Celebrating the work of those on the front line of customer service


“Leaders become great, not because of their power, but because of their ability to empower others.” John C. Maxwell


This quote seems fitting for our CSBA Award winners this quarter. Each has shown leadership for the sake of creating great experiences for their customers, by empowering others.

Both Snezana from Dulux and Emily at Curtin University have taken on a new approach to quality assurance through leadership roles in their respective teams, and both have focused on making sure the agents they work with are trained, coached and supported during a significant period of change. Meanwhile, Sarah at Western Sydney University has led by example, finding a way to help a student who was clearly in need, which resulted in that person feeling the support and reassurance they needed.

Congratulations to Snezana, Emily and Sarah. Your commitment to your customers, by empowering them and empowering those who service them, is commendable. You can read more about their stories below.

CSBA congratulates the April-June 2021 Most Customer Focused Agent Award winners 

Emily Duffell – Curtin University

Taking on a unique role as Head Coach within the team at Curtin University, Emily Duffell lives and breathes CX. Emily’s role at Curtin Connect is very unique because she has both customer service and Quality Assurance as her focus. She has taken her position within the team to some extremely amazing heights, completely shifting the way the team works and engages with each other and with those in leadership. She works incredibly hard to champion the SenseCX measures and can connect with the team and individual agents in an incredibly meaningful way. Emily recently presented to the Senior Leadership Team about the program with CSBA, and afterwards the team had several requests for Emily to come and talk to their teams about the measures and the journey Curtin Connect are currently on with CSBA. It is not uncommon for one of the agents to finish a call and go straight to Emily to ask her to listen to the call for feedback. Lily MacDonald, Service Quality Coordinator at Curtin Connect says “Some days, across the floor, you can hear people shout ‘Emily, did you hear my personalised moment?’ or ‘Emily, did you hear my ownership statement?’. Having her in this role has been an absolute game-changer for us and has had a positive impact on how the team interact with the QA process.”

The nomination was received from Lily MacDonald, Service Quality Coordinator

Snezana Mirkovic – Dulux Help & Advice

Snezana has been exemplary in leading the Dulux Live Chat team through the transition of moving to their new Quality Assurance program. It has been a significant change management task to learn a new platform, start completing quality assessments and taking on feedback from her team. Snezana has run a series of workshops with her team to identify and brainstorm key behaviours that need work to enhance the customer experience. These workshops have also allowed for collaboration on tips and tricks, shared across the team. Snezana’s manager, Kylie Grigg says “Her commitment to seeing her team succeed is fabulous. She also walks the walk and completes chats with 100% score rating. We are all really proud of her achievements.”

The nomination was received from Kylie Grigg, Dulux Help & Advice Manager

Sarah Uphill – Western Sydney University



Sarah is an outbound agent at the Student Services Hub at Western Sydney University. They recently received a message from another team that a student was distressed and aggressive on the phone because she was having issues with her application to study a course with additional application criteria. Sarah offered to call the student back and was not only able to calm and reassure her, but was also able to sort out the very particular issue the student was having and then find the best contact for this student to resolve the concern. By that afternoon, the problem was solved, and the student was able to proceed with her study plans. “Sarah did an outstanding job of managing the entire situation, finding a complete solution beyond the expectations of her role”, says Team Leader Heather Winter.

The nomination was received from Heather Winter, Team Leader

Nominations are open for the July – September 2021 Awards

We’re currently accepting nominations for the July – September 2021 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?