10
Jan 19

Forrester’s take on CX in Government l Vikram Sehgal – VP & Research Director

Author:Ash Natesh

    In achieving customer service excellence there is no ‘one-size-fits-all’. To understand the nuances of the process we spoke to Vikram Sehgal, VP and Research Director at Forrester. Here is what he had to say: In terms of CX, how do you think Governments, Local or Federal, can go about understanding the needs and … Continue reading Forrester’s take on CX in Government l Vikram Sehgal – VP & Research Director

26
Nov 18

Contact Centre Outsourcing and the Public Sector in Australia

  Let’s not beat around the bush – over the past decade, it’s been the public sector that has propped up the Australian contact centre outsourcing industry. While companies in the private sector steadily migrated their operations offshore, state and Federal Government has gone from an inhouse service delivery model to a hybrid inhouse/outsource model, … Continue reading Contact Centre Outsourcing and the Public Sector in Australia

13
Nov 18

Auscontact Association Head, Fiona Keough on the shift from Customer Service to CX

Author:Ash Natesh

In achieving customer service excellence there is no ‘one-size-fits-all’. There are diverse ways in which public sector departments, agencies and local councils are setting their customer-centric service strategies, providing unique insights into the key factors for success. We spoke to Fiona Keough, Chief Executive Officer, Auscontact Association about the various depths of understanding customer experience … Continue reading Auscontact Association Head, Fiona Keough on the shift from Customer Service to CX