News and Media 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 VeenendaalJanuary 11, 2021
News and Media 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…csbaadminDecember 16, 2020
News and Media 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…csbaadminOctober 26, 2020
News and Media Measuring EASE Our philosophy on 'Measuring Ease' Customers want the right outcome. What it simply means is "Give me what I need,…csbaadminOctober 6, 2020
CX ReportsNews and Media 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…csbaadminJuly 31, 2020
CX ReportsNews and Media 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…csbaadminFebruary 28, 2020