CX in Life Insurance post the Royal Commission

The Royal Commission had a significant impact on the Australian financial services industry, including life insurance, which suffered from aggressive telemarketing tactics and consumer confusion about coverage. Not only is there room for improvement within the existing market, the opportunity equally lies in attracting more than two thirds of Australians who don’t even have a….

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CX in Superannuation: time for change

The superannuation industry has changed. Australians are more than ever aware of their retirement options – 35% of people are likely to switch superannuation providers according to a Canstar report. Coupled with regulation change as a result of the Royal Commission, super funds are now under pressure to become more customer-focused to retain and grow market….

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What does it cost to outsource to the Philippines?

One of the top drivers for going offshore is, unquestionably, cost. This white paper provides an overview of wages for 15 of the most commonly outsourced roles in the Philippines, including call centre worker, graphic designer, software developer and social media manager. In addition, management fees charged by third party firms who assist with recruitment,….

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How retailers can fix broken customer experience

Based on a survey of 2,000 shoppers, this report identifies the top frustrations of consumers browsing or buying online and in-store. A simple fix is proposed for each pain point, as well as an aspirational “dream scenario” for the customer. If you sell products or services online, this quick read provides a fresh, practical perspective….

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Making the move from Journey Mapping to Journey Management

Over the last several years, customer journey mapping has become a critical component of CX management and service design. However it is a static process where assumptions are made about problems, and there is a tendency to focus on isolated opportunities for improvement. Journey management eliminates the need for guesswork, and is based on the….

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Embedding customer-centricity across the enterprise

In this Harvard Business Review white paper, we learn that while the majority of organisations either have a customer-centricity strategy in place or else plan to have one within two years, strategies are faltering in the execution. Breaking points range from employee training and empowerment to lack of clear definition and communication around success metrics. ….

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4 powerful tips for bringing a chatbot into your contact centre

If chatbots are on your customer service agenda, this free 8-page white paper is an essential resource. It cuts through the market hype with practical, savvy tips for selecting and implementing the right platform, including 12 of the most important questions to ask potential vendors.  The first tip centres on the forgotten use case for….

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Virtual agents, chatbots and the future of customer engagement

Gartner predicts that by 2020, a quarter of all customer service operations will integrate some form of virtual assistant software – otherwise known as chatbots or virtual agents – across customer channels.. Analysts universally agree that automated conversations will be a defining technology in the future of customer engagement. This white paper demystifies the applications,….

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An analysis of Fiji as a contact centre hub

Fiji is probably not the first country that would come to mind when considering options to outsource your contact centre, but this white paper presents the case for considering it.   The cost of a contact centre in Fiji is less than half Australia, Sydney is closer to Fiji than Perth, and English is almost universally spoken. The accent is….

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Taking customer surveys to the next level

All customer survey platforms are not equal. This white paper looks at some of the distinguishing features of the modern survey platform used to optimise response rates in a customer service environment.  Generational differences often impact channel choice – for example, senior citizens may prefer voice to SMS, while millenials may respond better to an….

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How small call centres can achieve big results with analytics-as-a-service

This white paper examines how speech analytics can be deployed as a service in call centres with as few as 20 seats, to achieve breakthrough results. With the only requirement being a call recording capability, which most contact centres already have, analytics as a service can be deployed quickly, with no need for internal specialists or purchase….

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Using data analytics to optimise outbound customer engagement

The case for segmenting customer data to determine the best time, frequency and method of contacting customers is a slam dunk:  it results in better productivity and sales performance, and provides a more tailored customer experience. For large organisations, there are also some hidden but powerful advantages to a bespoke rather than generic approach to….

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How to automate coding of Net Promoter Score customer comments

As the CMO of AirBnB says, “Amazing things happen once we listen to consumers.” Many companies have embraced Net Promoter Score and are good at asking the golden nugget question (“would you recommend us…?”), but how many are actually listening to customer comments? The sheer cost and time of reviewing and coding every customer comment….

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Sales Outsourcing: 7 Myths exposed

While the outsourcing industry has flourished in areas such as I.T. and customer service, such that it’s used by 70% of companies as a strategy, only 12% of companies outsource the sales function.  Sales has remained sacrosanct.  This white paper argues that companies are missing out on the many benefits of sales outsourcing due to….

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Call tracking software: the smart marketer’s secret weapon

Call tracking software is the missing link between contact centres and marketing departments.  It gives a complete view of which online marketing campaigns are succeeding not just in terms of  number of calls, but also in terms of sales conversions in the call centre, right down to which keywords customers searched before they called. This….

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