Workforce performance management leaders Calabrio have announced a partnership in Australia with customer experience and service operations specialists Customer Driven Solutions.

Calabrio will partner with Customer Driven who provide service management for users looking to improve the customer experience through enhanced contact centre operations and workforce management.

“Customer Driven have an extremely strong and mature WFM practice from a consultancy, implementation and managed services perspective, having a partnership with one of the leading partner focused in this area makes complete sense,” said Peter Trowbridge, Director Customer Driven.

The partnership will empower companies to do more with their resources, particularly in cases where contact centre talent remains hard to come by. It is also a major asset to business productivity and stability at a time where Artificial Intelligence is beginning to pervade a lot of industries, and potentially disrupting business functions such as rostering and forecasting.

Nick Smith, Vice President of Sales for Asia Pacific at Calabrio, said of the partnership: “Strategically this is an important partnership for Calabrio in the region, as it brings us closer to a dynamic, like-minded organisation that is laser-focused on improving the efficiency of contact centres and their customer service capabilities. Customer Driven are built from the ground-up by experienced and passionate workforce management practitioners, so they live each day by the creed of demanding better end-goals for their customers.”

The partnership will be of service across a broad range of industries including insurance, banking and finance, government, telecommunications and retail to name a few.

“In many sectors it remains hard to find experienced talent for contact centres, so arming employees with the best technology can go a long way towards helping that organisation run efficiently with limited resources, as well as enhancing employee satisfaction and aiding retention. That part comes back to flexibility, and by empowering staff with flexible, self-service capabilities gives them the control they need. Calabrio is a huge enabler for that functionality, especially with their mobile applications,” concludes Trowbridge

About Customer Driven

Customer Driven is a leading customer experience management consultancy and services business with the reputation of delivering exceptional customer and business improvement outcomes through a team of experienced managers, business practitioners and specialists.

They assist organisations by designing and creating great customer experiences, improving your customer operations, developing your team’s capability, and providing ongoing expertise.

They provide a range of consulting and managed services including customer experience consulting, workforce management optimisation, knowledge management, training and organisational development, outsource partner procurement, technology selection and optimisation.

With customer expectations are rapidly evolving, artificial intelligence (AI) and automation have emerged as transformative solutions that can empower contact centre organisations to deliver unparalleled customer experiences (CX). While it’s clear to many business leaders that digital solutions like AI and automation are the key to success with their promise to streamline operations and provide a competitive edge, not every organisation understands how to turn their AI dream into reality.

Strategic implementation of AI

Business leaders need to recognise AI and automation as practical tools for real-world customer service solutions, not just trendy concepts. It’s important to identify specific areas where AI can enhance efficiency and customer satisfaction, rather than adopting it merely for its novelty. There are five key areas where AI can help to drive outcomes for businesses:

1. Always-on support: integrating AI-driven tools like chatbots and virtual assistants delivers instant, round-the-clock support for an immediate response capability that addresses the modern customer’s demand for quick and convenient service.
2. Customised experiences: personalised interactions, powered by AI’s ability to analyse customer data, create a more tailored experience which can increase customer satisfaction and loyalty.
3. Advanced analytics: AI enhances predictive customer service by analysing data from sources like past interactions and behaviour patterns, anticipating needs and identifying issues before they escalate. This leads to more effective problem resolution, better understanding of customer trends, and improved service strategies.
4. Workforce management: AI’s role in workforce management is also pivotal. It can predict call volumes, optimise staff scheduling, and even assist in training by identifying skill gaps. This leads to a more efficient workforce that is capable of meeting customer needs effectively.
5. Revenue growth: AI’s data analysis enhances personalised CX, boosting sales by identifying cross-selling and upselling opportunities. Its predictive analytics help pinpoint market and customer segment opportunities, empowering contact centres to tailor services and strategies for better customer acquisition and retention.

Quality data is crucial for effective AI implementation and, without it, even the most sophisticated AI systems can fail to deliver desired outcomes. This is why every successful AI strategy must start with a solid data foundation. Businesses should assess their current data collection and management practices to identify gaps and opportunities for improvement in terms of both operational efficiency and customer engagement.

