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


Going above and beyond: Individuals taking CX to the next level


This quarter’s stories are all about going above and beyond, taking things to the next level for the sake of the team and the customer. Each of our award winners for the October to December 2023 quarter have all embodied the spirit of going that extra mile. Traceyn Khan from Hobsons Bay City Council spent extra time helping one customer through a difficult process taking on additional work to help out. Frankie Bosworth from Melbourne Polytechnic, on the other hand, has been working out innovative ways to help their customers AND their team through process improvement. Likewise, Annette Crowe from Sydney Water took things up the chain and drove change to an internal process that made life easier for a lot of customers. All three winners highlight how taking things up a notch can have a positive effect for the customer and the organisation.

You can read Traceyn, Frankie, and Annette’s stories below. Well done to you all!

CSBA congratulates the October-December 2023 Most Customer Focused Award winners.

Traceyn Kahn – Hobsons Bay City Council 

“Traceyn always goes above and beyond for our residents. She’s always so patient and shows so much empathy, especially to our elderly residents”, says customer experience advisor Alyce Lambert.

“I overheard a phone call that Traceyn took from an elderly lady regarding her disability permit and that she was having problems renewing it”, Alyce recounts. “Traceyn explained the online options for renewing and that she was welcome to come into our office and we could assist her here.” The resident explained that she didn’t have anyone that could help her with the online renewal and that she was too unwell to come into the council. “After hearing that, Traceyn then offered to help the resident complete the renewal on behalf her behalf over the phone.”

Alyce explains how this process takes about 30 minutes to complete and during this call Traceyn continued to show compassion and care, regularly asking the resident if she needed to take a break to rest and reassuring her that if she needed to stop at any point, she would be happy to call her back. “They completed the form over the phone, even having a few laughs throughout the call and the resident was delighted that the process was now complete and that she no longer needed to worry about it. Tracey even offered to drop the permit off to the resident once it arrived at council to save her the trip!”

“It’s always lovely to hear Traceyn in the Contact Centre because she shows this amount of respect and care to each and every resident, that’s why I am nominating her today!” exclaims Alyce.

Amazing work Traceyn!

– The nomination was received from Alyce Lambert, Customer Experience Advisor

Frankie Bosworth – Melbourne Polytechnic

Joanna Pavia, the Enrolment Centre Manager nominated Frankie because she never goes into a situation with a customer where she hasn’t already planned the best outcome for them.

“Frankie will find innovative ways to make improvements in our processes and improvements in her SenseCX assessment scores, as well as sharing information or tips with the rest of the team”, remarked Joanna. “She approaches every interaction with a customer with the one goal: making sure they have an exceptional experience while they are getting the assistance they are after.”

Frankie does so well because she has found a balance between people and process. “Frankie is continually finding innovative ways to solve a customer’s problem and will go above and beyond for every single customer, no matter how many big her workload is.”, says the genuinely proud Joanna. “Her ability to handle and find solutions to complex situations, especially in our busy work environment, which can cause pressure, is outstanding.”

Joanna goes on to “I believe Frankie is an excellent nominee and very deserving of the award because she demonstrates excellence in the use of specific SenseCX measures and her leaderships skills grow every day. She never fails to reflect our customer focused culture in the work that she does.” Congratulations Frankie!

– The nomination was received from Joanna Pavia, Enrolment Centre Manager

Annette Crowe- Sydney Water




When calling an organisation, a customer wants to be greeted by a positive customer service agent who shows empathy and has the knowledge to confidently resolve their issue. From the first point of contact Annette provides a greeting that is warm, genuine, and positive. “She is aware this first impression sets the stage for all subsequent communications and understands the words we choose to use have an enormous influence on a customer’s experience of the interaction”, reflects Team Leader Rachel Harris.

“Annette goes above and beyond to provide first call resolution. And she has remarkable attention to detail and consistently provides feedback for process improvements that benefit the business and the customer.” Annette recently provided feedback on a campaign letter sent to offer plumbing services for customers with high water usage, explaining in her feedback why the content was driving unnecessary calls and resulting in customer dissatisfaction. The feedback was provided to our communications team who have been able to revise how the data is obtained that targets these ‘high usage’ households and what can be done differently to offer the service. The Communications Manager shared their responses with various departments including how Annette’s feedback was a good callout as the situation would only continue to get worse with ineffective data.

Sydney Water have recently implemented a new online portal for customers to have access to their accounts and self-serve elements that previously required a call or email into the Contact Centre. Rachel says that “Annette has become an expert in assisting customers to register, taking the time to guide them through and championing the benefits that the portal offers.”

Rachel told us that “To encourage our representatives to increase customer registration the Contact Centre ran a competition with prizes for the highest individual registrations along with a prize for the highest team results. Not only did Annette achieve the highest results with an outstanding 102 registrations – second place came in at 56 – she also encouraged our team by creating daily motivational posts and encouraging comments to build momentum, getting us across the line as winners in the team reward.”

Annette’s hard work and effort will not only result in making it easier for the customer long term but also cost effective for the business, as encouraging self-service will reduce calls and emails through to the contact centre.

Annette also supports her team by buddying with new starters and existing staff that require more coaching. “She is clear and concise in her customer interactions, and this flows through in her coaching style. She tackles complex enquiries and difficult conversations with ease, she is empathetic and understanding but also able to provide the facts in an informative manner”, says Rachel.

“Working in a customer service industry we understand customers are quick to provide feedback when things go wrong, however Annette’s strong commitment to a customer service culture has resulted in customers taking the time to provide her positive feedback, which is reflected in the 15 impressions she has received via customer compliments in the past 12 months.” Rachel says, “I believe Annette to be a worthy nominee for this award because of her genuine passion for customer service, her constant drive to improve the customer experience and her ability to analyse a process and provide feedback and suggestions that have a positive impact on both the customer and the business.” We agree!

Keep up that customer-focused approach, Annette!

– The nomination was received from Rachel Harris, Team Manager

Nominations are open for the January – March 2024 awards

We’re currently accepting nominations for the January – March 2024 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?