delivering a great CX

The secret weapon to delivering a great CX

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The secret weapon to delivering a great CX I have just come back from a glorious two week break in Bali with my family feeling...
Its hard enough to win new customers so we've got one simple tip to help you reduce customer churn and keep your business growing in the right direction.

How to reduce Customer Churn

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How to reduce Customer Churn? Put simply - understand it, then address it! In fact, don’t just strive to understand and address customer churn – even...
Calling B*llSh*t

Customer Experience – Calling B*llsh*t

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Customer Experience - Calling B*llsh*t So much is written about customer experience. I can't think of any organisation I've interacted with that doesn't claim that...
B2B

Why customer experience is critical for B2B organisations

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Why customer experience is critical for B2B organisations For any brand that wants to market effectively in 2017, creating a great customer experience needs to...
Vintage telephone

Is Phone still the most popular channel?

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Despite the massive investments many organisations are making in new digital contact channels, the majority of customers are still turning to the tried and...
Call back technology with man praying for phone call

The evolution of call back technology

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The evolution of call back technology in contact centres As with most aspect in life, contact centres change and evolve over time. A brief outline...
customers are frustrated with omnichannel CX

4 Key reasons why customers are frustrated with omnichannel CX

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Today’s modern, tech-savvy customers are becoming increasingly demanding in their quest for a great customer experience. They expect to be able to shop anytime,...
3 key ingredients for great customer experiences showing 3 golden eggs amongst white ones

3 Key ingredients for great customer experiences

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3 Key ingredients for great customer experiences The desire to create a Customer-Centric culture has never been stronger. We are entering an era where great...
Industrial revolution

One question front line call centre staff aren’t asked enough

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How the Industrial Revolution drives bad customer experiences Author: Shane Goldberg, CustCore Consulting When was the last time you asked someone in your company who actually...
Use caution with online B2B surveys

Why you should use caution with B2B online surveys

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With customer experience increasingly being acknowledged as a key battleground for companies moving forward, it is admirable that many companies are looking to rollout...
How the Centrelink call centre lies about their stats

How the Centrelink call centre lies about their stats

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Despite practically everyone in the country either personally or through a close friend/colleague having an horrendous experience in trying to call Centrelink we regularly...
How Sydney Hotels handled new business opportunities and 10 great tips on how to deliver a great CX

Six key CX lessons from Sydney hotels

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We're a 5 star hotel, but we're not interested in your custom thanks - Six key CX lessons from Sydney hotels That’s not a phrase you’d...
The Evolution of CX in the Australian Government Contact Centre

The Evolution of CX in the Australian Government Contact Centre

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The Evolution of CX in the Australian Government Contact Centre The communication revolution has transformed the way we connect in this device driven world. As...
The problem with CX Mystery Shopping programs

The problem with CX Mystery Shopping programs

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Some time back one of the local Awards Clubs introduced a Customer Experience Mystery Shopper Award into its portfolio. Cool I thought – it will...
Why contact centres need to stop Karate chopping their customers

Stop karate chopping your customers

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There are some odd approaches to achieving 'productivity' in the Contact Centre industry. One of my least favourite is what I call 'Karate Chopping' the Customer. Here's...

Why you should forget the customer experience trends in 2017

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As usual at this time of year, any number of articles and posts have been written identifying key trends in a range of service...
Its all about the resolution

Contact Centre CX – Its all about the resolution

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Customer Operations executives are continually refining their service delivery models to accommodate for new digital strategies, new business growth, ever increasing performance expectations of...

AMP Customer experience transformation

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Continuing on with news Medibank is to start using Net Promoter Scores (NPS), the AMP CEO, Craig Meller, has also outlined his focus on...
Superannuation Funds customer experience

Why the Superannuation Funds customer experience is so important

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If you look at the recent Auscontact Association award winners in Victoria its pretty easy to see that Superannuation contact centres featured heavily in both...
hate about Contact Centre surveys

Things customers hate about Contact Centre surveys

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With access to customer feedback technology easier than ever to access and a call centres eternal love of all things data, the door is wide open...
census hotline

Census hotline in meltdown

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Its been a bad week for Government call centres. First South Australia's Child Protection Minister Susan Close showed complete incompetence in her understanding of...

Don’t worry about the Abandoned Calls metric – Government Minister

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Looks like we have a new call centre expert amongst us. South Australia's Child Protection Minister Susan Close has declared that the Abandoned Calls metric...
Sportsbet is a game changer

How Sportsbet Customer Service is changing the game

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Whilst I've personally had a pretty crap experience with Sportsbet (You can read about my article '8 reasons why the Sportsbet Customer Experience sucks') there...
4 Call Centre Myths debunked

4 Call Centre Myths debunked

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We love any article that tries to bust a few myths about the contact centre industry and Callback software provider Fonolo have recently published the...
When online bookings go wrong

When online bookings go wrong

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There is no doubting the convenience of booking your holiday online without having to speak to a single person. But what happens when online...
Apple Beats replacement earplugs

My personal gripe with Apple and Beats

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Anyone that knows me well would be aware of my (almost) fanatical love of Apple products. With a video production business that is fully dependent...
electricity meter

Energy Australia has a Chief Customer Officer

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Disruption in the electricity sector is forcing the industry to change the way it deals with customers, and not before time. After years of profitably existing in...
meme in a customer response

Is using a meme in a customer response appropriate?