Realising value through automation

Working hand-in-hand with AI, automation plays a pivotal role in modernising contact centres by streamlining repetitive tasks and freeing up agents to handle more complex issues. This shift both improves operational efficiency and boosts agent morale and job satisfaction.

As with AI, implementing automation requires a careful analysis of existing processes to identify high-volume, low-value tasks that are ripe for automation. This ensures that automation efforts yield tangible benefits, such as reduced wait times and improved resolution rates. Automation can also have a positive impact on the bottom line, especially as automated systems can handle a large volume of routine enquiries without human intervention, reducing labour costs.

This shift lets contact centres allocate their resources more effectively, focusing human efforts on more complex and high-value interactions. At the same time, automation reduces the likelihood of errors, which can be costly in terms of both resources and customer satisfaction.

Navigating the challenges of digital adoption

Implementing AI and automation in contact centres, despite its clear benefits, poses challenges, particularly in integrating new technologies with existing legacy systems. It’s crucial for businesses to develop integration strategies that overcome compatibility issues without extensive downtime or disruption.

Addressing the skill gap is another major challenge in adopting AI. Staff need proper training in technology and customer service to work effectively with AI tools. At the same time, it’s vital to keep a human touch. AI should support, not replace, human agents, handling routine tasks while agents deal with more complex and sensitive interactions.

The pathway to AI and automation in contact centre operations requires a deep understanding of current operations and a clear vision of how AI and automation can enhance them, as well as strategic planning, careful integration, and continuous adaptation. With a focus on practical, value-driven implementation, these technologies can help meet evolving customer expectations and maintain a competitive edge.

– Rod Lester, managing director ANZ, NICE 

About NICE

NICE is a worldwide leader in artificial intelligence (AI)-powered self-service and agent-assisted customer experience (CX) software for the contact centre and beyond. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform and elevate every customer interaction.

NICE is passionate about removing the friction between companies and consumers, creating extraordinary experiences that build brand loyalty and create unbreakable bonds. Featuring CXone, the world’s leading cloud native CX platform, NICE empowers contact centre organisations to address consumer and employee expectations by delivering effortless, consistent, and personalised digital-first experiences.

NICE leverages innovation and a comprehensive end-to-end CX approach that combines digital entry points, journey orchestration, smart self-service, agent assist, workforce engagement management (WEM), and a complete performance suite, all embedded with its purpose-built CX analytics, AI, and domain expertise.

 

 

With Insights from the Optus Outage of November 9, 2023

Telecommunications forms the backbone of our interconnected world – where we are ‘always on’. We rely on seamless communication for nearly every aspect of our daily lives, from banking to healthcare. However, when a major telecommunication provider experiences a massive outage, the consequences are far-reaching, affecting millions of Australians and triggering waves of disruption.

Optus’ Telecommunications Network Collapse

On November 9, 2023, millions of Australians woke up to a digital nightmare as Optus, a prominent telecommunications giant, grappled with a severe network outage. The outage, which lasted for an excruciating 12 hours, had a profound impact on digital banking and customer services across the nation.

Digital Banking Disruption

While most of Australia’s 91 deposit-taking institutions managed to keep their digital service platforms operational during the outage, a significant number of customers found themselves locked out of their accounts. Why? Because they relied on Optus phone and broadband services for access.

The impact on the Australian banking landscape was palpable, with contact centre operations taking a direct hit. Some of the country’s largest banks, including Commonwealth Bank, Westpac, and ANZ, struggled to maintain normal operations as their contact centres were paralysed for the majority of the day.

The Commonwealth Bank’s Predicament

Commonwealth Bank, in particular, felt the brunt of the telco’s 12-hour outage. The bank, which heavily depended on Optus for telecommunications services, saw its customers unable to make calls to the company’s contact centre. In a bid to manage the crisis, CBA urged customers to use its banking app for communication since call centres were incapable of receiving calls.

The disruption went beyond just calls. The Netcode SMS-based security service, a vital component of the bank’s security infrastructure, was also severely affected. While the bank assured customers that branches, ATMs, NetBank, CommBank app, CommBiz, and merchant terminals were fully operational, the communication channels were strained.

