Throughout the COVID-19 pandemic, customer support teams have been on the front line, contending with increased ticket volumes at the same time as having to adapt to changing circumstances and shifting customers’ needs and expectations. With the complexities of remote working added to the mix, it has been a highly pressured time. In these circumstances, …
PEXA is an online property settlement platform used by 150 financial institutions as well as more than 9,000 legal and conveyancing firms across Australia. Lisa Dowie, Chief Customer Officer for PEXA, explains how PEXA’s commitment to providing exceptional experiences for its members and employees has helped the organisation cope with the COVID-19 pandemic. A world …
COVID-19 has changed workplaces permanently, and the call centre is no exception. Across Asia, where the technology and security allowed, call centre employees were sent home to work remotely. When work-from-home hasn’t been possible there have been some devastating consequences, such as the virus spreading rapidly if a single employee becomes infected, such as the …
It’s often said that to succeed, Customer Experience practitioners need a unique blend of resilience, patience and resourcefulness with a good dose of empathy. To fulfil an organisation goal of being customer centric and for your CX strategy to succeed, you will likely need to overcome the problem of organisational silos, where c-level executives and …
Customer happiness and customer retention are closely intertwined. NPS and CSAT are two of the most important CX metrics we use to assess what customers think about our organisations. Unfortunately, neither, on their own, allows brands to be truly objective in their understanding about customer happiness. The difference between happiness and satisfaction A dissatisfied customer …
Most executives will readily say ‘our people’ are vital to the success of the business. Yet so many Australian organisations have inadequate employee engagement strategies in place. The coronavirus pandemic will be a defining moment in most people’s careers. How brands respond in the coming months will have a lasting impact on employee engagement, productivity …
The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them. The traditional tools and methods associated with customer journey mapping are falling short in terms of providing a realistic and up to date view of an individual customer’s journey. Brands are turning to the relatively …
Over the last decade numerous technology vendors have hitched their wagons to the term Customer Experience Management (CEM or CXM). As a software or technology category the term is fairly elastic. It can mean many different things to many different people. Deciding which technology is best for your CX initiative can be a mammoth and …
When was the last time you were really impressed by a brand’s customer service team? Was it because they resolved a problem quickly or was it because they do something above and beyond what you expected? For most companies, customer service tends to be a reactive and passive response to enquiries and complaints. Reacting to …
For many customer support teams, volume has skyrocketed over the past few weeks, making it harder to answer questions at scale. And though automation has always been an incredibly useful tool for support teams prior to this year, COVID-19 has made it an almost mandatory solution for teams to get back on top of demand. …