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


Understanding your customer’s unique situation is the key to best practice


Very often, our expert panel for the Quarterly Agent Awards are torn over who to vote for. This quarter was no exception. And it was tight at the top! We had to conduct a recount to be sure we had it right!

We saw some amazing stories of agents not just showing a commitment to excellence once, but over and over again. Like Natalie McCallum from the City of Parramatta, who has taken her skills in using the SenseCX Best Practice behaviours to the masses and has been running coaching workshops for her colleagues. And Josie Bates from the Australian National University, whose inquisitive nature means she always goes above and beyond to find a way to make distressed prospective students fell that there is a pathway forward.

Of course, we love to hear positive feedback from your customers about your staff. It was exactly this type of feedback that saw Yutong Zeng rewarded for her curiosity in madding the right solution for her customer at Kingston City Council.

You can read Natalie, Josie and Yutong’s stories below.

CSBA congratulates the July-September 2022 Most Customer Focused Award winners

Natalie McCallum City of Paramatta

There’s actually a few reasons that I’d like to nominate Nat,” says team leader Val Horne, “She has an amazing passion for exceptional customer service and is extremely dedicated to every customer interaction.”

This is reflected in Nat’s CSBA results, being one of City of Paramatta’s top performers for the past 12 months. She holds the top 3 highest recorded scores in their department since the shift to SenseCX. Those scores being 96%, 94% & 93%. Last month in July, Nat recorded her highest score yet – an astounding 99%!  “Absolutely incredible!” said Val, “ I had to double check to make sure I was reading it correctly but after listening to the call, I can totally understand why and how Nat achieved this outstanding score.”

In addition to this, Nat always sends out tips to her team on ways they can improve their own scores and takes time to answer questions from those who sit near to her, providing helpful guidance for dealing with different customer situations.

Val continued to say, “If you wanted to find an employee who was dedicated and committed to customer service and providing an exceptional experience every time, you would be hard press to find someone better than Nat – and it’s for this reason I am nominating her for this recognition.” Well done Nat!

– The nomination was received from Valance Horne, Customer Service Team Leader

Josie Bates – Australian National University

One of the top performing members of Australian National University’s (ANU) Future Student Experience team, Josie is widely respected for her willingness to take on the most complex enquiries and her high-level of professionalism and customer service.

“Since she started working in the team in March 2022, Josie has come a long way from the shy person worried about answering complex enquiries to someone who is always inquisitive and has a wonderful ‘can do’ attitude,” says Core Enquiry Officer Kevin Chan.

“Combining these attributes with her ability to remain calm and attentive puts prospective students at ease. Josie’s genuine passion and desire to help prospective students along their journey to ANU is felt through her every interaction with them and with the team.”

Recently, when admission results were sent out to prospective students and some did not receive the news they were hoping for.  Josie went above and beyond to help them by answering their questions and letting them know what they could do next. She calmly walked these students through the different entry pathways available to them and the variety of degrees that they could consider as an alternative for their first choices.

“By the end of these calls, these students’ negative or worried thinking had become more optimistic and practical, as they became aware of the alternative pathways they could take to study at ANU and achieve their dreams,” Kevin says.

“Well done, Josie!”

– The nomination was received from Kevin Chan, Core Enquiry Officer – ANU Future Students

Yutong Zeng- Kingston City Council




“I am sure there are many times the team does amazing work on the phones that we don’t find out about, but every so often a customer who has had a great experience in dealing our team takes the time to let us know how much they appreciated it,” recounts Team Leader Brandon Davis, “This was the case recently for Yutong, and as our newest member of the team it is so great to see that she has taken the coaching and support to this level already.”

The customer email reads… “To Whom it may Concern Last night (Wed 31 August 2022) I phoned Kingston City Council around 5.20 p.m. My call was answered by Yutong in Customer Service Care. My question was ‘will the Council be issuing the Kingston Council Seniors Programme booklet for October and if so when would it be available.’ Yutong checked the website thoroughly but suggested I ring back in the morning for the answer. To my surprise and delight when I rang a few minutes ago, (9.30 a.m. 01 September 2022) Yutong answered my call! Would you believe from her 08.30 start this morning she had done further research and was able to tell me everything I needed to know. If that is not EXCELLENT CUSTOMER SERVICE, I don’t know what is and I hope she will be rewarded for being so, so helpful in a very kind and understanding manner. I hope her supervisor, as well as Yutong, are made aware of my email because staff like this give Kingston Council such a good name.  THANK YOU, YUTONG.  Signed: Christine”

Brandon says, “We are all very proud of Yutong and thought this was worthy of a nomination!”. The team here at CSBA very much agrees, Brandon. Well done, Yutong!

– The nomination was received from Brandon Davis, Team Leader

Nominations are open for the October – December 2022 awards

We’re currently accepting nominations for the October- December 2022 CX Agent of the Quarter 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?