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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
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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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Complaint Management Workshop - Oct 31 2007
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Learn from practical case studies of excellence and experienced practitioners in this one day best practice workshop
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Net Promoter Score in Australia
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Mark Ritson from Melbourne University conducted the first Net Promoter Score for Australia
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The customer, the employee and innovation
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BT Financial Group has an excellent program for customer service ‘The Customer, the employee and Innovation’ - An Integrated approach to service at BT Financial Group
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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
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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
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Complaint management. What does really matter to the complaining customer?
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Averages Don’t Always Tell the Full Story
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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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Award for Customer Service Excellence
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CSBA Presents Survey Results and Award at Association for Tertiary Education Management (ATEM) Conference
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