Workskil Australia utilised CX Consult to conduct a review of our contact centre function. We found the project to be extremely beneficial to have external visibility over our current processes and approach.

This ‘healthcheck’ resulted in a clear and concise report which identified the key areas of focus for us to consider making changes, as well as recommended actions prioritised on a needs/risk basis.

Overall the CX Consult team were easy to deal with and approached the review with a level of delicacy which built trust and rapport with our staff, therefore making them feel comfortable to raise issues without fear of reprisal.

We engaged with Justin to unpack and health check our call centre operations and service team. This enabled us to identify and reinforce areas of strength, support business cases for improvements and to also make some immediate efficiency changes.

Justin’s knowledge and expertise was exceptional, providing many learnings across the Customer Management team in best practice and industry standards. We were able to streamline a complex call centre system enabling staff efficiencies and high-level reporting, with Justin providing the insight and expertise required with ongoing support.

In addition to streamlining of business operations, the suite of development and training sessions offered by CX Skills complimented the work with the team including customer experience and interaction training. Well received by the team and implemented into day to day practices. The Customer Experience Management Fundamentals course was enlightening and not only was the learning insightful, it was refreshing to spend time with like-minded individuals.

Justin has made a significant impact on the Customer Service operations aligning with strategic priorities, was a pleasure to work with and I highly recommend the services available.

Justin Tippett and the team from CX Consult have been a pivotal part in the transformation of our call centre department which was initially very business-centric focused to now, a high performing call centre team who understands the value of the customer experience.

We were impressed at how Justin took the necessary time to first listen and understand our business needs and our pain points, without making any prior assumptions to how we should improve. Justin’s comprehensive initial ‘health check’ process resulted in establishing real evidence-based call centre solutions that aimed to solve our current problems, yet ensured constant alignment with our overriding business vision and strategies.

Justin has supported our company all the way through our call centre transformation process including frontline and leadership training and he continues to offer ongoing support which is a testament to his professional, client-centred consultation approach.

For PEXA, the experience our members have with the system is paramount so when our user-base increased rapidly, it was critical we had the right processes in place to support the industry through best practice methodologies and systems. We know for many of our members, their concerns are time-sensitive so our first priority was ensuring access to our support centre in the most time-efficient way.

We engaged CX Consult to conduct a health check on our support operations and provide a holistic view of what we were doing well, and where we could make quick and critical improvements. We’ve since implemented a number of the recommendations made and wouldn’t hesitate in recommending CX Consult to other firms looking to lead the market in the support they provide.