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Driving a Digital and Cultural Revolution in Contact Centres: is your organisation prepared?

Driving a Digital and Cultural Revolution in Contact Centres: is your organisation prepared?

Ahead of the 18th Annual Government Contact Centre Summit 2018, Ole Nielsen, Acting Chief Digital Officer and Head of Digital Transformation at the ACT Government shares insight into how contact centre leaders can harness the opportunities of digital disruption to drive effective and customer-centric contact centre transformation.

A Journey of Replacing Technology Platforms for a Virtualised Contact Centre

A Journey of Replacing Technology Platforms for a Virtualised Contact Centre

In this video interview, Kevin Kelly, Manager Customer Service Delivery, Service SA, Department of the Premier and Cabinet shares insight how Service SA has set up a virtualised contact centre and the impact this has had on overall staff engagement, performance and customer satisfaction.

Managing change effectively during contact centre transformation: 6 tips for success

Managing change effectively during contact centre transformation: 6 tips for success

In this article, 6 government contact centre leaders each share the strategies that can be used to manage change effectively during contact centre transformation.


Driving customer-focused contact centre transformation: How one local council is taking a customer-first approach to improve first call resolution

Driving customer-focused contact centre transformation: How one local council is taking a customer-first approach to improve first call resolution

In this article, Brandon Davis, Customer Service Manager at Kingston City Council  shares the strategies Kingston City Council is using to transform processes and systems to not only increase first call resolution, but also boost customer satisfaction.


Download the article below or alternatively request a copy directly here.

Intelligent Customer Contact Workforce

Intelligent Customer Contact Workforce

This report reveals how to cultivate a team of empowered, agile agents who can meaningfully connect with customers at all touch points. Thanks to that superior form of engagement, you will markedly grow customer loyalty and dramatically improve service delivery.