Sue Robinson

Sue Robinson

Customer Insights Consultant

Sue has over 20 years of experience across banking, telecommunications and outsourcing; with a passion to drive change and deliver the right outcomes to meet business needs.

She has held responsibility for product development and process improvements. She has set up and managed diverse services and customer facing contact centres — both in Australia and offshore. She brings her strong operational background to Stellar’s consulting practice, Evolve; blending her real-life experience with her savvy strategic thinking.

When she’s not transforming the customer experience for our clients, Sue can be found relaxing in the Mornington Peninsula, where one day she plans to live full-time. Her stories of dolphins in the bay and koalas in the garden seem like enough incentive for us.

Check out all of Sue Robinson's posts below:

Business
Sue Robinson

Getting the Most Out of a Consulting Engagement

At Stellar, we are excited about formally launching a long running service we’ve provided to clients. Stellar‘s consulting division, designed to help clients transform their customer experiences through comprehensive customer strategies and contact center optimization. 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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Business
Sue Robinson

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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Contact Centre
Sue Robinson

People Engagement

Call centers are by their very nature a people business; they connect people and provide solutions in real time. Strip away the complex systems, routing engines, knowledge management tools, CRMs and other technologies and at the heart of our industry is people. A call center is therefore only as good as the people who work there.

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Customer Analytics
Sue Robinson

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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Stellar United States
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