Stellar Trends & Insights Report: September 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: save time on your grocery shop, chat with a robo-banker, and the growing aged care sector.

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Stellar Trends & Insights Report: August 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: digital finances, robo-recruiting and the arrival of Bixby to Australian shores.

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A Plea to Australian Retailers as the Amazon Juggernaut Approaches

The world’s largest online retailer is coming; and by all accounts, it is out for blood. What should Australian retailers do?

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Stellar Trends & Insights Report: June 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: iMessage Business Chat, artificial intelligence figuring out the ideal price, and virtual reality stock images to change the game.

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Stellar Trends & Insights Report: March 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: a chatty ATM, connect with your doctor over wifi, and a perk for Jaguar drivers at Shell stations.

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Stellar in Business First Magazine

"In a fragmented industry that is facing constant disruption, Stellar is forging a new path - one that its clients have fully embraced". Read Business First Magazine's profile on Stellar and our CEO, Melissa Hamilton.

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Stellar Trends & Insights Report: October 2016

Join us to discover the latest trends in our industry and customer experience. In this issue: banks that speak your lingo, Amazon to focus on Australia, and direct flights to the UK coming soon.

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Business is Changing at Warp Speed: What's Your Strategy?

We are in an era of unprecedented business volatility. Businesses lifecycles are collapsing, and in the words of Brian Solis, "no business is too big to fail or too small to succeed". The failure rate of businesses is accelerating and in this decade it is expected to exceed 70%. With business changing at warp speed, what's your strategy?

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Proactive Outbound

Traditional outbound is shedding its bothersome reputation and making way for proactive outbound. Proactive outbound gives you a way to surprise and delight your customers, reaching out to them when and how it suits them. Improve your customer experience and create true brand advocates.

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Transformation: It's Not Just for Sunny Days

It’s not a new conversation, and it really should be the foundation of every strategic conversation between a BPO provider and their client: how are we transforming your business?

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Getting the Most Out of a Consulting Engagement

At Stellar, we are excited about formally branding a long running service we’ve provided to clients. Stellar Evolve is our consulting division, designed to help clients transform their customer experiences through comprehensive customer strategies and contact centre optimisation. Having reflected on all the advice we have provided over the years, we thought it would be instructive to ask one of our consulting directors to provide some recommendations around how to best use consultants.

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From Best Practice to Breakthrough

‘Best practices’ is a term that is commonly used while referring to processes or procedures that are prescribed as being most effective. In the context of customer experience management, the question arises - can the implementation of best practices lead to differentiation?

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6 Steps to Building an Engaged Community

You know that the holy grail of social service channels is an engaged community, where customers help one another as much as you help them. You know that this has immediate value for your brand, your business, and the customers themselves…and you don’t know where to start.

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7 Tips to Turn Social Media Complaints into Opportunities

Love it or hate it, your customers are talking and complaining about you online, and when social media is opened up as a valid customer service option, businesses find that their customers will naturally turn to these channels as an escalation point. This isn't anything to be afraid of. These complaints give you an unbeatable opportunity to save customers before they move to a competitor – and to create vocal advocates of your product or service.

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Stellar Rebranding

Changing the logo is a big deal for us. It’s a chance to distil all the things we are into a single, graphical idea – something to help propel us to our next chapter. An image to better reflect our personality, our values, our people…something to capture Stellar.

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Getting the Best From Your Contact Centres

If you’re in the business of customer service, you’re probably also in the business of running a contact centre. And while customer experience may be top of mind, that doesn’t mean that the contact centre can always be your core focus. So how do you strike the balance between a welcoming customer experience, happy employees, and solid business outcomes?

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Customer-Centric Culture

Last week I attended a conference on Enhancing Government Customer service, and it was so interesting to hear from various departments and suppliers about their challenges and ideas for transforming service. It was a universal goal – whether empowering customers through self-service, or shifting organisational attitudes, everyone was focused on putting the customer at the heart of everything.

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NPS and Employee Engagement

Last time I talked about some basic concepts to start the NPS journey, and the importance of ensuring the score was just the start of the journey and not the outcome. A key element to becoming a customer centric organisation is engaging your front line employees. Ultimately, it is your front line team who engage with your customers and deliver outcomes.

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How to Find the Right Outsourcing Partner

As an outsourcer, we see a lot of requests for tender/proposals and the quality and clarity of these can vary dramatically. There are a lot of common mistakes that make it very difficult for companies wishing to outsource to get a real understanding of their options and even the potential costs of outsourcing.

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Maintaining Quality While Experiencing Growth

During the recent economic slowdown, every organisation - private, corporation, government, non-profit - has had to learn to do more with less. As the economy stabilizes and organizations prepare to grow, one of the recurrent challenges is how to maintain quality while expanding the business.

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