Articles with 'strategy'

December 22, 2024

How to recruit executives with Customer Experience Strategy

The challenge with customer experience strategy

March 7, 2016 Last Updated: April 20, 2021
Greg Tanna

CX Strategy is easy. Operational Execution is the hard part… Speak with most executives who sit on top of large front-to-back office operational landscapes of say 800FTE + and they will probably be quick to point out that they’re currently

How to Maximise your CX Value

December 5, 2014 Last Updated: February 14, 2020
Stefan Captijn

If you are responsible for the contact centre channel learn how these 5 tips will help you maximise your CX Value to the entire organisation.

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.

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.
Triple Zero Heroes

September 18, 2018 Last Updated: September 12, 2021

Every day, over 7,000 Victorians speak to one of the real-life Triple Zero Heroes. We got to take a look behind the scenes working in the ESTA call centre.

How Leaders Build Teams

February 11, 2015 Last Updated: July 15, 2020
Getting past gatekeepers when cold calling

August 6, 2020 Last Updated: December 16, 2023
Setting KPIs for Call Centre Team Leaders

October 7, 2021

The real truth about employee engagement

January 9, 2017 Last Updated: February 3, 2021
5 Tips to improve staff and customer engagement

December 3, 2014 Last Updated: November 30, 2019
6 Team Building Ideas for your Call Centre

August 29, 2017 Last Updated: December 30, 2019