People are at the heart of everything we do here at CSBA. We love to see them flourish and strongly believe that personal and professional growth and knowledge should be embraced, shared and celebrated.


Celebrating the work of frontline agents

As part of our CSBA Awards program, each quarter we’re ask our SenseCX clients to nominate members of their team for the CSBA Most Customer Focused Agent Awards – it’s just one of the ways we can celebrate personal growth and development. The winners of the Quarterly Awards are then be eligible for CSBA’s Agent of the Year Award.

All three of our Most Customer Focused Agents for Q1-2021 have had their exceptional customer service recognised with direct feedback from their customers. These customers recognised how each agent has gone above and beyond for them, focusing on their needs, and taking ownership of the issues.

Shannon’s Team Leaders, from ActewAGL, recognise the value such committed, and customer focused agents add to their organisation. Front-line customer service staff are the first point of contact with your company, and can make the difference to customer satisfaction, loyalty and ease, so its crucial to encourage best practice in each and every interaction. This is how Michael from Barwon Water is known to handle his customer interactions, a point reiterated by our Learning and Development Coordinator, Kiri Thom, “Michael is a delight. He is a genuinely caring person.”

The other agent our expert panel chose to recognise this quarter is Karla from Hunter Water, whose journey towards continuous improvement in how she services her customers is a testament to the value in always aiming to do just that bit better for your customers. Read more about Karla, Michael and Shannon below.

CSBA congratulates the July – September 2020 Most Customer Focused Agent Award winners 

Shannon Ashman

Shannon was nominated by Team Leader Brandon Halls. Brandon’s nomination, while commending Shannon for receiving consistently high QA scores (maintaining an annual average of 85%+), is focused on direct feedback from a recent interaction.

A very satisfied customer commented:

“That woman needs a promotion. Or a cake and I will pay for it. Seriously, call me back and I will pay for it myself. I have not received customer service like that in years.

I have dealt with customer service reps all around Australia and the world and it’s so rare that you get somebody that not only knows what they are doing but do it so well. Shannon explained everything to me in a way that I could understand, and I knew nothing about gas bills as I’ve never had one.

It is so rare to get a customer service rep that is absolutely, 100% faultless. I was absolutely gobsmacked. I’m used to dealing with people on the phone all day every day and you don’t get people like that. It also reflects really well on you guys as a management team to be able to have someone on your team that does that. You’ve found a superstar.”

Brandon says, “Shannon is a highly valued Team Member that we’re lucky to have at our organisation.”

The nomination was received from Brandon Halls, Team Leader.

Michael Iskra

Michael is a team member known for working hard for his customers. He continually demonstrates strong ownership and rapport building skills. Michael generally cares about each customer. His Team Leader, Jacinta Travers says that in each and every call he is committed to making the customer feel they are in good hands. Michael constantly goes above and beyond in providing outstanding customer and community value with his thorough communication and engagement skills.

Michael recently participated in a second wave of 1:1 coaching sessions with CSBA and again he demonstrated what it means to be coachable and focused. Jacinta mentioned that Michael dedicates time to prepare for the sessions. He is always open to feedback, and he puts into action any suggestions for continuous improvement, a sentiment reiterated by Michael’s CSBA coach, Kiri Thom.

Last month Michael received some fantastic feedback via an email from a customer:

“You have provided the best customer service I have seen in years. To actually follow up until the issue was resolved… is just outstanding. Please send this onto your direct manager. Keep it up – it goes a long way.”

And Barwon Water’s VoC results reflect Michael’s commitment to excellence

“Michael Iskra was incredibly professional and displayed impeccable customer service with a curly issue that I had. He was considerate and patient, and escalated then followed through with my enquiry. From one customer service person to another….thank you for your wonderful service.”

Jacinta says, “Michael uses the SenseCX measure ‘Ownership Statement’ to instil confidence and lead his customer into an open dialogue. His successful use of the ‘Summary’ measure clearly reiterates the conversation they’ve had and all actions taken or actions he will take. His commitment to Barwon Water’s Customer Experience culture means he always follows through.”

The nomination was received from Jacinta Travers, Contact Centre Team Leader

Karla Sison


Karla has been on quite a journey at Hunter Water with the CSBA SenseCX Program. In fact, her Team Leader, Kellie Dunning reports that Karla was very vocal when the program was introduced at Hunter Water. Coming from an impressive 20+ years within call centres and offering exemplary customer service skills, she really struggled to understand how customers would prefer the 3 pillars – Success, Ease and Sentiment – during their interaction with Hunter Water.

Kellie says “In the first 6 months, Karla was averaging 68% so we set out to educate, workshop, coach and speak to real customers about the benefits of providing this kind of service. Customers want their query resolved the best way, not just the fastest way. They want it to be consultative. They care about outcomes. They want to be heard. They want to be recognised as an individual – this is something we talk to constantly in our team.”

Karla’s change in approach around the key consultative behaviours emphasised in SenseCX stems from gaining a deeper understanding around the reasoning, evidence and weightings behind the program, provided during sessions with her team leader. Kellie says, “I am happy to say Karla is now CSBA’s biggest advocate. She takes great pride in all her calls and clearly understands the benefits to our customers of following the CSBA approach.”

Karla reportedly receives regular compliments from customers about the quality of service she offers. On top of that, her average SenseCX assessment result has gone from 68% to 81%. She has also received an assessment from CSBA that achieved a perfect score, 100%.

Kellie says “When you provide the understanding, learnings and evidence behind what you are trying to achieve, the team will be more likely to follow the lead. Congrats Karla, we are very proud of you and your journey.”

The nomination was received from Kellie Dunning, Team Leader Contact Centre

Nominations are open for the October – December 2020 Awards

We’re currently accepting nominations for the October – December 2020 Most Customer Focused Agent Awards and encourage all of our clients to nominate agents and frontline staff whose work deserves to be celebrated.

The awards are about celebrating the members of your team who work to create better customer experiences and nominations can be based on a variety of different reasons including:

  • Excellence in the use of a specific SenseCX measure.
  • Consistent improvement in SenseCX assessment scores.
  • Embracing a SenseCX behaviour for the first time – moving the dial away from 0%!
  • Sharing tips or information with the team about how to achieve specific SenseCX behaviours.
  • Embracing a new technique or behaviour to enhance the experience for customers.
  • Handling a complex enquiry really well.
  • Showing a genuine passion to improve a customer’s experience.
  • Transcending customer expectations – going above and beyond for a customer.
  • Finding the perfect balance between people and process for the good of a customer.
  • Showing real leadership and judgement to reflect your organisation’s customer-focused culture or customer promise.
  • Stepping up to report an issue that was impacting customer experience.
  • Finding a creative and/or innovative way to solve a customer’s problem.

To nominate a member, or members, of your team simply complete this nomination form.

Want to explore how CSBA can help you provide your customers with better experiences?