Articles

Implementing cloud based technology to drive contact centre efficiency and improve service delivery: Lessons Learnt from NSW Department of Justice’s Transition to a Cloud Based Telephony

Implementing cloud based technology to drive contact centre efficiency and improve service delivery: Lessons Learnt from NSW Department of Justice’s Transition to a Cloud Based Telephony

In this article, Nicholas D’Cruz, Contact Centre Manager at the Department of Justice, shares the lessons learned from rolling-out cloud based telephony in their contact centre and the steps his team is taking to roll-out other digital platforms to improve service delivery and the overall experience for customers.

Creating a CX focused contact centre team to drive engagement: Insights from the Fair Work Ombudsman (FWO)

Creating a CX focused contact centre team to drive engagement: Insights from the Fair Work Ombudsman (FWO)

In this article, Zoe Mansfield, Assistant Director Frontline Voice at FWO explores the steps their contact centre has taken to move away from a traditional contact centre team approach to create a customer centric team culture, and the impact this is having on employee and customer engagement.

The ATO’s digital transformation journey within contact centres

The ATO’s digital transformation journey within contact centres

In this article, Annie Ferguson, Assistant Commissioner, Operational Service Centres at the ATO, explores the types of strategies the ATO is using to encourage smarter interactions with customers and how they are embracing digital channels in their contact centres to drive better service delivery and customer engagement.

Embracing digitalisation and innovation in contact centre service delivery

Embracing digitalisation and innovation in contact centre service delivery

In this article, we take a look at how five government organisations are evolving their contact centres into interactive engagement centres, and the strategies they are using to create more innovative service offerings for customers.