Reports

Trends, challenges and opportunities shaping contact centre service delivery in Australia: embracing digitalisation to create a seamless customer experience

Trends, challenges and opportunities shaping contact centre service delivery in Australia: embracing digitalisation to create a seamless customer experience

The report examines four major trends in Australian contact centre service delivery, including:
  • The rise of digital and the emergence of a new type of customer experience
  • The omni-channel nirvana: creating a consistency of service across channels
  • The importance of creating the ‘super agent of the future’
  • The main priorities, trends and tools Australian contact centres are focusing on in the next 12 – 18 months to improve service delivery
Report: creating the contact centre of the future: what's driving change in Australian contact centre service delivery in 2016 and beyond?

Report: creating the contact centre of the future: what's driving change in Australian contact centre service delivery in 2016 and beyond?

In this report, five different contact centres across Australia explore the core areas they are each focusing on to prepare and create the contact centre of the future. From self-service to data analytics to up-skilling staff, it seems the future is bright for Australian contact centres.
This report explores  how Energy Australia, Qantas Loyalty, AMP, the Australian Taxation Office and Teachers Mutual Bank are each transforming their contact centres to become more customer centric in order to remain relevant now and in the years to come.