Introducing: Customer Contact ANZ Newsletter
Alexandra Craggs 爱丽
Portfolio Director @ IQPC Australia | CX | Data Centres | Field Service | AI | Finance
Introducing the Customer Contact Week newsletter – here to bring you insights into the customer experience, challenges, and solutions in customer contact – and of course exclusive insights into the upcoming Customer Contact events across Australia!
If you haven’t seen what’s been going on in the CCW space, I wanted to share what we have planned over the next 6 months as we look to connect the leaders from the customer contact space in not just one state – but three - with our CCW Strategy Day in Victoria, GovCC Summit in New South Wales and CCW Summit in Queensland.
Running for the first time, the Customer Contact Strategy Day is a one-day touch point for customer contact leaders to network and engage on some of the key challenges in customer experience. Featuring a series of quickfire addresses, dedicated Q&A time, panel discussions and interactive roundtables, this event is the event in Melbourne to discover the latest strategies to transform your business.
Session spotlight:
7 Deadly Sins of Implementing Call Quality in Contact Centres
In this session, Mark Burgess from 凯悦 will be discussing the importance of implementing #callquality in the #contactcentre. Examining common challenges and roadblocks to successful call quality – and its importance in excellent customer delivery.
The GovCC Summit is the only dedicated Contact Centre and Digital Citizen Services event for government departments. Welcoming local, state, and federal organisations under one roof this show will explore everything from equitable service to employee experience and using AI for improved efficiencies to unlocking insights from customer feedback.
Session spotlight:
领英推荐
Supporting Vulnerable Customers
In this session Mischa Kilby , Vanessa Gemmill, MBA and Dan Pobje will join the stage to share Service NSW and Multicultural NSW new project to support vulnerable #customers across #NSW. Focused on protecting the 0.1% and ensuring everyone has equal access to services, this session will be a fascinating deep-dive into how government can ensure everyone is supported.
Exclusive Content:
Ahead of the event, I caught up with one of our speakers Erin McWhirter , Senior Customer Services Officer at NSW Department of Planning, Housing and Infrastructure for an interview to chat about her team and her work, knowledge management, challenges in service delivery, transformation and more!
You can check out the full interview here for some insights on knowledge management, team culture, transformation and more!
CCW is back on the Gold Coast for 2024 with three days of interactive discussions, explorative deep-dives, and dedicated time to help you connect (and reconnect) with the customer contact ecosystem.
Want to join the CCW stage to share your latest use case? Or join a panel discussion to dive into some of the biggest challenges facing contact centres?
Drop me a message on LinkedIn or let me know on [email protected] so we can discuss speaking opportunities at the event!