Holiday Relief: How analytics can help ease the pressure on Contact Centre agents during the holiday season. The holiday season is upon us. It’s a time of joy, celebration, and giving. It’s a time when families come together, and the spirit of generosity fills the air. But does this spirit of generosity extend to the…
Join me as I recount my internship journey at Customer Science Group. In this blog, I share all about the experiences, skills, and insights I gained during my internship and how the opportunity has paved the way for my career ahead. My internship at Customer Science Group has been invaluable. It’s allowed me to dive…
Introducing our Automation ROI calculator – try it today! The objective of implementing automation is not to replace humans, but to ensure that people are at the heart of your digital transformation. With this in mind, our Automation team have been hard at work and we’re pleased to introduce to you our latest complimentary tool the Automation…
Navigating the Top 3 Challenges Contact Centres Face in 2023 The Australian call centre industry plays a crucial role in delivering exceptional customer experiences. However, it faces several challenges that require immediate attention. According to the 2023 Australian Contact Centre Industry Best Practice report, the top three challenges faced by call centres in Australia are…
The Power of Face-to-Face Interaction when Navigating a Softening Job Market Dear Job Seeker, If you’re currently seeking employment, this one is for you! And if you’re not, save it for later! As you navigate the pathways of the current Australian job market, consider this: a face-to-face meeting is an investment with exponential returns. It’s…
Employee Experience is the Key to Success in Aged Care. Unlocking the full potential of your aged care service centres on recognising that a satisfied and engaged workforce is an essential ingredient for customer satisfaction. In this article, Christine shares how prioritising employee experience cultivates a positive work environment, leading to improved care quality and…
Want to kick off an automation program but don’t know where to start? Introducing the art of Process Discovery To build a sustainable Intelligent Automation program, you need to have a strong pipeline of opportunities. The typical, bottom-up ‘crowd-sourced’ approach is a great place to start, as just about everyone in the business is likely…
Victoria Acts: Covid Data Revoked. As we transition into a post-pandemic world, businesses are faced with new challenges and responsibilities. One such challenge is the recent recall of workplace regulations in Victoria. In this article, our in-house privacy expert Darius Vitlin highlights 3 key takeaways and what to consider right now as these regulations come…
Harnessing the Power in Customer Interactions: The Key to Business Success. Creating exceptional customer experiences is the ‘gold’ all care providers aspire to. And particularly important in today’s competitive landscape, where convenience and efficiency are essential for business success. This article explores 3 key areas that drive the profound impact of seamless customer interactions on…
“Understanding Your Customers: the true power of Feedback and Complaints in Aged Care” In the current changing world of aged care service delivery, knowing your customers inside out is crucial for success. The Aged Care Royal Commission highlighted the real need for providers to focus and transform their organisations around their customers. One key aspect…
Customer Experience
Digital
People and Business
Technology