Disruptions at the contact centres persisted well into the afternoon, leaving customers to grapple with delays. The bank issued warnings to customers, urging them to be patient as they navigated through the crisis.

A Glimpse into the Wider Impact

The outage had a domino effect on various sectors. Retailers and merchants faced challenges in processing Eftpos transactions, requiring adjustments to Eftpos terminals settings. Not all merchants could readily reset their machines, given limited access to the bank’s support centre.

Westpac, too, reported merchant customers experiencing issues with EFTPOS transactions but noted that services were gradually returning to normalcy. Call centres at Westpac were also adversely affected, unable to accept calls until the early afternoon.

A Sector-Wide Challenge

While some banks managed to navigate the Optus-induced storm relatively unscathed, others like Macquarie Bank, Great Southern Bank, and Auswide Bank reported issues stemming from the outage. These institutions, too, faced temporary disruptions in their call centre operations.

Great Southern Bank revealed that customer calls couldn’t be received until around 2:30 pm, and customers with Optus accounts found themselves unable to make online payments. Auswide Bank’s staff mobile phones were also impacted.

The Assurance from Australian Payments Plus

Amid the chaos, Australian Payments Plus sought to reassure the public. They stated that the Optus outage was not expected to affect the processing of Eftpos, BPay, and NPP transactions executed by account holders on Wednesday.

Optus’ Efforts to Restore Services

As the nation grappled with the outage, Optus, on its website, announced that it was working diligently to restore mobile and broadband services. However, it was notable that as of 6 pm on the same day, there was no acknowledgment of the outage on the company’s media portal.

The Resilience of Contact Centres

The Optus outage of November 9, 2023, serves as a stark reminder of the fragility of our digital infrastructure and the critical role that contact centres play in times of crisis. Contact centre agents, the unsung heroes of customer service, faced the challenge head-on, adapting rapidly to maintain essential services.

Ultimately, the resilience and adaptability of contact centres shine through during adversity. They exemplify that even when technology falters, the human touch and adaptability of contact centre agents remain invaluable in preserving customer relationships and ensuring the continuity of essential services.

In the ever-evolving landscape of customer service and contact centres, excellence is the guiding light that illuminates the path to success. Auscontact’s 2023 State Excellence Awards were a celebration of the best and brightest in the industry, honouring the individuals and organisations that consistently push the boundaries of excellence. In this blog, we take you on a journey to meet the outstanding winners who have made their mark in the world of customer service and contact centres.

The Essence of Excellence

Excellence is not a destination but a continuous journey, a commitment to delivering exceptional service and unforgettable customer experiences. In the customer service and contact centre domain, it is the cornerstone of success, fostering brand loyalty, and paving the way to industry leadership.

Auscontact’s State Excellence Awards: A Tribute to Achievement

Auscontact’s State Excellence Awards serve as a platform to recognise and applaud the exceptional accomplishments of individuals and organisations in specific regions. They set the benchmark for excellence in the industry and provide well-deserved recognition.

Queensland’s Excellence Awards: Champions of Excellence

Customer Contact Professional:

• Jessie Salomone – National Heavy Vehicle Regulator
• Mandy Smith – Brisbane City Council
• Mary-Kathleen Fleming – Concentrix Services* (Winner)

Coach or Quality Professional:

• Abbey Clarke – Concentrix Services* (Winner)
• Christopher Knipe – Brisbane City Council
• Kyle Parfitt – Smart Service Queensland

Training Professional:

• Helen Gordon – Smart Service Queensland* (Winner)
• Natasha Dagg – Concentrix Services
• Sam McGahan – Energy Queensland

Team Leader/Team Manager:

• Amy Heavy – Smart Service Queensland
• Michelle Webber – Energy Queensland
• Sarah Wratten – Allianz Australia* (Winner)

Workforce Management Professional:

• Brett McDonald – Smart Service Queensland* (Winner)
• Joel Stewart – Australian Taxation Office (Lodge & Pay)
• Samara Monterrosa – Concentrix Services

Operational Support Professional:

• Cathy Harris – Brisbane City Council
• Leila Milonas – Queensland Health* (Winner)
• Simone Hayes – Brisbane City Council

