Author: Fiona Keough

Fiona Keough is the CEO of Auscontact Association, the leading customer contact industry association in Australia. Auscontact aims to connect people, industries and organisations, locally and globally, to deliver excellence in customer contact experience.

Investing in technology: Fad or future?

By Fiona Keough   Posted in Customer Experience Digital
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One of the biggest challenges for any organisation today is knowing what technology to invest in. After people, technology is the biggest investment an organisation can make. With new technology constantly being touted as the “next big thing” to transform the customer experience, it is hard to know what technology will have a positive impact …

Are contact centres measuring the ‘right’ things?

By Fiona Keough   Posted in Customer Experience
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Measurement has always been important to the contact centre industry and over the last 15 years the way we measure and what we measure has evolved and matured. In the past, we focused on marrying efficiency-based activities, like call durations, with effectiveness measures, like first call resolution to measure our performance. Today, with more channels …