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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.