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….
Imagine if 80% of all your customer contacts could be handled automatically by machines. Human agents would then be able to give all their attention to the remaining 20% that either have complex issues or create genuine value for the business and customer. The limitations to automating the routine queries and transactions that take up….
People have always loved finding out things for themselves. It’s just that, prior to the digital and mobile age, getting access to information was more difficult. Now that technology has solved that challenge, contact centres are capitalising on this behavioural trait by providing customers – and their own customer service agents – with the tools….
For most businesses, the question is no longer whether to move their contact centre and telephony to the cloud – as the answer is almost always yes. The focus is rather on what specific technologies they need in order to deliver the right customer and agent experience. It then comes down to finding the right….
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….
