What are Australia’s contact centre and customer experience leaders predicting as the top trends for 2023? We spoke to executives from organisations including NRMA, Booktopia, Avant, Aon, Intuit QuickBooks, Department of Transport (WA) and Prospa. Here’s what they said. The Human Connection According to Lesley Hunter, Director of Client Services at Aon, the need for….
1 in 3 marriages end in divorce, but the rate of relationship breakdown between clients and vendors in the BPO (business process outsourcing) world is certainly higher. There are many reasons for this: for example, when new executives arrive at companies, they bring with them change, which may include preferred vendors they’ve worked with before,….
Reckon is a leading provider of accounting software trusted by 600,000+ customers globally. In this exclusive interview with Alex Alexandrou, GM Operations, we explore why Reckon continues to score so highly in customer ratings. Can you describe the customer service environment at Reckon? Reckon is known for its great customer service and we pride….
Note: since this interview, Susie Morgan has moved to a new role as Beyond Blue Support Service Manager at Remedy Healthcare. Please consult LinkedIn for up-to-date information. We talk everything customer in this exclusive interview with Susie Morgan, National Contact Centre Manager at I-MED Radiology. What does the contact centre at I-MED Radiology look like,….
If you believe competitive advantage comes from an ability to deliver a great customer experience, it follows that the people who interact with your customers are one of the most important assets you can invest in. Even with the best designed processes and smartest software, if a customer service agent messes up, that’s potentially a….
Note: since this interview, Angelo Azar has moved to a new role as C.O.O. at Honey Insurance. Hollard Insurance is an award-winning challenger serving the Australian market with a wide range of insurance products. Angelo Azar, Head of Operations for the Personal Lines division, shares their key metrics for success, most exciting digital transformation initiative,….
Note: since this interview, Alex Huntley has moved to a new role as Head of CX at Swoop. Please consult LinkedIn for up-to-date information. A home-grown ecommerce success story, Booktopia has over 4 million Australian customers. Head of Customer Experience, Alex Huntley, shares the company’s CX evolution through a period of rapid growth, and the….
Finding customers can be difficult, but there’s a method to it that anyone can learn and follow. We had a brainstorm and came up with 99 ways to generate leads and acquire customers – from traditional sales and marketing to the latest digital techniques. Digital marketing has been a great leveller – now any business,….
Note: since this interview, Laura mazin has moved to a new role. Please consult LinkedIn for up-to-date information. While poor Internet coverage has crippled some countries, nbn has played a key role in keeping Australian businesses running through COVID-19. In this exclusive interview with Matchboard, nbn’s Laura Mazin provides insight into nbn’s approach to business….
Note: since this interview, Jason Murray has moved to the role of CEO at Spirit Super. Please consult LinkedIn for up-to-date information. “We’re one of Australia’s oldest and largest super funds, and our members have come first for over 100 years.” These words on the website of QSuper echo the company’s passion and commitment to….
Virtual assistants make use of NLP (natural language processing) and conversational AI to provide information and answers to questions in spoken or written language. In their simplest form, they can screen enquiries to better route them, and handle simple or repeat enquiries. With additional integration and training, they are able to deliver personalised answers and….
Gamification in the contact centre brings together an effective platform and techniques that improve employee engagement, to help businesses achieve their commercial and customer experience targets. Effective games are structured on behaviours, with intelligently defined goals and rules for how to go about achieving them. That doesn’t stop them being fun, of course. The point….
Customer feedback technology is used to measure key CX metrics – such as Net Promoter Score (NPS), customer effort and customer satisfaction. The purpose is to gain insights to improve the customer journey at all touchpoints and across all channels. Customer survey platforms are now standard for most businesses, so the trend and differentiator across….
WebRTC is an open source framework that allows web browsers and mobile applications to run rich, multimedia, real-time communications without the user having to download plugins or external apps. Most web-based voice or video chat interactions require the users to login and access a third-party application such as Skype or Whatsapp, or subscribe to some….
Halloween is not far off. So take five minutes to consider a few simple Customer Experience tricks (and treats) you could put in place now to make your customers love you even more! Don’t scare off your customers Do your customers know that contacting you will be a frictionless, straightforward process? Or do they dread….