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Is using a meme in a customer response appropriate? it seems its an issue that has divided the community. With Telstra causing a National outage...
how digital is changing your contact centre

How digital is changing your contact centre

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This isn't a crystal ball article about what you can expect in the future, its about how digital is changing your contact centre NOW! ...
10 Commandments of a Customer Service religion

The 10 Commandments of a Customer Service Religion

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Maria Lebed, from Provide Support shares her views on the 10 Commandments of a Customer Service religion. There were some great points in the article so...
customer service trends for 2016

The top five Customer Experience trends for 2016

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Interactive Intelligence predicts how artificial intelligence, IoT, mobile and other technologies will revolutionise the customer experience trends for 2016  A massive 89 percent of companies plan to compete...
contact centres ready for millennial demands

Are contact centres ready for Millennial Demands?

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As our customer base keeps changing – have you noticed the trends that continue to impact the way individuals interact with your contact centre,...
the difference between customer satisfaction and customer experience

Whats the difference between customer satisfaction and customer experience?

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Ever wondered what the difference between customer satisfaction and customer experience is? Wonder no more! In the 80's came the discovery of knowing what customers...
digital customer experience

Elevating your Digital Customer Experience

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Organisations wanting to differentiate their digital customer experience look no further! The Digital Banking Report entitled, 'Customer Service in the Digital Age', provides 11...
customer centric strategy

Introducing the customer centric strategy

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Marion Debruyne, author of “Customer Innovation: Customer-Centric Strategy for Enduring Growth,” suggests that if there's one thing we know for certain, it's that we're...
mobile is changing the Customer Experience

How mobile is changing the Customer Experience

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You only have to catch public transport to realise just how much mobile is changing the customer experience. But if you were to ask...
error tolerance

Error Tolerance: The new wave in Customer Experience

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Does your business promote error tolerant design? (for example, the Apple “lightning” connectors that literally don’t have a “wrong way” to plug in) and...
importance of customer experience

The critical importance of customer experience

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Guest blogger on Call Centre Helper, Maz Iqbal, in summing up the importance of customer experience, suggests "in today’s business climate the health of...

Customer Experience Management; The way of the present

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Customer experience management is today's call centre slogan, much as "social media guru" was a number of years ago. Indeed, it's difficult to have...
NPS is helping Telstra evolve

How NPS is helping Telstra

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Building a clear action plan around customer analytics, along with cross-function collaboration, have been vital in making Telstra’s customer engagement efforts a success, according...

Another poor telco customer experience in Australia

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Bella Katz from the NZ Herald Sun is yet another dissatisfied customer who shared another poor telco customer experience in Australia. Bella tells of the...
difference between customer experience and customer satisfaction

What’s the difference between customer experience and customer satisfaction?

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Today’s leading marketers have customer experience top-of-mind—and that makes perfect sense because customer experience is now driving the future of business. However, sometimes, when...
welcome mat

How to create an intuitive first point of contact

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We're going to give away a surprising secret about how to create an intuitive first point of contact in your call centre. Customers don’t want...
2015 contact centre trends

2015 Contact Centre Trends (So Far)

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Here's an interesting article from Firstsource talking about the 2015 Contact Centre trends (so far!)... As we set in motion new plans for 2015 with...
What type of restaurant is your call centre?

What type of restaurant is your call centre?

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What type of restaurant is your call centre? Is a weird question sure, but bare with us as we explore the analogy.... Have you ever...

The evolution of customer service

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Try as they might, companies often miss the mark in trying to deliver a great call centre experience. About a month ago, I opted to...
Telstra's Digital Contact Centre

A sneak inside Telstra’s Digital Contact Centre

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Telstra have opened the doors and allowed some insight into their digital contact centre centre and how customer behaviours are changing towards a digital future.  Deep inside Telstra's...
offshore call centre

Do call centre accents impact on customer service?

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By now you've most likely had an experience with an overseas call centre so have you ever pondered do call centre accents impact on customer service? Latest...
stop wasting customers time

Stop wasting customers time is the key to success

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Customer service has a much greater impact on consumer buying decisions than ever before. In the era of instant information, consumers have easy access...
Why the Sportsbet customer experience sucks

8 reasons why my Sportsbet customer experience failed

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Like a lot of Australians I enjoy a punt or two on sports. I'm not exactly a large punter though with my betting typically...
customer experience

Customer Experience: it’s just another term for Customer Service… isn’t it?

