This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.
The CX Industry Events Calendar is where you will find all the upcoming contact centre conferences, training courses, workshops, webinars, site tours, networking events and more in Australia and beyond that are targeted towards the contact centre industry, customer experience (CX), Customer Service and Business Process Outsourcing (BPO) industry.
We rely on Event Organisers providing all the necessary information to us for their events however where we haven’t been notified, we’ve still added the critical details to the calendar so you get a complete view of all the events coming up.
If you’d like to support us and make it easy for people to learn more about your event and book, click here to learn more >
Live chat & text chat is becoming increasingly popular as a customer channel yet managing that function requires a range of skills that are hard to come by. Service Levels, Wait Times, Knowledge Bases, Routing, Integration and Reporting and so on are just some of the factors that need to be considered so whether you are just commencing your Live chat journey or you need to apply some global-best practice skills to fine-tune your operations this course is for you.
Are you considering outsourcing for your contact centre or back-office operations? In this FREE live webinar, you will learn about the 7 critical factors you must know in order to avoid common mistakes and make informed decisions. This webinar is hosted by outsourcing and CX expert Derick Lafleur.
In this session, Vinod Muthukrishnan, Cisco`s Chief Growth Officer for the Contact Centre Business, will explore two key areas around Customer Experience:
1. Harmonising business goals with CX objectives to achieve desired business outcomes
2. Operationalising CX: How to drive actions and yield effective results?
Cyara APAC Xchange 2020 Virtual Summit will focus on how businesses have quickly pivoted their focus on cx initiatives amidst the pandemic. You’ll hear about topics such as CX innovation, home agents, effective testing strategies, Agile and DevOps transformations, and how to monitor and measure CX.
In this October 2020 Live Chat Customer Service training course designed for frontline agents, we address the role of Live/Text Chat in the Customer Experience, the 5 most important mistakes to avoid, the use and abuse of pre-scripted functionality and we teach our 4-Step structure to ensure enquiries are handled with finesse.
Budgets have been cut and CX professionals are expected to stay ahead of the curve and generally do more with less. Join Australia and New Zealand's leading CX experts as we discuss what's next in CX over for three FREE days of insights at CCO Online A/NZ!
The October 2020 Customer Service Excellence training course is our flagship Customer Service course for Frontline Team Members in Contact Centres & Face to Face Environments. The course is facilitated by global contact centre expert Daniel Ord over 4 x 4-hour sessions via ZOOM.
Like to add your upcoming event to the Australian CX Industry Events Calendar? Click here to learn more
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