Business Analyst/Reporting Professional:

• Adrian Beech – Brisbane City Council* (Winner)
• Katie Torenbeek – Australian Taxation Office (CAS)
• Kristy Haylock – Brisbane City Council

Customer Experience Champion:

• Fleur Tukavkin – Australian Taxation Office (CAS)
• Layla Buckley – Brisbane City Council* (Winner)
• Phillip Lincoln – Smart Service Queensland

Centre Manager:

• Brent Sheriff – Energy Queensland
• Renata Lee – Brisbane City Council
• Sara Barnfield – Smart Service Queensland* (Winner)

Rising Star:

• Willow Bell-Maier – AIA Australia*

Contact Centre of the Year:

• Australian Taxation Office
• Brisbane City Council* (Winner)
• Energy Queensland

Customer Experience Initiative of the Year:

• Digital Transformation – Smart Service Queensland* (Winner)

Customer Experience Initiative of the Year:

• Workforce Transformation – Australian Taxation Office* (Winner)

Customer Experience Initiative of the Year:

• Process Transformation – Australian Taxation Office, National Heavy Vehicle Regulator*

Employee Experience Initiative of the Year:

• Mental Health and Wellbeing – Energy Queensland* (Winner)

Employee Experience Initiative of the Year:

• Engagement and Culture – Australian Taxation Office*, Brisbane City Council

Employee Experience Initiative of the Year:

• Diversity and Inclusion – Brisbane City Council, Concentrix Services*

New South Wales Shines Bright: Recognizing Excellence

Customer Contact Professional:

• Jen Hall – AIA Australia
• Mckeeley Whitmore – Ampol* (Winner)
• Mel Thompson – nib Group

Coach or Quality Professional:

• Aleisha Harris – AIA Australia* (Winner)
• Ashling Hartigan – Australian Taxation Office (CAS)
• Yasmin Raza – Teachers Mutual Bank

Training Professional:

• Gabrielle Worthington – Australian Taxation Office (CAS)
• Rebecca Whatley – Teachers Health Fund* (Winner)
• Tyra Koksal – Honey Insurance

Team Leader/Team Manager:

• Amy O’Connor – nib Group
• Klime Sekutkoski – AIA Australia* (Winner)
• Theresa Brunton – Australian Taxation Office (CAS)

Workforce Management Professional:

• Emma Maatouk – Australian Taxation Office (CAS)
• Jeremy Prakoonheang – Tabcorp* (Winner)

Business Analyst/Reporting Professional:

• Eduardo Martins Lynch – Tabcorp
• Gayle Gillett – nib Group* (Winner)

Operational Support Professional:

• Caitlin Gardner – Service NSW
• Danielle Curtis – Australian Taxation Office (Lodge & Pay)
• Luke Marsden – Tabcorp* (Winner)

Customer Experience Champion:

• Colleen Galea – Service NSW
• Melissa Cunningham – Teachers Mutual Bank* (Winner)
• Tom Fewell – Ampol

Centre Manager:

• Aneta Field – Honey Insurance* (Winner)

Contact Centre of the Year:

• Service NSW* (Winner)

Customer Experience Initiative of the Year:

• Process Transformation – nib Group – Project ECHO* (Winner)

Employee Experience Initiative of the Year:

• Engagement and Culture – Australian Taxation Office*, nib Group

Employee Experience Initiative of the Year:

• Diversity and Inclusion – Australian Taxation Office, Service NSW*

Victoria/Tasmania’s Best: A Showcase of Excellence

Customer Contact Professional:

• Caity De Haan – BOQ Group
• Neha Collins – recoveriescorp
• Sasha Jaschenko – Concentrix Services* (Winner)

Coach or Quality Professional:

• Ashleigh Pullin – Australian Taxation Office
• Kinnersly Smith – AIA Australia
• Kyleigh Stewart – BOQ Group* (Winner)

Training Professional:

• Garza Ghebre-Michael – Australian Taxation Office
• Matt Xavier – recoveriescorp* (Winner)
• Tom Fallon – Australian Taxation Office

Team Leader/Team Manager:

