The Digital Evolution within Australian Contact Centers

The Digital Evolution within Australian Contact Centers

The digital age has transformed the way in which the Australian consumers communicate. Today, customers expect to be able to communicate using multiple channels including websites, blogs, vlogs and social platforms.

These new communications channels provide new opportunities for improved customer engagement and increased revenue. But, if not properly leveraged, these can also backfire, siloing different segments of important customer data away from each other and leaving the contact center leader and customer alike frustrated.

The Ortus Club is bringing together a select group of Australian customer service and contact center business leaders to discuss and share knowledge on the specific challenges faced in adopting a more digitized approach to customer engagement. We will be discussing:

•  Cultural challenges faced by the increase in complexity
•  The digital technology journey and it’s adoption challenges
•  The perception of call center digital transformation in light of other digital transformation initiatives within the business
• Other specific challenges raised during the discussion