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Customer Experience, CX, CE...whatever you want to call it, it seems to be the #1 buzz word in business at the moment. Even looking...
Agent experience

How the agent experience influences the customer experience

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Those of us who manage contact centres tend to think of the customer experience as something like a short auto trip: You drive from...
Prediction

What will 2015 bring for customer experience

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What will 2015 bring for customer experience? Keeping ahead of the customer experience is crucial in our industry. As we explore predictions and strategies for...
how to avoid your IVR ending up like the walking dead

How to avoid your IVR ending up like the walking dead

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How to avoid your IVR ending up like the walking dead and not drive your customers away. In the hit US show on AMC, The Walking...
customer loyalty

3 Simple ways to build customer loyalty

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No business can be successful without them so we reveal 3 simple ways to build customer loyalty. Sam Walton once said, “There is only...
Customer service versus KPI

Customer service versus KPI targets

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It right up there with some of the most epic battles in the universe - Customer service versus KPI targets. As customer management organisations, at what point...
why customer experience is mission critical

Why customer experience is mission critical

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If you are reviewing your business strategy you need to know why customer experience is mission critical! A well defined customer experience strategy is no...
5 tips to humanise your customer experience

5 Tips to humanise your customer experience

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Do you experience a mild sense of dread when you need to call a company you do business with to resolve a problem? If...
Optus plan to improve customer service

Optus plan to improve customer service

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Optus plan to improve Customer Service and increase the marketing efforts to help regain market share. Although the number of Optus customers has dropped by 160,000...
Vodafone's Social Media focus

Vodafone’s Social Media focus

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One an typical day, Vodafone staff handle an average of 224 comments on Facebook, 126 tweets and 70 posts on its customer forum, and...
Public service job cuts are increasing customer aggression

Public service job cuts are increasing customer aggression

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Public service job cuts are increasing customer aggression according to a recent survey of over 5,000 public servants. The survey canvassed the impacts of...
Which Australian airline receives the most customer complaints

Which Australian airline receives the most customer complaints?

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Ever wondered which Australian airline receives the most customer complaints?   According to a recent report from the Airline Customer Advocate, low budget airline, TigerAir...
Virgin Mobile's customer service failure

Virgin Mobile’s customer service failure

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Virgin Mobile's customer service failure has been highlighted during a recent network outage. Virgin Mobile Australia's social media accounts and call centre was hammered with complaints...
Domino's Social Media care moves to 24/7

Domino’s Social Media care moves to 24/7

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Domino's Social Media care moves to 24/7 after announcing it is now monitoring its social media accounts 24/7. Previously consultants would log off at 10pm,...
Transurban improves customer wait times after recently purchasing Queensland Motorways.

Transurban improves customer wait times

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Transurban improves customer wait times, well thats the claim anyway from CEO Scott Charlton after he announced the purchase of Queensland Motorways. Toll road...

Olympus opens customer experience centre in Melbourne

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Olympus opens customer experience centre in Melbourne. The Japan-based manufacturer of professional opto-digital products has opened its new state-of-the-art facilities including a fully operational Customer Experience...
How NIB improve customer interaction

How NIB improve customer interaction

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At the Customer360 Symposium this week we learnt how NIB improve customer interaction is by integrating their online and offline interactions. CMO of NIB Health Fund...
Ricoh officially opens new call centre

Ricoh officially opens new call centre

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Ricoh officially opens new call centre in Sydney. Office equipment and print solutions vendor Richo officially opened its 5 star, green star rated Centre...

Why people switch banks

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Why people switch banks has been revealed in the 2014 Global Consumer Banking Survey with 35642 participants from 43 countries, including 414 participants from Australia. The report states...
Perth's customer service culture change

Perth’s customer service culture change

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Perth's customer service culture change is the focus of a comprehensive strategy titled Destination Perth.  Perth's Tourism Council has revealed its strategy that will enhance the...
Telstra privacy breach impacts 15,000 customers

Telstra privacy breach impacts 15,000 customers

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A recent Telstra privacy breach impacted 15,000 customers in May 2013 through a failure of one of its software platforms. In May 2013, 15775 names, phone...
Telstra launches Digital First strategy

Telstra launches Digital First strategy

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Telstra launches Digital First strategy aimed at improving customer service through a significant investment in new digital technology over the next three years. The program...
more to NPS than a number

There is more to NPS than a number

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One of the advantages of working for an outsourcer is that I get the opportunity to understand how each of our clients is using...
ANZ claims increased call wait times don't matter

ANZ claims increased call wait times don’t matter

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ANZ claims increased call wait times don't matter and in an internal email sent to staff on Friday, they announced they will be lowing the target...
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