Interview with contact centre executive and industry leader: Fiona Keough, CEO at Auscontact Association

For many organisations, their contact centre operations and the people who work in them were at the frontline of supporting customers during the COVID-19 crisis. Customer demands on communication channels and services dramatically increased at the same as people had to work from home.  The Auscontact Association played a critical role in supporting the industry …

What should we expect from AI (Artificial Intelligence) in 2022?

From chatbots to hyper-personalised experiences to better understanding customers, AI and machine learning have been used in a variety of contexts to improve the customer experience. In 2022, the role of AI is expected to expand as enterprises become mature in its adoption. More and more business leaders in Australia as well as consumers are …

Ergon Energy’s brand personality of “the friendly neighbour” depends on its omnichannel strategy

A subsidiary of Energy Queensland, Ergon distributes electricity to 746,000 customers across most of Queensland. Ergon manages customers across regional and remote areas of the state, from Cape York in the North all the way down to Dalby in southwestern Queensland. Most of Ergon’s customers are households, but they also cover small-to-medium businesses, commercial enterprises …

Why Zoom2u gets a thumbs up for a better delivery experience: Interview with CEO and entrepreneur Steve Orenstein

Zoom2u was founded in 2014 to provide Australians with a better delivery experience. The pandemic created a massive surge for their service due to the growth in ecommerce and home delivery.  Steve Orenstein, founder and CEO, explains how Zoom2u coped with the rapid growth, while transferring staff to work remotely yet still maintaining exceptional delivery …

Contact Centre Optimisation – Rethinking the Customer Experience

Discussion with Jarvous Freeman, leading US authority on CX and contact center optimization,  on how to leverage the contact center to create lifelong customers. Freeman has spent his entire career in this space and has seen it all. Name the largest enterprise contact centers, and he’s probably run them. Contact center optimization is his passion. …

Bendigo and Adelaide Bank aims to become Australia’s bank of choice

The Bendigo and Adelaide bank wants to become the bank of choice for Australia within the next five years. Megan Papadopoulos, head of consumer connection, explains how their Customer Experience (CX) and digital transformation strategy is critical to the bank achieving its goals. The bank was formed by the merger of Bendigo Bank and Adelaide …

The Omni-channel Experience: Strategy versus buzzword

An omni-channel experience is about providing a seamless experience across all service and communication channels. Regardless of how or when or how often a customer wants to interact with a brand, they can. Over the years, however, omni-channel has become an over-used buzzword employed by vendors to sell technology and software. Rather than a strategy …

Airlines and government information hotlines fail to meet the needs of up to one in three callers

COVID-19 transformed the way we work across industries and the call centre environment is no exception. In fact, call centre agents became the critical front liners of many organisations. They quickly scrambled to shift operations so tens of thousands could work from home, while simultaneously dealing with an unprecedented surge in calls, many of which …

Where does the customer journey end?

From Telstra Enterprise. End-to-end customer experience is the journey a customer takes from their initial thoughts or considerations to the actual purchase of a product. But the journey doesn’t end there! A customer’s initial buyer experience may have been sensational. The website was easy to navigate and the checkout process was simple and streamlined. But …

How passive voice biometrics can reduce call handling time

Customer-focused organisations know that trust and brand loyalty is built through consistent, high-quality, multi-channel branded experiences. But the reality is, many organisations struggle to provide consistent experiences across all channels. Despite the quick, seamless experience online customer service channels provide, customers are still struggling with agonising wait times and tedious ID verification questions before accessing …