Why You Need a Silent Call Centre

On a recent trip to Manila I was introduced to the silent call centre. No, the power wasn't off. Instead, it was proof we'd been successful in our digital transformation effort. Find out the five reasons why you should jump on board.

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Stellar Trends & Insights Report: April 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: WhatsApp your payments, using AI to improve watch sales, and an augmented reality test-drive.

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Learning From the Best: Event Debrief

Stellar's Amrita Bhattacharyya led a panel in Sydney with CSIA recently - discover what she learnt.

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Why Your Organisation Should Be a Fishing Trawler

Everybody should be responsible for customer feedback. Every department and every manager should be able to connect on every channel to the customers who are donating their time to provide valuable insight. It should not be a dedicated team. How do we make this happen?

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Stellar Trends & Insights Report: February 2017

Join us to discover the latest trends in our industry and customer experience. In this issue: automated burgers, first-home buyers leaning on parents, and using location data to improve customer experience.

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Social media is a given — so what’s next?

When dealing with a company, each customer has their own preferences on how they like to be contacted or make contact. Customers have learnt a simple truth: businesses will adapt to the needs of customers, not the other way around.

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What will 2017 bring for Customer Experience?

The best thing about wrapping up the year is the space we get to reflect on the year gone by and the year to come. As I started to write a predictions post for 2017, I found myself taking stock of my predictions last year, and where they had ended up.

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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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Customer Experience: The Tribe Has Spoken

Embedding a framework for Customer Experience within an organisation is a challenge like no other... it’s a lot like playing 'Survivor'.

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Do Promoters Really Matter?

A lot of research looks into the value of different approaches to measuring customer satisfaction, and we hear the merits of customer effort versus NPS being discussed on many sites and blogs. But do promoters really matter to your business?

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Stellar at SXSW: The Rise of the Machines

Talk of Artificial Intelligence (AI) – including Deep Learning, Automation & Robotics – was everywhere at SXSW. AI is considered one of the main technologies that would shape the next 30 years through “augmenting” humans via robotics, speech and service applications.

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Stellar at SXSW: Now We're Talking

Right now, we control our computers and phones by pointing, clicking, swiping, poking and typing, but soon this will all change. Soon, we’ll interact with our machines the same way we interact with each other—by talking.

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Stellar at SXSW

At Stellar we want to understand the technological challenges of our clients; both the ones they’re facing now and they ones they’ll face tomorrow. Understanding what are the next waves of disruption that will hit our clients’ industries helps us work with them to prepare and thrive through these changes. This is why we sent a cohort of the team to SXSW; a massive conference in Austin, Texas that serves as an incubator for cutting-edge technologies and digital creativity.

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The Custodians of Customer Loyalty

We are now living in a digital first world, with well-informed and impatient customers using an omni-channel approach to interact with companies. Despite the availability of digital channels and approaches, customers still prefer to speak with a person for complex issues. So what does this mean for the call centre?

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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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The Social Opportunity

Social media has become part of everyday life, from humble beginnings to the powerhouse that it is today. It has empowered consumers with a vast array of tools to contact, discuss, research and interact with the brands they are passionate about. Social media can be incredibly powerful: but do you know how to leverage the impact social media has on your business?

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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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But We Already Measure NPS...

For many years, organisations the world over have been grappling with the best metric to reflect the way their customers feel about their brand. From the age-old call quality to first call resolution, through to Customer Satisfaction (CSAT) and the ubiquitous Net Promoter Score (NPS), there is a measure for every angle. In the last few years however, the Customer Effort Score (CES) has become an increasingly popular approach for measuring customer satisfaction and is worthy of consideration for your company.

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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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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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Evolving the Art of Conversation

Not so long ago, the art of conversation involved simply mastering your words and manners while in the same room as someone else. Then the contact centre arrived, and skills mastered in the face-to-face world transformed to rely on voice alone. Now, the digital age is driving us to even greater evolution

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Understanding Omni-Channel

Interacting with your customers across several channels has become common nowadays. Once upon a time, we may have assumed that customers would interact with us either in-store, on the phone, or online, and that we didn't necessarily need to be too concerned about the customer experience being seamless across all channels. Time has proven this assumption wrong.

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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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What Are Your Customers Really Telling You?

Excellence in customer service starts with throwing out preconceived ideas and really listening to your customers – were they angry, frustrated when they called you, did that change throughout the call, did you resolve their issue, what issues caused them to call, could this be avoided?

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