What are the 4 top uses of Intelligent Process Automation for your Contact Centre? Intelligent Process Automation (IPA) has become increasingly popular across various industries, including the contact centre industry in Australia. IPA technology can automate repetitive and mundane tasks, reduce errors, and improve the efficiency and effectiveness of business operations. In this article will…
From Uni to the World of CX: Lessons Learned and Golden Nuggets of Advice. It recently dawned on me that I’ve been out of uni for two years now. This was a scary reminder of how time flies, and as good a reason as any to write my first blog at Customer Science Group. In…
Sharpen the potential of your next Voice Analytics AI project. Hey Google, turn on the light PLEASE! You may well ask, why I say “please” to what is essentially just a bunch of 1’s & 0’s? Well, my theory is; if AI (Artificial Intelligence) ever becomes self-aware on this planet, I want to ensure it…
What are KPIs? Simply put, key performance indicators (KPIs) are measurements that track how well organisations are achieving their goals. KPIs vary across industries and departments, but they typically measure financial goals and business outcomes. KPIs can be as broad or as narrow in scope as you wish. They can measure comprehensive business goals,…
Not so long ago, it took huge investment in time, money, and meticulous planning over many months to integrate computer-based applications with the core telephony platform. Contact Centre functions were often kept centralised to contain costs, and if that platform consisted of multiple PABX systems in a private network, then the time required to integrate…
How to Handle Privacy Breaches inside your organisation. A privacy breach is somewhat of a worst nightmare for many businesses and their customers. The lack of information when they are first discovered often induces confusion and decision paralysis. Many questions are thrown up, often without clear answers. What happened? Who as affected? Are we still…
CUSTOMER SCIENCE GROUP AND UCA MERGE Customer Science Group and UCA are pleased to announce the merger of our two organisations into a single business under the Customer Science Group. The skill and expertise that UCA bring to the contact centre sector will be a valuable addition to our customer and digital consulting and professional…
2021 was another interesting year and while (in NSW and VIC) we were mostly relegated back to online meetings we still kept our fingers on the pulse and kept well connected with clients and partners. Here are some innovative highlights and insights from our team of experts: Shiny software needs a great CX too…
Communication between a business and it’s consumers is one of the most important foundations of good customer experience. It’s in this way that, as a key element in providing this communication, the telephony system that is used can be seen as one of the most important pieces of infrastructure that a company can invest in. Updating and improving from…
This week we hosted another networking event for our network of Partners with another great turnout. It was great to reconnect with some new partners too, some of whom we had only meet in online meetings! We thrive on connecting with our networks and it was so great to see many new connections being made.…
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