Importance of developing ‘CX Hub’ within contact centres

| October 23, 2019

Air Asia, CBA, Australia Post and Qantas will come together at the 5th Annual Customer Contact Week event to discuss the importance customer experience plays within contact centres.

The contact centre industry has been upgrading its services to appeal to the new wave of customer; the digitally savvy customer, that wants queries resolved faster and more efficiently.

Industry expert and CCW director, Mary Anne Ghobrial says; “with customer experience driving consumer choice, global businesses now need to invest in a contact centre that focuses on the needs of their customers.”

She says contact centres today are working to improve their services, with superior CX delivery a key differentiator and advantage in today’s competitive environment.

Antoine Casgrain, General Manager of National Contact Centre at Kincare, believes it is essential to understand the customer market and develop a holistic CX strategy if contact centres wish to remain efficient.

CX culture and emerging technologies are paving the way for more efficient contact centre operations.

Looking to drive contact centre efficiencies, Westpac has developed a holistic CX strategy, underpinned by self-service platforms. Two years ago they unveiled their e-signature campaign, allowing customers to submit loan applications seamlessly from home.

Westpac have seen over 30% faster completion rates and less calls into the contact centre as a result.

Tim Roberts, Director of Delivery and Home Ownership will discuss this in depth at the 2020 Customer Contact Week event in the Gold Coast in February.

Customer Contact Week 2020 will provide leading strategies in topics of agent engagement, process improvement and digital transformation to improve contact centre operations and create a holistic CX Hub.

The confirmed speakers include Chief Customer Offices and senior executives from Air Asia, Qantas, ATO, Commonwealth Bank and more.