Auscontact Association

Highlighting a contribution to Issue 3 of Contact Centre Magazine 🔍 In this article, Glendon Jackson Evarts delves into the complexities of the often-daunting transition into a new leadership role including the challenges that aren’t often discussed. From building trust and effective communication to understanding team motivations and driving performance. If you’re navigating a new leadership role or preparing for one, this article offers practical tips to help you thrive and avoid common pitfalls. 👉 Read the full article below to discover how to embrace your leadership journey and inspire your team #leadership #careergrowth #trust #communication #motivation #contactcentremagazine

Join us for this essential program hosted by BBB Advisory, designed for both new leaders and those looking for a valuable refresher. In today’s dynamic work environment, this fundamentals course will equip you with the skills to ensure the right person is in the right place at the right time! 📊 Master Contact Centre Metrics: Demystify forecasting and rostering methodologies while identifying key agent behaviours that drive outcomes. 💥 Hands-On Impact Assessment: Engage in practical exercises to understand the true power of one. ⚙️ Flexible Workforce Management: Explore innovative strategies to enhance agent control and reduce psychosocial risks, positively impacting service levels and organisational needs. 🔄 Real-Time Resource Optimisation: Learn best practices to maximise your resources, including effective daily huddles. 🧩 Forecasting & Roster Creation: Acquire the tools to develop your own forecasts, optimise rosters, and identify shrinkages effectively. 🤖 AI in Workforce Management: Investigate the implications of AI on workforce practices and how it can streamline your operations. Don’t miss this opportunity to build a solid foundation in leadership and drive your team’s success! Register now: https://ow.ly/8JlA50THpbR #contactcentres #fundamentals #teamleader #professionaldevelopment #WFM #powerofone

Generic training programs may leave your team feeling uninspired. It is time to shift gears and check out #AuscontactAcademy. It takes a fresh approach to professional development, offering a customised roadmap that helps your team at every stage of their career. Here's how we can help you build a high-performing team: 🚀 Encourage newcomers to launch their careers with pre-entry qualifications and vital skill development programs. 📈 Upskill existing talent by offering traineeships designed to discover new capabilities and career advancement opportunities. 🌟 Fuel growth for experienced professionals by opening doors to diverse opportunities with our range of career development options and accredited qualifications. To know more, visit: https://ow.ly/ymfU50TUY5t #CXLeaders #ProfessionalDevelopment #AuscontactAcademy #ContactCentre

Highlighting a contribution to Issue 3 of Contact Centre Magazine 🔍 In the ever-evolving collections industry, digital technologies are reshaping how businesses approach debt recovery. As we embrace these technological advancements, it’s essential to prioritise customer privacy, regulatory compliance, ongoing training for agents, and more. In this article, Daniel Taylor delves into this critical transformation, highlighting the challenges and opportunities on the horizon for businesses of all sizes… Curious to dive deeper into the changing landscape of collections? Read the full article via the link below! #contactcentres #collections #CX #digitaltransformation #contactcentremagazine Credit Collection Services Group Pty Ltd

Don’t you just love that new contact centre smell? Join us for the final Queensland Committee event of 2024 at Allianz Australia’s stunning new contact centre in Brisbane CBD! What to Expect... 💡 Insightful Presentations: Learn from Allianz Australia’s award-winning team as they share valuable experiences navigating the evolving landscape of contact centres. 🚶♂️ Guided Tour: Experience their state-of-the-art facility firsthand and gain insights into their operational excellence. 🤝 Collaborative Workshop: Engage with your peers on two crucial topics; Learning and Development AND Metrics That Matter. Act Fast! Places are strictly limited and these popular sessions fill up quickly. Don’t miss your chance to be part of this engaging event! 🔗 Register Now: https://ow.ly/Tj5u50TIqhe Massive thanks to the Allianz Australia team, our Queensland State Sponsor Tacticall Recruitment and our Queensland Committee for making this opportunity possible for our Members! #contactcentre #networking #innovation #community #CX #development #metrics

🌟 Elevate Your Personal Brand! 🌟 In today's world, everyone is a brand—are you ready to market yours effectively? Whether you're job hunting, seeking a promotion, or crafting that perfect dating profile, your success hinges on how well you communicate your value. Join us for the Auscontact VIC Committee's final event of the year, featuring the incredible Demelza Donoghue! With years of experience in social media and brand strategy, Demelza will share invaluable insights on building and promoting your personal brand. 📆 28 November 📍 QT Hotels and Resorts, Melbourne ⏰ 3pm to 5pm AEDT Don’t miss this opportunity to learn how to stand out in a crowded marketplace plus, explore fresh ideas, and connect with local leaders and peers as we prepare for a successful 2025! 👉 Register Here https://ow.ly/MyU350TT2aL #contactcentres #community #personalbranding #careergrowth #networking

Highlighting a contribution to Issue 3 of Contact Centre Magazine 🔍 Is the AI-driven utopia being foretold just a productivity nightmare in disguise? Simon Kriss examines the crucial reality of the rush to integrate AI into contact centres and emphasises that the forthcoming AI revolution will not only enhance technology but also reshape our approaches to work, performance measurement, and the support we provide to employees and customers. 👉 Read the full article via the link below! #contactcentres #AI #future #EX #contentspotlight #contactcentremagazine simonkriss.ai

REGISTRATIONS CLOSE IN ONE WEEK for the 2024 National Excellence Awards Celebration—an extraordinary evening dedicated to honouring the exceptional achievements in our industry. Join us as we unveil this year's national winners and mark the 30th anniversary of the Auscontact Excellence Awards! ✨ 📅 Friday 15 November 🕦 6:30pm to 11:30pm 📍 voco® Brisbane City Centre Don’t miss out on this opportunity to be part of this milestone event and, witness and celebrate the outstanding talent driving our industry forward. 🔗 Register by 5pm AEDT 31 October: https://ow.ly/pS0H50TirvM #auscontact #nationalexcellenceawards #contactcentres #customerservice #customerexperience #employeeexperience #celebratingexcellence

The Auscontact NSW Committee invites you to celebrate the end of the year with your industry peers for a night of connection, laughter, and holiday cheer! What’s on the Agenda? ❓Trivia Night: Test your knowledge with a trivia experience that combines your expertise in contact centres with fascinating facts about the All-Australian Brewery!  🍽️ Delicious Brews & Food: Enjoy a selection of Sydney’s finest craft beers and delicious dishes that will keep the conversations flowing.  🎉 Prizes & Surprises: Compete for exciting prizes in the trivia game and maybe even a few surprises along the way. This event is all about celebrating our shared experiences and successes while building valuable relationships within our community. Come ready to connect, reflect, and toast to a fantastic year together! 🥳 Don’t miss out—register today: https://lnkd.in/d58-7GRy #contactcentres #community #celebration #EOY #networking #trivia

Highlighting a contribution to Issue 3 of Contact Centre Magazine 🔍 Check out this insightful article by Ian Aitchison from COPC Inc., which draws on key findings from the 2024 Australian Contact Centre Salary and Workplace Insights Report... exploring the evolving landscape of our industry, highlighting both the challenges and opportunities on the horizon for leaders and organisations. Ian addresses the complexities of balancing higher salaries with ongoing employee dissatisfaction, as well as the impacts of offshoring, and more 💭 👉 Read the full article via the link below! #contactcentres #industrytrends #salaryinsights #contentspotlight #contactcentremagazine