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The ongoing pressures of the Australian economy means service providers need to rethink their customer engagement strategy

The ongoing pressures of the Australian economy means service providers need to rethink their customer engagement strategy – by Tim Evans

The ongoing pressures of the Australian economy means service providers need to rethink their customer engagement strategy As we enter 2024, the economic outlook for many Australians continue to look bleak and there are thousands of people who continue to feel the pressure of the hike in interest rates and inflation on their household budgets. […]

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Building service strategy for vulnerable customers – by Tim Evans

Building service strategy for vulnerable customers Last month we were delighted to host a virtual round table for 20 large Australian-based organisations discussing a service strategy for vulnerable customers given the escalation in cases across Australia. Affordability and decline The virtual event was well-timed as Australia’s economy sits in a position where, quite simply, it’s […]

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Is the quality of customer service really fading in Australia?

Is customer service quality fading in Australia? – by Ben Jones

Is customer service quality fading in Australia? In its annual study of customer experience trends, the UK Call Centre Management Association (CCMA) has found that 34% of people think customer service is worsening. Their report, Voice of the Contact Centre Consumer, was undertaken through online interviews with 2,000 consumers in March this year. Whilst the […]

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Impact Sourcing, BPOs can make a huge impact – by Mike Harfield

Impact Sourcing, BPOs can make a huge impact There has been a substantial increase in the number of outsourcing companies determined to introduce more socially-responsible ways of working and those ambitions stretch not just across the more obvious, boardroom-driven environmental targets, but are also zoning in on how to support the communities in which they […]

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