Article
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Description
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Council Reduces Call Volumes By 30% Whilst Improving Customer & Staff Satisfaction
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CSBA’s involvement with one Victorian metropolitan council has resulted in the council’s annual calls being reduced by 20% so far, with service levels being improved significantly over the same time period
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| Psychology of Waiting Lines |
The attached article from David Maister provides an excellent overview of waiting lines |
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Complaint Management Whitepaper
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Understanding Complaint Handling as a tool for customer service development
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Net Promoter Score in Australia - Comparison in 2008
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This document is a compilation on Net Promoter Scores that has been sourced by CSBA.
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First call resolution
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Is first call resolution the most important thing in telephone based customer service?
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| Planning sustainable cost reduction |
Are you looking to improve customer satisfaction whilst reducing cost in your Contact Centre? |
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Team Leader development
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Making sure your Team Leaders have the right coaching, training and support is one the most important requirements in a contact centre. Robyn Reilly explains a suitable development program.
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Selling skills
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Selling skills ….is all the hype around developing selling skills in contact centres really delivering? CSBA research shows it still has a long way to go!
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Focus on call centre IVR
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IVR technology in the spotlight who is good and who has lost the plot!
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| Development in Complaint Management |
Complaint management. What does really matter to the complaining customer? |
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| Averages Don’t Always Tell the Full Story |
We need to be aware that an average value may give an inaccurate impression of what’s really happening within the range of data. |
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| Quality Assurance Programs |
Organisations which continually deliver a great customer experience do so because they set very clear expectations of the service experience they wish to provide their customers and then work hard to ensure every member of their team delivers this consistently. |
HERE |
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| Balanced Scorecards |
How to get the right ingredients |
HERE |
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| IVR |
If management asks you how well your IVR performs, what can you say? |
HERE |