August 2011

As author and management guru Peter Drucker famously said, “What gets measured, gets managed”.

No doubt you’ve heard of the Net Promoter Score® (NPS) for measuring customer satisfaction. Over the last couple of years, we have seen it develop into the Net Promoter System. This marks a progression towards using the information as the base for a business improvement journey, rather than just as a measure to be monitored in isolation.

Paul van Veenendaal

Keep across all things happening in the Australian Contact Centre Community via a new social media TV show.

The Australian Contact Centre Community Ac3TV is an online TV show that will be promoting all the great things about the Australian Contact Centre industry.

There will be two shows produced - one targeted at customer service agents just starting out their careers and one for the executives to keep abreast of all the latest trends, benchmarks and news that is shaping our industry.
Join the Ac3TV group at LinkedIn, Facebook or Twitter.

Ac3TV releases episode four - Customer Benchmarking Insight

In this episode Paul van Veenendaal, Managing Director of (CSBA) discusses all things Customer Benchmarking. Find out about:

  • The drivers of customer satisfaction.
  • The biggest mistakes companies are making.
  • What are the challenges ahead?
  • How to get access to a free tool to help understand your current position.

Click on the LINK to access.

Top 10 Customer Service Providers this Quarter

1 iSelect
2 University of Western Sydney
3 The University of Adelaide
4 Wannon Water
6 Flinders University
7 Southern Rural Water
8 Burdekin Shire Council
9 Médecins Sans Frontières Australia
10 Australian Pensioners Insurance Agency (Apia)