The lending market is more competitive than ever before, with smaller margins, decreased cash rates, and the threat of disruptors challenging traditional lending models. With this change in focus, customer experience is now the biggest means for banks, credit unions, mutual funds and mortgage brokers to differentiate from the competition and ultimately maximise market share. Loan Origination Excellence will bring lending specialists together t...

A road map for transitioning your contact centre technology, processes and staff from traditional channels and skills sets to a multi-channel environment. The Government Contact Centre Summit 2013 has been designed to give you the tools to shift your technology, people and processes to an increasingly digital environment. This year’s event will focus on: Using self-service channels to increase customer satisfaction and reduce the inciden...