Contact Centre News and Insights

Harnessing Omnichannel for Success: Highlights from Customer Contact Week 2024

CCSI

Mar 11
2 min

Harnessing Omnichannel for Success: Highlights from Customer Contact Week 2024

We are thrilled to share the exciting news of our recent partnership with Customer Contact Week Australia and NZ 2024 (CCW24), where...

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Sara Elmstrom

Aug 30, 2023
2 min

The Impact of Remote Work

The trend towards remote work did not stop with the end of the pandemic. It is ongoing and presents challenges to address.

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Sara Elmstrom

Aug 30, 2023
1 min

International Health Care Organisation

Leading a digital transformation program, the CCSI team completed a health check of contact centre, back office and digital operations.

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Sara Elmstrom

Aug 30, 2023
1 min

Government Agency

CCSI completed a health check and business process review, and reduced operational costs by 30%.

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Sara Elmstrom

Aug 30, 2023
1 min

Leading Insurer

One of Australia’s leading state based insurance brands was impacted by four catastrophic weather events in 2021-22.

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Contact centres grapple with unprecedented challenges

Sara Elmstrom

May 31, 2023
3 min

Contact centres grapple with unprecedented challenges

Digitisation & automation have become more important to businesses and offer great opportunities to enhance customer experiences.

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CCSI

Apr 1, 2023
1 min

Interview – Sara & Chloe

Contact Centre Solution International CEO Sara Elmstrom speaks with Chloe James.

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CCSI

Apr 1, 2023
3 min

Contact centres grapple with unprecedented challenges

It’s been said that digitisation and automation would lead to the decline or demise of contact centres in Australia. In reality, they’ve...

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You don’t always have to think disruption in CX

Sara Elmstrom

Mar 31, 2023
5 min

You don’t always have to think disruption in CX

For your customer, digital and operations’ strategy, delivering ”brilliant basics” is as important as the “magic moments".

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CCSI

Oct 21, 2021
5 min

You don’t always have to think disruption in CX

Sometimes it’s better just being bloody good and focussing on the Moments That Matter There are some touch points that are more...

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