The Customer Show has commissioned and important report, entitled The CX Buyers Insights Report, that shows insights of what is most important to C-Level to Team level. You can download the buyers insights report here. Key Findings While there is a lot to cover in the report the key findings were: 72% of people say Data matter:…
Wondering where to focus your CX efforts this year? What are other companies doing? Read on for an insight into where to focus your efforts this year and reap the rewards. Making your customer service metrics public When you are shopping online do you first check out their ratings and reviews? You’re unlikely to buy…
As Certified Practitioners with Customer Service Institute Australia (CSIA) we get the privilege each year to participate on the judging panel for the Australian Service Excellence Awards. We have 8 insights from our experience that we hope will help you have best in class service. There are 3 new ways of working and 5 proven…
Recently McKinsey claimed that 70% of companies expect to accelerate their digital transformation. Certainly, we know some organisations are fortunate enough to be in this situation, but this is not the case for everyone. Many organisations put digital spend on hold in the early days of the pandemic when the situation was a little more…
As we reflect on the challenges of the Covid-19 lockdown we can take a lesson from those companies that faired the best to prepare for recovery and a possible second wave. The three common themes are: Protect Employee Productivity – Implement an effective work from home model Protect Revenue – Digitise services to retain customers…
With trust becoming a more visible issue during WFH for our clients, we thought it worthwhile to explore how trust has impacted contact centres and how practical tools and methods can build trust, providing a lasting difference for contact centre performance when they return to work. Technology for WFH call centres has been available in…
Nothing makes us more proud than when our clients are recognised for their hard work on improving customer experience and service standards. NSW Trustee & Guardian looks after some of the states most vulnerable and their purpose is “to protect, promote and support the rights, dignity, choices and wishes of its customers”. Read the…
Heightened customer demand and a need for staff to work from home are causing big headaches for contact centres around the country. Airlines, banks and government agencies are among those struggling to maintain service levels amid the ongoing COVID-19 pandemic. Many have had to totally reengineer their operations in just a matter of weeks. Rather…
Working from home is not a new concept but certainly working from home on this scale is new and unchartered territory for some organisations. Due to the rapid evolution of the COVID-19 pandemic world-wide, organisations were given merely weeks to prepare for this new normal, which would see many businesses close and others working remotely…
NSW continues to lead the way in digital transformation around Australia according to Intermedium’s Digital Government Readiness Indicator Report 2020
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