It's no secret that the advent of digital and changing customer expectations is changing the role and function of the contact centre as we know it.And with the rapid pace of change set to continue to transform service delivery in the coming years, contact centres will need to continue to evolve to remain relevant in a changing and competitive marketplace.So what does 2017 and beyond hold for contact centres? And, more importantly, what types of changes in people, processes and technology will contact centres need to make to ensure they are equipped to provide an excellent customer experience in the future?Ahead of Contact Centre Week 2017, taking place 22-24 February on the Gold Coast, we caught up with five different contact centres across Australia to find out the core areas they are each focusing on to prepare and create the contact centre of the future.Read the report: Creating the contact centre of the future: What's driving change in service delivery and how are Australian contact centres preparing?In this report, you can learn more about how:•    Energy Australia is introducing self-service to create a seamless customer experience•    Qantas Loyalty is understanding the entire customer journey to create meaningful customer interactions•    AMP is leveraging data and analytics to create a personalised customer experience•    The Australian Taxation office is encouraging smarter interactions with customers•    Teachers Mutual Bank is scaling their contact centre to become digitally led For more strategies on how to develop a world class contact centre through innovation, customer experience excellence and staff engagement, download the Contact Centre Week full event guide.