture
the knowledge of subject matter experts, share learnings on improvements to
processes, provide access to approved organisational knowledge
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Empower
your team with living content, easily accessed through an intuitive interface
The Ultimate Guide to Workforce Agility for Customer Service Leaders
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.
Better customer experiences with omnichannel engagement
More conversation leads to better relationships. This is true in life and in customer service.
Your guide to omnichannel customer support
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 customer is in front of their computer while at work, focused on three other tasks. Every now and again, the customer’s issue is urgent, and they need to reach you right away.
Unlocking the power of conversation
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 could otherwise be a simple statement.
A conversation is memorable, meaningful and important to the way humans relate to each other. Only in a conversation can people convey empathy.
Accelerate Customer Experience Innovation with an Open Development Platform
Speed Your Digital Transformation by Developing on an Open Customer Experience Platform
NICE Contact Customer Experience Transformation Benchmark Study
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.
