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Dear Readers,

We are excited to bring you the inaugural edition of Contact Centre Magazine, filled with valuable insights and information to help you navigate the ever-changing landscape of customer service.

The role of the contact centre in making or breaking reputations, organisational results, and brand loyalty, has never been more important than now. Social media and a 24/7 news cycle, means the customer voice is louder than ever and their changing expectations, equate to opportunity for any organisation attuned to that voice, and ready to pounce.

Not-for-profit organisation DV Safe Phone was established 2 years ago during the pandemic and is now hitting major milestones to help people affected by domestic or family violence across Australia.

In early 2020, Ashton Wood was doing a spring clean, and was struggling to donate used items to charity shops which had all closed due to COVID lockdowns. Ashton reached out to a police officer friend to see whether they knew of any charity options he could access with used goods. During the conversation, he learnt that what they really needed were mobile phones to give to domestic violence victims who were trying to escape dangerous situations.

Artificial Intelligence revolutionising Customer Experience in Contact Centres through Automation and Personalisation

Emma Sudano

In the current epoch of artificial intelligence, society is experiencing a substantial evolution as artificial intelligence (AI) is disrupting the conventional methods of existence, employment and intercommunication by streamlining processes, augmenting discernment and fostering novel developments and advancements.

Auscontact, the contact centre’s peak industry body in Australia and New Zealand has today launched Contact Centre Jobs. With the growth in the contact centre industry and on-shoring trend, there is a growing demand for skilled professionals who can support and enhance contact centre operations. In fact, this demand is projected to increase from 10.8% between 2022 and 2029. With this in mind, the launch of the new contact centre job board, www.contactcentrejobs.com.au, is a much-needed development for the contact centre industry in Australia.

www.contactcentrejobs.com.au is a job board that is designed to cater to the needs of contact centres in all areas of Australia. The job board will be rolled out into New Zealand and South East Asia over the next six months, making it a valuable resource for job seekers and employers alike. The job board is an Auscontact job board and will feature all jobs in contact centres, including entry-level and senior roles.

“Always give people more than they expect to get.”

The contact centre industry is a rapidly evolving landscape with the industry impacted significantly over the past few years. As contact centres adapt to changing demands from customers and agents, top leaders and influencers have reimagined the workforce, and recreated a version of contact centre excellence not seen before.

The emergence of new technologies, platforms and applications transcends the past in a way that has contact centres motivated for change.

Through this time there have been individuals who have been driving this change, and have made a lasting impact on those they are leading, and the industry as a whole. The Top 100 Influencers in the Contact Centre Industry are a group of professionals who have made significant contributions to the growth and development of this industry. They have brought new ideas and innovation to the table, inspiring others to push the boundaries of what is possible.

These influencers have demonstrated exceptional leadership, creativity and commitment to driving excellence in the contact centre industry. When we asked for nominations for industry influencers, we were overwhelmed by the number of nominations we received. Many nominated multiple times by peers, colleagues and staff for their leadership, others for their role in vendor organisations. Needless to say, it was a tough job to come up with only 100 influencers and it shows that the future of the contact centre industry is in very safe hands. Their insights and thought leadership have helped shape the industry in a positive way, and they continue to inspire and motivate others to do the same. From customer experience experts to technology pioneers, the Top 100 Influencers represent a diverse range of perspectives and approaches to the industry.

What makes these influencers unique is their ability to adapt to the ever-changing landscape of the contact centre industry. They are constantly looking for new and innovative ways to improve the customer experience, drive efficiency and optimise performance. They have a deep understanding of the challenges and opportunities facing contact centres, and they use their expertise to guide others to success.

In recognising the Top 100 Influencers in the Contact Centre Industry, we celebrate their achievements and the positive impact they have made on the industry.

We acknowledge the hard work and dedication that has gone into driving change and shaping the future of this dynamic and important industry.

 

Ayelet Mendel-Girin – Group Head of Customer Experience at Humm Group

Ayelet has made an incredible mark on the CX industry in Australia in a remarkably short period of time. A senior customer experience leader, Ayelet builds the bridge between the present and the future, building purpose and creating a compelling customer vision. Passionate about creating a collaborative, customer-first culture, Ayelet specialises in building and executing the full Customer and Employee Experience Strategy. Ayelet has partnered with iconic brands including Microsoft, CBA, Deloitte, American Express, Kimberley-Clark Corporation, IBM, Jaguar and Pfizer, transforming their customer experience and taking them to the next level. Taking out numerous CX and Product Industry awards this year including Canstar, Finder, Product review, Ashton Media, Mozo Experts Choice, Ayelet was named the Australian CX Leader of the Year in 2022. Ayelet can be seen out and about presenting at key industry conferences, contributing to industry publications, and is a valued contributor to Matchboard’s Industry Advisory Board. Definitely one to watch!

