Contact centres are the hub of customer interaction for many organisations.They’re evolving rapidly, driven by technology and changing customer expectations. By staying informed about these topics and implementing best practices, organisations can create contact centres that deliver exceptional customer experiences and drive success.
A recent study by Morning Consult, commissioned by Zoom, reveals a strong connection between effective customer service and brand loyalty among Australian consumers. The research also found that issue resolution is the most critical factor for Australians when they interact with customer support. Luke Carruthers, Head of CX for Zoom APAC, comments, “Our Zoom-commissioned research, …
Contact centres have long been the heart of customer service, essential for maintaining customer satisfaction. Traditional call centres relied heavily on human agents for all interactions. Now, AI adoption is revolutionising this landscape, transforming roles and seamlessly integrating front and back office operations for a more efficient and connected customer experience. How adaptation of AI …
Today, prioritising customer experience (CX) isn’t optional-it’s essential. Yet, many businesses still struggle with outdated, disconnected contact centres-often seen as cost centres rather than strategic assets for customer service. These frontline teams remain attached to outdated ways of working, hampered by inefficiencies and reactive problem-solving rather than proactive management. That’s about to change. AI-driven automation …
Here’s something we should probably all acknowledge: internal customer experience can be as important as external customer experience, especially in environments like contact centres. But new AI-powered tools are helping to get user experience right internally to help retain talent. Tackling turnover in customer contact centre teams can be a perpetual challenge for customer experience …
Contact centres are becoming the frontline of brand experience and key to delivering value to the organisation and their customers. Here’s how forward-thinking organisations are getting it right in transforming contact centres into strategic assets. In today’s times, Australian businesses are well and truly alive to the advantages a high functioning contact centre can confer. …
Fronting up to a bricks and mortar premises has ceased to be the default move for customers seeking information about, or assistance with, a supplier’s products or services. In today’s times, the contact centre is almost invariably their first port of call and, as a result, it’s become the beating heart of every organisation that …
In a crowded landscape of customer experience (CX) solutions, Local Measure carved a unique path, one that began not in the traditional contact centre but on the bustling front lines of the hospitality industry. Unlike many CX startups born from within BPOs or the structured environments of large banks, Local Measure’s origins lie in empowering …
Agent engagement and performance are pivotal to the success of contemporary contact centres. As customer expectations escalate, demanding seamless and efficient service across diverse digital channels, agents find themselves at the forefront of customer experience (CX), amplifying their critical role. The future of Australian contact centres depends on equipping agents with the appropriate tools and …
At its annual Relate conference in Las Vegas, Zendesk unveiled the Zendesk Resolution Platform, a unified solution that integrates the company’s diverse technology offerings. Building upon AI, this platform is designed to provide increasingly sophisticated and personalised customer service experiences. “Resolution is the ultimate metric in customer service”, says Tom Eggemeier, CEO of Zendesk. “Our …
We’ve all heard the saying that the customer always comes first. While this is typically true, the overall experience in making this happen involves not only customers but employees involved in repetitive, time-consuming work and complex critical thinking activities to improve the full customer experience. A first step in prioritising the experience is to recognise …