Posts by Steve Fitzgerald

Careful change management applies as much to your customers as it does to your staff. Here’s why.

How does your customer experience maturity level match up against others in your industry? A CX Maturity Model is the answer.

Getting your business ready now to embrace the customer service trends of the future is your key to success. Here’s how.

Organisations of various sizes and types can benefit from contact centre software, not just call centres. Here’s how to know if it’s right for you.

With the rise in self-service, customers are reserving complex queries for the phone, which means staff need more training.

If working from home is now the norm, what can organisations do to maintain customer service levels with remotely located staff?

Helping vulnerable customers isn’t easy, but it’s an essential skill for customer service staff.

Australian survey confirms that human-driven customer support channels remain the preferred way for people to engage with organisations.