As we continue to explore the most influential people in the contact centre industry, we are pleased to present the next 20 influencers. These individuals have made significant contributions to the industry through their thought leadership, expertise, and dedication to improving customer experience.

 

Daniel Taylor – Founder & CEO of CCSG

Daniel Taylor is the Founder and CEO of CSSG Group of Companies. An experienced leader with more than 20 years in the industry, Daniel is a successful executive who fosters talent, celebrates success, and challenges norms. Daniel has a strong understanding of customer, innovating service delivery approaches to deliver optimised results. Daniel applies an inclusive leadership style, looks for ways to enhance the employee experience to provide an environment that supports development, personal growth and career success. Daniel is generous with his expertise; he provides support, guidance, and insights to others within the industry, and is a well-respected industry leader. Daniel can be seen speaking at industry events where he provides his views on topical issues. A non-executive director on several boards, Daniel is invested in giving back to the community and broader industry. Definitely a leader to watch.

We are proud to present the next 20 influencers who have driven change in the contact centre industry. Their exceptional leadership and innovation have been recognised, and we are proud to showcase their accomplishments.

 

Lyn Trewenack – Director at BBB Advisory

Lyn Trewenack is a contact centre executive with over 25 years’ experience establishing and managing large and complex customer facing operations. Lyn has worked across multiple industries including banking, insurance, and telecommunications. She has used that operational experience and coupled it with project management rigour to establish new award-winning contact centres and manage customer focused business transformations. Working with some of the world’s leading brands including Virgin, Citibank, Westpac, and Suncorp, along with local Government bodies, Lyn is a respected leader and trusted mentor with a track record in creating sustainable outcomes. You will see Lyn speaking at industry events, participating in customer experience discussions and debates, consistently challenging companies on how they deliver and measure the customer journey. Lyn is an absolute powerhouse within the contact centre industry, a fierce advocate for the continued development and evolution of the customer experience and a committed coach and mentor to emerging talent across the industry. Lyn sits on the Qld state Committee for Auscontact and continues to influence the direction of the industry in everything she does.

Continuing our series on the Top 100 Influencers in the Contact Centre Industry, we are excited to present another group of 20 individuals who have left a lasting impact on the industry. Through their passion, hard work, and innovative ideas, they have helped shape the future of customer experience.

Kim Thirkle – Business Sales Capability Manager at Synergy

Kim Thirkle is the Business Sales Capability Manager at Synergy. An exceptional people leader, Kim engages, empowers, and challenges her team to be curious, and challenge the status quo. With almost 20 years in the contact centre and customer experience industry, Kim has a deep passion for exceptional customer service. Kim has built an amazing and successful team, is part of an award-winning organisation where her leadership skills continue to contribute to growth and organisational success. Kim is heavily invested in supporting emerging leaders and talent, she provides mentoring, coaching and leadership advice, is active at industry events and is well respected in the industry. An exciting and passionate leader, Kim is ensuring that her people feel valued and supported as they grow the capabilities needed to succeed. Definitely a leader to watch.

To pursue our series, we highlight 20 more individuals who have made significant contributions to the contact centre industry. We recognise their exceptional expertise and dedication to customer experience improvement, and believe they deserve recognition for their impact on the industry.

 

Anna Stokes – Director Global Product Management at Enghouse Interactive

Anna Stokes is the Director, Global Product Management for Enghouse Interactive and manages one of Enghouse’s eight contact centre portfolios. Anna has travelled extensively in ANZ and Asia, Europe, UK, and the Americas visiting customers and channel partners and learning how different organisations manage the challenges of CX delivery across the globe. With over 16 years in the telecommunications industry, managing contact centres, implementing product developments, and creating innovation in contact centre and mobile environments, Anna loves the challenge of meeting new industry needs with innovative technology and bringing this to the global contact centre market. An absolute industry powerhouse, strong problem solver, and strategic thinker, Anna has a deep understanding of the challenges faced within the CX environment from both the customer and organisation’s perspective. A strategic partner and well respected expert across the globe.

We proudly present the last 10 outstanding individuals from our  series on the Top 100 Influencers in the Contact Centre Industry. These thought leaders have remarkable expertise and dedication. We acknowledge their impact on the industry and recognise their accomplishments.

 

William Forster – Group Customer Experience Lead at Dulux

William Forster is the Group Customer Experience Lead at Dulux. With a substantial track record of building and leading large, geographically dispersed teams in fast paced and fast-growing businesses, William has more than 20 years’ experience in the contact centre and customer experience industry. Delivering sales and great customer experiences across multiple industries, William is an exceptional leader who can lead an operation directly or work with vendor/s to make things happen for customers and clients. A transformational leader who builds strong organisational culture, William brings his people on the journey, ensuring they are connected to the organisational strategy and goals. A strong people leader who believes that a happy and engaged team will actively contribute to the success of the organisation and deliver significantly better than expected results for the company, the customer and themselves. An asset to any organisation.