For many Australian contact centres, the first 90 days of a new agent’s journey can make or break their long-term success. A thoughtful onboarding program accelerates capability, improves quality, and reduces attrition — but all too often organisations focus on...
Google “Customer Experience Consulting” and prepare yourself. 380 million responses! Louis Dupé, one of the founders of Customer Driven was asked how customers should navigate this avalanche of information. His answer? It comes down to if they need a think-tank or a...
There’s nothing quite like a crisis to remind you of what really matters. As we continue to meet with customer experience professionals and get underneath the realities of the challenges they’re facing – an explosion in customer demand, changing expectations and the...