Leader Insights

Dip into our blogs to discover the latest on customer experience and industry trends.

Stellar’s strength is in its people: with the tenure, experience and personality of our staff shaping the way our company operates. It’s not enough for us to just talk about Open Book Management and discovering new technology before the rest: we live it, every day.

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Artificial Intelligence
Stefanie Cutrera

Yoda Providing Customer Service?

True proactive service is within reach, thanks to advancements in Artificial Intelligence (AI). In this blog, Amrita Bhattacharyya looks into what a proactive approach can do for your customer.

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Contact Centre
Stefanie Cutrera

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
Stefanie Cutrera

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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Customer Experience
Stefanie Cutrera

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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Business
Bec Carabott

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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Customer Experience
Jonathon Little

But We Already Measure NPS…

For many years, organizations 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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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
Stefanie Cutrera

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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Business
Stefanie Cutrera

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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Contact Centre
Stefanie Cutrera

The Changing Face of Contact Centres

It’s the thing we’ve read about, planned for, and braced ourselves to be ready to tackle for the last couple of years: the reduced reliance on traditional voice channels that threatens to change the face of the contact centre industry forever.

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