CSBA

White Papers

Insights from the Customer Experience experts – explore our latest white papers

Smiling contact centre agent, FCR the underrated KPI

First Contact Resolution: The Underrated KPI Your Organisation Can’t Afford to Ignore

Find out how First Contact Resolution (FCR) can help you in today’s fast-paced digital world. This whitepaper goes beyond seeing FCR as just a call centre statistic and instead positions it as a key indicator of customer experience and overall business health. Find out why meeting customer needs on the first contact, no matter what channel, is critical for developing efficiency and loyalty. We offer a best-practice framework that lets you accurately monitor and improve FCR, which will increase your Customer Satisfaction (CSAT) and make it easier for customers to do business with you.

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Group of retirees with arms around each other

HOW AUSTRALIANS VIEW RETIREMENT

Amid ongoing concerns about Australians’ financial health, CSBA’s FEAL Superannuation Customer Experience Study highlights the views Australians hold about retirement. By examining sentiment and intentions, super funds can tailor strategies to improve members’ retirement preparedness and financial wellbeing. However, adopting a one-size-fits-all approach isn’t enough – funds must take account of the unique perspectives held across generations to effectively boost engagement.

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Smiling contact centre agent with headset

AGENTS AS BRAND AMBASSADORS

This whitepaper examines the significance of agent behaviours on driving customer experiences based on an analysis of over 12,300 contact centre interactions across more than 200 organisations evaluated by CSBA using the SenseCX framework (see Page 13 for details).

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