This episode of Smart Call features Richard Gaze of Customer Service Benchmarking Australia, a Melbourne organisation that uses mystery shopping and surveys to analyse customer service experiences.
The company has recently updated its research and says mobile phone companies, airlines and banks are the worst customer service exponents in Australia. We ask Richard why in this interview.
We also look at news, including:
- Analyst Datamonitor’s assessment of the top contact centre software vendors
- Growth prospects for India’s domestic BPO industry
- The company using retirees to deliver service to retirees