In this Podcast we interview Shane Goldberg to unravel the myths about Customer Journey Mapping and how they can be used to transform your business. We answer the questions on how Customer Journey Maps work, common traps, the special tools you require and more!
The LifeFlight Foundation has launched their own BPO business using a “profit for a purpose” model which allows businesses to utilise their fundraising skills and infrastructure with all profits made used to keep the iconic RACQ Lifeflight Rescue helicopters flying.
If you’ve heard the term NPS but not quite sure what it means then this episode will explain the basics behind the Net Promoter Score along with some of the common pitfalls businesses are making, especially in a contact centre environment.
A list of all the Australian 2017 customer service award winners in 2017 with a focus on call & contact centre related awards. Discover the top companies and individuals in Australia being recognised for providing outstanding customer service.
Join Justin Tippett as the host of the CX Hustle podcast as he brings you the latest tips, insights and trends specifically relating to Customer Experience (CX) and call centres including interviews with key Call Centre industry leaders.
May 3, 2018Last Updated: January 15, 2019 CX CentralComments Off on NICE Cognitive Robotic Automation Platform Expands
NICE (Nasdaq: NICE) today announced that its Cognitive Robotic Automation Platform now allows Amazon Lex’s conversational chatbot to fulfil more customer requests, including complex actions, in real-time.
March 26, 2018Last Updated: January 14, 2019 CX CentralComments Off on Probe Group to acquire Salmat Ltd’s contact business
Big news in the Australian BPO and call centre outsourcing industry with Probe Group to acquire Salmat Ltd’s contact business that will collectively manage over 3,500 across Australia, New Zealand and the Philippines.
The new Genesys AppFoundry has launched providing Genesys customers with an easy way to integrate leading customer experience solutions to solve business problems and better serve their customers’ needs.
Melbourne based call centre outsourcer SMART Group has announced plans to move call centre outsourcing to South Africa to provide Australian companies with a cost effective alternative to Philippines based call centre outsourcers.