April 2018 Hi there, After what feels like a busy few months, we hope you managed to take some time out of your demanding schedules to reflect and recharge yesterday on ANZAC Day. At CSIA, we are gearing up for a slate of activities and training programs, not to mention the upcoming 2018 Australian Service Excellence Awards (ASEAs). Nominations are now officially open for the awards, a highlight on the CSIA annual event calendar. Make sure you leave plenty of time to prepare your submission before the deadline on Tuesday 5 June. This year, the awards will be held at The Star in Sydney on Thursday, 1 November. Every year we honour outstanding individuals and organisations for their customer service initiatives and we look forward to doing so again this year. To find out more about some upcoming conferences and events that are sure to be memorable, along with the 2018 ASEAs program - read on! Sincerely, Anouche Newman - CEO CSIA partners with Customer Experience Innovation & Tech Festival CSIA is excited to be partnering with The Eventful Group in support of its upcoming Customer Experience Innovation & Tech Festival. Taking place across two activity-filled days of content, networking, knowledge-sharing and fun, the festival brings together customer experience and service professionals, international thought-leaders and innovation experts to celebrate the talent, technology and ideas that are transforming customer experience. The first 12 speakers have been announced and feature fascinating international case studies from Google, Zappos, South West Airlines and the Dorchester Collection. CSIA is helping to shape the content as part of the advisory team. Plus, we’ll be facilitating panel discussions and Q&A sessions. Watch this space for updates, full program (50+ sessions) release and attractive packages for CSIA members. In the meantime, find out more about the event here. Nominations for this year's Australian Service Excellence Awards are now open! Nominations are now open for the annual Australian Service Excellence Awards (ASEAs) to recognise best-practice customer service initiatives from across the country. The ASEAs have grown considerably in both size and stature over the years and are a recognised symbol of both personal and business excellence. We are looking for Australia’s most outstanding customer service-driven organisations and individuals who demonstrate best practice and innovation. If this sounds like you, your team or organisation we encourage you to submit an entry so we can help you shine a spotlight on your achievements. Entries are open to all individuals and organisations serving the Australian market, whether it is a business of one or a business of thousands. This year we have introduced a new category, Customer Service Organisation of the Year – Retail, so be sure to consider this if it is a better fit for your organisation. If you’re keen to get your nominations in, and aren’t sure where to start, more information is available via the information brochure. Alternatively, the CSIA team is happy to chat through suitable award categories and how best to prepare your submission. CSIA joins forces with upcoming Government Contact Centre Summit 2018 Anouche Newman, CEO of CSIA, has signed on as a Chair for the upcoming Government Contact Centre Summit 2018. The Government Contact Centre Summit provides a space for leading public sector contact centre leadership to collaborate and present best practice case studies aimed at streamlining contact centre operations and improving customer satisfaction. In her role as Chair, Anouche will facilitate questions and encourage discussion to help create a space that fosters learning for all public sector contact centre managers, and provides an opportunity for each individual to develop future thinking customer service strategy. Join Anouche and a panel of expert speakers and be guided on how you can innovate your contact centre through a customer centric strategy. Buy your tickets before 15 June and enjoy the Early Bird rate. Click here to learn more.
A refreshed customer focus at the City of Casey The CSIA team has been working closely with the City of Casey, located in Melbourne’s South East, on the rollout of a bespoke training program to support its vision in creating Australia’s Most Liveable City. The customised training solution, which includes more than 720 participants from all functions and levels of the City of Casey, has been designed to give employees an understanding of the importance of their role in achieving the Council’s vision.The ultimate goal of the training has been to unlock a customer-focused mindset and support staff with practical skills that can help them achieve customer service excellence. The program kicked off in mid-April and runs until July 2018. |