Author: Rod Lester
Rod Lester
Rod Lester is the managing director for Australia and New Zealand (ANZ) for NICE. He is responsible for overseeing operations in the ANZ region, including driving local strategy and growth. With more than 25 years of sales and management experience, primarily in the ICT industry, Rod brings a wealth of knowledge to NICE. Before joining NICE, Rod was the ANZ sales director at Forcepoint, where he developed and executed regional business plans, and managed channel partner and end-customer relationships. Prior to that, he worked as senior manager at Fortinet for two years developing and executing regional business plans across Australia.
Agent engagement and performance are pivotal to the success of contemporary contact centres. As customer expectations escalate, demanding seamless and efficient service across diverse digital channels, agents find themselves at the forefront of customer experience (CX), amplifying their critical role. The future of Australian contact centres depends on equipping agents with the appropriate tools and support to meet these heightened demands. Agents require the knowledge and resources to handle increasingly complex tasks across a growing array of channels. The popularity of digital channels such as live chat, video, and in-app messaging continues to surge, placing pressure on agents to manage…
Public service’s dynamic landscape means that government departments face a pivotal challenge: evolving citizen experiences to meet the growing expectations of the people they serve. This evolution is not just a matter of preference; it’s a strategic imperative. When people call government organisations, they’ve learned to expect long waits, a lack of information, and confusing journeys. However, there has been a massive shift in expectations over the past few years, driven by experience evolution in the private sector. Today’s citizens now expect instant, frictionless, and personalised support from government organisations just as they do with private businesses. Failing to meet…
The demand for self-service is understandable. Self-service delivers a range of benefits to businesses and customers alike, including reduced costs and higher customer satisfaction. However, while self-service solutions can deliver major benefits, live voice and chat interactions should not be left behind. They are still an important part of customer service, needing support and investment as much as new self-service solutions. This creates a digital dilemma when it comes to delivering on customer experience – how much to invest in self-service channels versus live voice and chat.The global self-service technologies market is currently projected to reach US$88.33 billion by 2030.1…