When it comes to customer service, contact centres serve as the primary interface for businesses to engage with their customers. They can build or break your organisational reputation with customers, co-delivering the experience your customers remember and talk about. Traditionally, the success of these centres has been measured through key performance indicators (KPIs) such as Average Handling Time (AHT), Net Promoter Score (NPS), Customer Satisfaction (CSAT) and First Contact Resolution (FCR)
In the world of customer service, the contact centre is often the frontline of interaction between businesses and their clients. This dynamic and demanding environment is where customer experience (CX) and employee experience (EX) come together, often with transformative results. When these two critical facets intersect harmoniously, they have the power to create magic that not only delights customers but also inspires and empowers employees. If we can get the balance right, we can leverage the synergy of CX and EX to turn a contact centre into a hub of excellence that engages customers, empowers employees, and drives success across all factors.
Regardless of size, industry, and location, every member we talk to seem to be juggling multiple challenges ranging from employee attraction and retention, financial pressures, external environmental impacts, through to the pressure to transform.
Australia’s workplace health and safety (WHS) legislation is undergoing a metamorphosis, leaving the old rules in the dust and ushering in a new era of occupational caution. It’s not just a makeover; it’s a legislative glow-up that has businesses scrambling to update their safety dance routines. As the legal landscape shifts, employers are trading in their old WHS handbooks for the latest edition, trying to navigate a maze of regulatory changes that aren’t straightforward or easily understood. So, buckle up your steel-toed boots because the only constant is change, and it’s knocking on the office door like a safety inspector with a bone to pick.
Join us for the 2023 Auscontact Excellence Awards State Awards Celebrations!
Get ready to celebrate the outstanding achievements of the contact centre industry as we recognise and honour the best of the best. Mark your calendars for these exciting dates:
– Western Australia: Friday, 4th August 2023, at Hyatt Regency Perth
– South Australia: Friday, 11th August 2023, at Stamford Plaza Adelaide
– Victoria/Tasmania: Friday, 18th August 2023, at Grand Hyatt Melbourne
– New South Wales: Friday, 25th August 2023, at Doltone House Hyde Park Sydney
– Queensland: Friday, 1st September 2023, in Brisbane
Don’t miss this opportunity to join us for an unforgettable evening of celebration and recognition. Book your tickets now and be a part of this prestigious event.
Celebrate excellence, network with industry leaders, and be inspired by the remarkable achievements of the contact centre industry. We can’t wait to see you there!
Visit www.auscontact.com.au to secure your spot at 2023 Auscontact Excellence Awards in your State!