Editor’s Note

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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.

As contact centre professionals, we have a crucial role to play in shaping the customer experience, contributing to the organisation’s reputation with consumers, and delivering against the bottom line. At Auscontact, we are committed to strengthen the contact centre industry in Australia, supporting our Members to optimise their operations and create environments where organisations succeed and employees thrive.

The past couple of years have been a challenging time for all of us and contact centres have had to adapt quickly to the changing needs of customers and employees. In this issue, we’re taking a closer look at how contact centres are continuing to evolve in the post-pandemic world.

We also explore new technologies and strategies for providing exceptional customer experiences, from the latest in artificial intelligence and automation to rethinking our views on performance.

We hope that this edition of Contact Centre Magazine will provide you with the knowledge and inspiration to take your customer service operations to the next level.

As always, our mission is to provide you with actionable insights and best practices that you can use to take your contact centre to the next level.


Fran Southward

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