• Liam Henry – ANZ*
• Rahul Anand – recoveriescorp
• Tony Nguyen – APM

Workforce Management Professional:

• Darcy Lee – Yarra Valley Water* (Winner)

Operational Support Professional:

• Fiona Rajapaksha – AIA Australia*
• Maddy Abela – Australian Taxation Office
• Talitha Savige – Bendigo and Adelaide Bank

Business Analyst/Reporting Professional:

• Brianna Willcox – Yarra Valley Water
• Chris Dicker – Yarra Valley Water*
• Jonathan Bowen – VETASSESS

Customer Experience Champion:

• Luke Llewellyn – Australian Taxation Office*
• Patrick Axford – Yarra Valley Water
• Shalini Francis – recoveriescorp

Centre Manager:

• Mel Gore – recoveriescorp* (Winner)

Contact Centre of the Year:

• BOQ Group
• recoveriescorp
• Yarra Valley Water* (Winner)

Customer Experience Initiative of the Year:

• Digital Transformation – CPM Australia*

Customer Experience Initiative of the Year:

• Workforce Transformation – ANZ*

Employee Experience Initiative of the Year:

• Mental Health and Wellbeing – recoveriescorp* (Winner)

Employee Experience Initiative of the Year:

• Engagement and Culture – AMP Services*

Employee Experience Initiative of the Year:

• Diversity and Inclusion – recoveriescorp*

South Australia’s Finest: Excellence Personified

Customer Contact Professional:

• Fleur Koplin – Australian Taxation Office (Lodge & Pay)
• Miriam Bleyerveen – Allianz Australia* (Winner)
• Yioryia Rollas – Australian Taxation Office (CAS)

Coach or Quality Professional:

• Jade Saliu – Allianz Australia*
• Matt Hughes – Allianz Australia
• Jade Saliu – Allianz Australia* (Winner)

Training Professional:

• James Brown – Australian Taxation Office (CAS)* (Winner)

Team Leader/Team Manager:

• Adrian Duran – Datacom
• Ashley Botelho – Allianz Australia
• Michael Dang – Datacom* (Winner)

Workforce Management Professional:

• Caitlyn Aytekin – Datacom
• Nicola Lutze – Datacom
• Sarah Service – Australian Taxation Office (CAS)* (Winner)

Operational Support Professional:

• Christina Christou – Australian Taxation Office (CAS)
• Kat Francis – Datacom
• Monique Gibbons – Datacom* (Winner)

Business Analyst/Reporting Professional:

• Sonya Hup – Australian Taxation Office (CAS)*
• Natasha Sekulic – Australian Taxation Office (CAS)* (Winner)

Customer Experience Champion:

• Daniel Wasilewaki – APM
• Natasha Sekulic – Australian Taxation Office (CAS)*
• Sonya Hup – Australian Taxation Office (CAS)* (Winner)

Centre Manager:

• Chloe Hatswell – APM*

Customer Experience Initiative of the Year:

• Process Transformation – Australian Taxation Office – Operation Wipeout*

Western Australia’s Champions: An Ode to Excellence

Customer Contact Professional:

• Christine Thurston – Synergy*
• Jackie Hobbs – City of Wanneroo
• Shruti Jajoo – Australian Taxation Office

Coach or Quality Professional:

• Mark Chance – Australian Taxation Office
• Nicola Smith – Synergy*

Training Professional:

• Elena Loveland – Australian Taxation Office* (Winner)

Workforce Management Professional:

• Natalie Pike – BOQ Group*

Team Leader/Team Manager:

• Debbie Allen – City of Wanneroo
• Kirsty Eatts – APM*
• Rachel Clegg – Australian Taxation Office

Operational Support Professional:

• Sandie Kempton – Teachers Mutual Bank* (Winner)
• Nolan Nott – Australian Taxation Office*

Business Analyst/Reporting Professional:

• Jonathan Bowen – VETASSESS*

Customer Experience Champion:

• Beth Porteous – Synergy
• James McManus – City of Stirling*
• Sarah Straker – City of Wanneroo

Centre Manager:

• Kelly Donker – City of Wanneroo*

Employee Engagement Initiative of the Year:

• Engagement and Culture – City of Wanneroo*

Customer Experience Initiative of the Year:

• Process Transformation – Synergy*

Contact Centre of the Year:

• APM*

Countdown to the National Excellence Awards Celebration

The excitement continues to build as we count down to the grand finale, the 2023 National Excellence Awards Celebration, scheduled for November 17th in Sydney. This prestigious event will bring together state winners from across the nation to compete for coveted national recognition. Registration for Auscontact’s celebration is accessible here.

