Customer experience consulting – what it covers and how much it costs

If there’s something all businesses have in common, it’s a desire to have happy customers. After all, happy customers translate to a healthy business and bottom line. So it’s no wonder that customer experience (CX) consultants are in high demand, working with executives and business owners to understand customer wants and needs and translate them….

Read more

How one education company successfully pivoted operations during Covid

Note: the below interview was conducted in 2023 and Steve Culpeper has since moved to a new role. Please visit LinkedIn for up-to-date information. Education was one of the hardest hit sectors in Australia during Covid. Through an innovative approach to cost reduction and course delivery, Gradability – Australia’s largest dedicated graduate employability specialist –….

Read more

Trends in inbound and outbound call centres in Australia and offshore

Back in the good ol’ days, when life was oh so simple, most call centres were either inbound or outbound. Inbound teams dealt with customer service, and outbound teams focused on sales. In the last 20 years, the rise of omnichannel and the demands of customers have blurred the lines, and changed both functions completely…..

Read more

Interview with Bizcover CEO Michael Gottlieb on winning with customer experience

BizCover is a market-leading online insurance service, with 170,000 SME customers across Australia and New Zealand. In this exclusive interview, CEO Michael Gottlieb talks about Bizcover’s winning approach to customer experience, and where the future opportunity lies. How does the customer experience at BizCover, differ from traditional insurance brokers? Most SMEs are time poor and….

Read more

Top tender tips for a winning proposal

With face-to-face meetings declining since Covid, producing a stand-out tender submission has never been more crucial for winning new business. A proposal that effectively demonstrates your understanding of what’s required, how you’ll provide a successful solution, and a clear picture of what your solution will deliver for the client, are all compelling reasons to choose….

Read more

Interview with Celeste Carnovale at Hertz: Customer Service, Culture and Covid

Celeste Carnovale is Customer Care Centre Lead, Asia Pacific at Hertz. In this exclusive interview, she shares Covid learnings, cultural differences in customer service, and the big trend in contact centres.   In what ways did customer service at Hertz change during Covid? As you can imagine, when the breakout initially happened, many customers had….

Read more

Recruitment Process Outsourcing: RPO benefits, models and services

In this article, we describe everything you need to know about RPO (Recruitment Process Outsourcing), from models and services to cost and operational benefits! What is Recruitment Process Outsourcing? RPO is a form of outsourcing whereby one organisation contracts with a specialist company to handle all or parts of its talent acquisition and hiring process…..

Read more

Behind the wheel of Member Experience at Car Next Door

In this exclusive interview with Matchboard, Glen Robinson takes us behind the wheel of Member Experience at Car Next Door (since rebranded to Uber Carshare) – Australia’s largest peer-to-peer car sharing platform and recognised as one of Westpac’s top 20 businesses of tomorrow. What are the key metrics you use to measure customer success and….

Read more

Offshoring and Outsourcing: Definitions, Models and Segments

Outsourcing is the contracting of a service to a third party. The outsourcing industry is broken down into segments, the largest of which are BPO and ITO (collectively referred to by some as IT-BPO). These two segments are estimated to represent a global market value of US$700 billion.  ITO is the larger of the two…..

Read more

What differentiates Sri Lanka for Business Process Outsourcing

Unlike many industries, business process outsourcing (BPO) has continued to grow through the pandemic. COVID-19 caused an increase in activity for banks, insurance companies, government agencies and so many others, who struggled to cope internally and turned to outsource partners for help. Increased comfort with remote working and the need for strong business continuity arrangements….

Read more

61 Essential Facts about Outsourcing to Fiji

Fiji has been called “the contact centre industry’s best-kept secret” and the “new frontier” of business process outsourcing. It may not be the first country that comes to mind for Australian and New Zealand businesses looking to outsource, but that is changing – rapidly. Government and industry are making a concerted effort to make the….

Read more

Interview with Mattie Minas, GM, Customer Contact Centres at Spotless Group

In this exclusive interview with Spotless Group, Mattie Minas, General Manager, Customer Contact Centres, reveals COVID learnings at one of the largest providers of integrated facilities services in Australia. How did the Spotless contact centre change through Covid? The biggest change for our Contact Centre was a transition from a 100% office-based environment to a….

Read more

NSW Minister for Customer Service reveals top 5 digital transformations

Note: Victor Dominello has left the NSW Government and now runs an independent management consultancy. Please consult LinkedIn for further information. He says he’s “proud to be a geek”, but that’s an understatement: in two short years as Minister for Customer Service, Victor Dominello has systematically transformed the way the citizens of NSW interact with….

Read more

Contact Centre Gamification

Part psychology, part technology, gamification is about more than providing staff with incentives. The aim of a gamification program is to influence behaviour so that the tasks required to achieve the organisation’s goals and objectives get done, and get done correctly. It essentially means codifying and systematising the rewards process which runs informally in most….

Read more

1 2 3 4 5 14