CX Central Articles - Page 68 of 71 - Expert tips, insight, ideas and data!

Why benchmarking can be dangerous

November 27, 2014 Last Updated: October 13, 2020
Tim Mullen

Its something that you are constantly encouraged to do but there there is a valid reason why benchmarking can be dangerous for business.

The ANZ Customer Experience Transformation Journey

November 19, 2014 Last Updated: March 10, 2020
Justin

With eight million customers and 47,000 staff making changes was never going to be easy. We look at ANZ’s CX Transformation and how they achieved it.

Is Fiji the next call centre outsourcing destination?

November 13, 2014 Last Updated: August 29, 2023
Justin

Is Fiji the next call centre outsourcing destination? Its close by, cheap, friendly and English is well-spoken and they are keen to win your business.

Chief Experience Officer emerges as a new role

November 13, 2014 Last Updated: March 13, 2020
Justin

The Chief Experience Officer emerges as a new role as businesses pivot to focus on CX as the key point of market differentiation.

5 Tips to humanise your customer experience

November 12, 2014 Last Updated: December 16, 2023
Tom Eggemeier

We share 5 tips to humanise your customer experience that can be adopted by any organisation to deliver improved customer and employee satisfaction.

Qantas is closing Australian call centres and shifting jobs to New Zealand

October 29, 2014 Last Updated: November 21, 2019
Justin

The ASU has been questioning Qantas CEO Alan Joyce why Qantas is closing Australian call centres and hiring staff in New Zealand centres.

2014 Auscontact Award Winners Announced

October 29, 2014 Last Updated: November 17, 2019
Justin

The best contact centre industry professionals and businesses in Australia have been announced in the 2014 Auscontact Association awards.

Hunter Water Call Centre Reinstated

October 29, 2014 Last Updated: January 14, 2019
Justin

HUNTER Water has admitted it made the wrong decision in outsourcing its customer call centre, and is bringing the service back to Newcastle. Three years ago in 2011, the water provider sent its customer service operations out of house –

Australia Post call centre technology upgrade

October 29, 2014 Last Updated: March 10, 2020
Justin

Australia Post has upgraded the call centre technology to personalise the customer experience and increase the efficiency of customer enquiries.

Telstra call centre staff have language issues

October 29, 2014 Last Updated: August 30, 2020
Justin

Telstra call centre staff in Perth have been singled out as having language problems according to their CEO as he makes a couple of ‘interesting’ statements

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