A customer does not see the systems behind their request. They do not see the service ticket, CRM record, policy workflow, approval queue or handoff between departments. They see the wait. On the other side of that wait is often an employee doing everything they can to help. They are copying information between platforms, chasing updates and filling the …
Picture this: you’re meeting a valued client to resolve a problem with your product. To protect the relationship – and your brand – you need to fix it for them quickly and seamlessly. But, halfway through the meeting, the team member tasked with fixing the problem starts randomly interrupting the client, misunderstanding basic questions and …
Imagine you wake up on a Tuesday morning, grab your phone, and see 14 unread notifications from your email app. You open it up, hoping for an update on a package you’re expecting or a message from a friend. Instead, your inbox looks like a digital shouting match: This is the daily reality of email …
AI is rapidly becoming entrenched in customer service operations, and its impact is reshaping the way contact centers function. Organisations are deploying AI to analyse customer interactions and uncover patterns that would have been impossible to identify manually at scale. The pressure to adopt these technologies is growing because the potential value is enormous. While …
Historically, the Customer Relationship Management (CRM) system and Contact Center as a Service (CCaaS) platform operated as two distinct silos. This separation created swivel-chair syndrome, where agents manually toggled between screens, leading to fragmented data and frustrated customers. Audrey William, Industry Analyst and founder of Crayon IQ, comments, “The convergence of CCaaS and CRM really …
Something interesting is happening in the world of customer service. Faced with demand for ever-accelerating response times, teams are tapping AI-powered experience orchestration, giving rise to a generation of super agents. But fragmented systems are holding many back. Three-quarters (75%) of Australian consumers believe it takes too long to get a service response, according to …
A pathology test can be a critical moment in a person’s healthcare journey. As Australia’s second-largest pathology provider, Healius processes millions of tests annually. However, behind the clinical precision of the laboratory lies a human experience that begins long before a needle meets a vein. It’s the responsibility of Nathan Kellie, National CX Insights Manager …
Grant funding can be transformative for nonprofit organizations, but the administrative burden of managing multiple grants often diverts staff attention away from mission-critical work. Between tracking deadlines, maintaining compliance and generating detailed reports for funders, your team may spend more time on paperwork than programming. Grant management software for nonprofits addresses these challenges by automating …
Marketing and customer management is full of rabbit holes. Those who burrow ever deeper into them, nose down and backside up, miss the full picture. The Ghent Altarpiece is a 12-panel, 15th-century masterpiece by Jan and Hubert van Eyck. Painted in 1432, it’s regarded as one of the most important artworks in history – and …
In early March, data from the Australian Bureau of Statistics showed something unexpected. After years of stagnation, Australia’s productivity is finally ticking up again. The surprising part isn’t the increase. It’s what’s driving it. Productivity or “gross domestic product per hour worked” was up one per cent over the year to December. Why was this …