Conversations in Isolation: The Wisdom of Fiona Keough, CEO Auscontact

Conversations in Isolation is a series of podcasts from CX spotlight where Steve Nuttall, Director of Fifth Quadrant, sits down for an honest conversation with business leaders in the CX space about the rapid changes happening in the world during the COVID-19 crisis... from the safety of isolation.

Our fourth episode features the wisdom of the wonderful Fiona Keough , CEO of Auscontact and long time friend of Fifth Quadrant. Fiona sat down with Steve to chat about how Auscontact is supporting an industry under intense pressure over the 12 months.


About Auscontact

The Auscontact Association was formed on 1 May 2014 as a result of the merger of the ATA (formerly known as the Australian Teleservices Association) and CCMA (Customer Contact Management Association). As one association there is 42 years of experience when the two are combined.

As a not-for-profit organisation, Auscontact's key role is to provide its members with a professional infrastructure for industry information, education and training, networking, and skills sharing; to represent the industry’s interests and views on key public policy issues; and to promote, support and champion growth, innovation and success at every level in our industry – individually, organisationally and regionally.

Auscontact is lead by industry people for the advancement of the industry. Currently, Auscontact represents businesses from private and public sectors including banking and finance, IT&T, insurance, travel, manufacturing and transport and retail.

An essential part of the Association’s responsibility is to promote and develop professional standards, ethics and best practise principles for the industry. It does this by conducting research amongst its members; providing education and training in industry standards of practise; and rewarding high achievement and professionalism through its yearly Awards program.

The contact centre industry is a large and growing area of business practice at the coalface of customer care and customer experience. The continued success of the customer contact industry in Australia is prompting new thinking amongst businesses about business modeling, efficiency and flexible work arrangements.

Auscontact's role is to elevate the contact centre industry to recognition amongst its business peers as an essential and successful business model and career choice such that the customer contact industry in Australia is a recognised profession where practitioners can cultivate a broad range of skills and enjoy a rewarding career.

If you are in the contact centre industry please consider participating in the Australian Contact Centre COVID-19 Impact Survey.

To join the Auscontact Community, visit:

To learn more about the Auscontact Association, visit:

Andrew Kerrigan

Written by Andrew Kerrigan

Andrew has been with Fifth Quadrant since the days, working across all aspects of the business. These days he is in charge of Marketing and Digital.

Topics: contact centre Business Priorities CX strategic planning CX Articles & Insights cloud-based solutions video streaming unified communications cloud solutions

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