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…
How to Handle Privacy Breaches inside your organisation. A privacy breach is somewhat of a worst nightmare for many businesses and their customers. The lack of information when they are first discovered often induces confusion and decision paralysis. Many questions are thrown up, often without clear answers. What happened? Who as affected? Are we still…
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…
2021 was another interesting year and while (in NSW and VIC) we were mostly relegated back to online meetings we still kept our fingers on the pulse and kept well connected with clients and partners. Here are some innovative highlights and insights from our team of experts: Shiny software needs a great CX too…
Communication between a business and it’s consumers is one of the most important foundations of good customer experience. It’s in this way that, as a key element in providing this communication, the telephony system that is used can be seen as one of the most important pieces of infrastructure that a company can invest in. Updating and improving from…
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.…
PRIVACY – YOUR BUSINESS RISKS, PRIORITIES AND ACTIONS Over 70% of all Australians consider privacy a major concern in their lives and privacy is widely accepted to be one of the most critical considerations for any business, especially those that handle customer data. There are obvious challenges and risks in managing privacy, in meeting the related legal obligations, and in integrating it all with business operations. Some very public failures of privacy, and businesses, are ongoing discussion points with our peers…
It’s no great secret that companies with great customer experience are generally more successful and thanks to the increasingly prevalent digital technologies and savvy customers, customer experience is reaching new heights. Despite the fact many businesses are happy to accept the need to improve customer experience, it’s easy to get stuck in a long, drawn-out process of increments, gradually…
As the world becomes increasingly digital, businesses are making fundamental changes and re-examining old operating models to stay relevant and competitive through processes of digital transformation. Broadly speaking, digital transformation refers to the process of integrating technology into all areas of business, including but not limited to, the culture of the organisation and to drive significant change in the business model. This is important at the best of times,…
Customer Experience
Digital
People and Business
Technology
