How to minimise the customer impact of business stuff-ups

No business is perfect. In situations of a “stuff-up”, how a company manages emotional or unhappy customers says a lot. Whether it’s an online banking system going down or an overseas flight being cancelled, customer impacts are inevitable. The good news is that these impacts can be minimised if the right processes and procedures are….

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The benefits of gamification in contact centres

Attrition, absenteeism, productivity and employee engagement: these challenges faced by contact centres are not new. What is new is the trend towards gamification as a path to addressing the challenges. “Gamification” may sound fun – and it is for those on the frontline – however for businesses it is used to achieve serious business impact…..

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How financial services companies can reduce conduct risk in contact centres

In a financial services environment, the conduct of contact centre and retail staff is potentially the biggest factor in customers being sold products they don’t want, cannot afford or do not understand. The Royal Commission has given a sense of urgency to companies to monitor for misconduct and, as far as possible, prevent it from….

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Methods and practices to ensure quality of B2C data

Understanding your audience and accessing high quality data is a cornerstone of successful marketing. In this 13-page white paper, one of Australia’s leading data service providers shares eight methods and practices used to ensure quality of B2C data. Topics covered include: • Data integration • Data validation  • Data overlap sources • Data updates / appends  •….

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The new frontier of customer experience: purpose

CX has evolved from a focus on consistency and functionality (eg. across channels) to delivering the “wow” factor, with engaging, personalised experiences. Today’s new frontier is aligning CX with customer values and purpose.  Customers who feel a brand and the experience it offers matches their value-set are more likely to be advocates for whom price….

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A smorgasbord of call centre locations serving the Australian market

Do you know which countries are vying for Australian call centre business? (hint: it’s not just the Philippines) Test your knowledge in our “Who am I?” country guessing game, and hear what accents in offshore call centres sound like.  In this 19-slide presentation, we also cover:  Top 5 countries vying for Australian call centre business….

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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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