Conclusion: A Bright Future Shaped by Excellence

Auscontact’s 2023 State Excellence Awards have illuminated the unwavering dedication of individuals and organisations in upholding the highest standards of excellence in the customer service and contact centre industry. As we eagerly anticipate Auscontact’s National Excellence Awards Celebration, we celebrate not just the winners but all the nominees who have played a pivotal role in shaping the future of customer service and contact centres, one remarkable achievement at a time.

In an industry where excellence is the currency, these winners have proven themselves as luminaries. Their commitment, innovation, and dedication to delivering outstanding customer experiences have set a high bar for others to follow. Congratulations to all the nominees and winners of Auscontact’s 2023 State Excellence Awards for your remarkable contributions to the world of customer service and contact centers. Your excellence inspires us all.

Twitter’s monumental rebranding as “X” has not only captured the attention of the global social media sphere but also sparked curiosity about its potential implications for various industries, including contact centres in Australia. As the platform ventures into uncharted territory under the visionary leadership of Elon Musk, businesses Down Under are pondering how this transformation may influence their customer engagement strategies and interactions.

Real-time Customer Support Evolution

For contact centres in Australia, Twitter has been a vital channel for providing real-time customer support. With the introduction of “X,” businesses can anticipate a shift in customer behaviour and preferences. The rebranded platform might necessitate a reevaluation of customer communication strategies to adapt to the new interface. Contact centres will need to stay agile and swiftly respond to customers’ queries and concerns, ensuring that the transition to “X” does not compromise the seamless and immediate support they have come to expect on Twitter.

Embracing New Customer Interaction Channels

As “X” transforms Twitter into an all-encompassing “everything app,” businesses may explore novel customer interaction channels beyond traditional social media platforms. Contact centres will likely seek to diversify their engagement channels to keep pace with the evolving landscape. This may include integrating artificial intelligence-powered chatbots, leveraging messaging apps, and exploring other emerging communication platforms that align with the reimagined “X” ecosystem.

Data-Driven Insights and Personalization

With Twitter’s rebranding, Musk aims to embrace data-driven insights, making personalization a focal point of the platform’s evolution. Contact centres in Australia can leverage this transformation to tap into enhanced customer data and analytics. By gathering deeper insights into customer preferences, behaviours, and pain points, businesses can tailor their customer interactions, providing a more personalized and impactful customer experience. This shift toward data-driven personalization aligns with the broader “X” vision and underscores the importance of understanding customer needs to drive meaningful engagements.

Redefining Brand Interaction and Influence

As Twitter transforms into “X,” businesses must recalibrate their approach to brand interaction and influence. Contact centres play a critical role in shaping a brand’s reputation and public perception. With the new branding, there may be a transition in how customers engage with brands and how businesses position themselves on the platform. Contact centres will play a pivotal role in ensuring consistent brand messaging and maintaining positive customer sentiment amid the dynamic changes.

Adapting to an Evolving Landscape

While Twitter’s metamorphosis introduces exciting opportunities, it also necessitates agility and adaptability among contact centres. The changing social media landscape demands continuous learning and monitoring of customer trends, behaviours, and preferences. By staying ahead of the curve, contact centres can remain responsive to customers’ needs and expectations while leveraging “X” as a powerful tool for brand advocacy and customer engagement.

As Twitter’s transformation unfolds, contact centres in Australia must embrace the winds of change and seize the opportunities presented by “X.” The rebranding ushers in a new era of customer interaction, personalization, and data-driven insights. While challenges may arise, the promise of a more innovative and interconnected social media landscape beckons. As the “X” journey commences, contact centres can chart a course for success by harnessing the power of this reimagined platform to deliver exceptional customer experiences and reinforce brand loyalty in the digital age.