What are the 4 top uses of Intelligent Process Automation for your Contact Centre? Intelligent Process Automation (IPA) has become increasingly popular across various industries, including the contact centre industry in Australia. IPA technology can automate repetitive and mundane tasks, reduce errors, and improve the efficiency and effectiveness of business operations. In this article will…
From Uni to the World of CX: Lessons Learned and Golden Nuggets of Advice. It recently dawned on me that I’ve been out of uni for two years now. This was a scary reminder of how time flies, and as good a reason as any to write my first blog at Customer Science Group. In…
What are KPIs? Simply put, key performance indicators (KPIs) are measurements that track how well organisations are achieving their goals. KPIs vary across industries and departments, but they typically measure financial goals and business outcomes. KPIs can be as broad or as narrow in scope as you wish. They can measure comprehensive business goals,…
Not so long ago, it took huge investment in time, money, and meticulous planning over many months to integrate computer-based applications with the core telephony platform. Contact Centre functions were often kept centralised to contain costs, and if that platform consisted of multiple PABX systems in a private network, then the time required to integrate…
CUSTOMER SCIENCE GROUP AND UCA MERGE Customer Science Group and UCA are pleased to announce the merger of our two organisations into a single business under the Customer Science Group. The skill and expertise that UCA bring to the contact centre sector will be a valuable addition to our customer and digital consulting and professional…
This week we hosted another networking event for our network of Partners with another great turnout. It was great to reconnect with some new partners too, some of whom we had only meet in online meetings! We thrive on connecting with our networks and it was so great to see many new connections being made.…
Let’s reinvent the conversation for RPA in your business today. It is no secret that here in Australia and New Zealand we are a little bit behind the likes of USA and Europe in terms of digital strategy and automation but the conversation and uptake is gathering momentum. In our latest webinar Customer Science and Customer Service Institute of Australia (CSIA) were joined by business leaders from Hunter Water and…
Last month LivePro caught up with our very own Customer Science CEO, Todd Gorsuch, regarded as a thought leader in the diverse world of CX. “My job,” he says, “is about making every Australian’s life a bit better by helping organisations bring their customer and digital experience to life.” he’s what he had to say including his 7…
REGISTER HERE: Event Information & Webinar Registration We look forward to seeing you at the webinar, any questions, please reach out to us at marketing@customerscience.com.au
Customer Science and Doll Martin Associates are very pleased to announce their newest expert, Peter Kostantakis has joined the team as an Associate Director, bringing with him over 30 years of experience. Peter is passionate about helping businesses undergo large-scale transformations and in his spare time enjoys time with his family, skiing and scuba diving.…
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