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…
Is your IT service feeling a little stretched lately? With a reasonable percentage of the workforce now working from home for the foreseeable future, this has put pressure on many aspects of running a business. Your IT area has most likely been stretched over the last few months with the impact of remote working. The…
You have probably heard the catch cry “customer service is critical to your business!”. It is a theme that has been around forever and is such a long-recognised aspect of running an operation effectively that it has become an overdone trope. The list of proven benefits are equally long including differentiation for future business, cost…
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…
We hosted our webinar on the impact COVID-19 has had on digital transformation last week with an excellent turn-out. Key themes that were consistent from the discussion: Keep remote working but remain connected to the team. Craig said to remember your introverts are thriving, but your extroverts are suffering. To help with this his team…
As COVID-19 restrictions begin to ease, organisations are assessing the impact on their digital transformation plans. Some are drastically scaling back, while others are accelerating. So, how do we reset? How do we navigate the disruption to our timelines, staffing and potential budget issues? We have bought together a panel of experts to discuss the…
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…
Customer Experience
Digital
People and Business
Technology
