CSBA

News and media

Passionately curious by nature – we’re both thinkers and doers. Here we share our ideas, thoughts, news and more.

News and Media
January 11, 2021

Contact Centres in COVID-19 Times: Why the Customer Experience has never mattered more

According to Microsoft’s 2019 Global State of Multichannel Customer Service Report, an astonishing 95% of consumers say that customer service…
Paul van Veenendaal
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News and Media
December 16, 2020

Off the floor and out the door: how enhancing the customer experience can transform automotive brands’ prospects in tough times

In today’s economic climate, the automotive industry is doing it tough, with figures from the Australian Automotive Dealers Association and…
csbaadmin
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News and Media
November 6, 2020

CSBA Agent Awards | Quarter 1 2021

People are at the heart of everything we do here at CSBA. We love to see them flourish and strongly…
csbaadmin
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News and Media
October 26, 2020

Using Chat Bot / Live Chat to support customers in time of crisis

A COVID-19 story With COVID-19 forcing Australia to go into lockdown, councils across the country responded quickly, dividing their teams…
csbaadmin
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News and Media
October 6, 2020

Measuring EASE

Our philosophy on 'Measuring Ease' Customers want the right outcome. What it simply means is "Give me what I need,…
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CX ReportsNews and Media
July 31, 2020

While 2020 challenges us like we’ve never been challenged – there may just be a silver lining….

The events of 2020 have challenged us in ways we never could have imagined. But, as uncertainty engulfed us and terms…
csbaadmin
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News and Media
July 28, 2020

CSBA Agent Awards | Quarter 4 2020

People are at the heart of everything we do here at CSBA. We love to see them flourish and strongly…
csbaadmin
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News and Media
June 9, 2020

CSBA Agent Awards | Quarter 3 2020

People are at the heart of everything we do here at CSBA. We love to see them flourish and strongly…
csbaadmin
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News and Media
June 4, 2020

Creating better experiences for vulnerable customers

The impact of the COVID-19 crisis means that we’re seeing more and more vulnerable people reaching out for help. Taking…
csbaadmin
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News and Media
May 11, 2020

Tips to set agents up for success when working from home

As we navigate these unprecedented times and shift to new ways of working, there are some practical things you can…
csbaadmin
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News and Media
May 11, 2020

The 5 essential ingredients for a customer centric culture

One of the questions we get asked all the time is ‘what do we need to do to create a…
csbaadmin
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CX ReportsNews and Media
February 28, 2020

The secrets of high performing CX teams

In this article, Kiri Thom, head of Training and Professional Development at CSBA, tells us about the culture, systems and…
csbaadmin
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