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There is increased pressure on an organisation’s management and systems to interpret the RG 271 legislation; detect and process complaints in a timely manner; and report specific metrics to the board/executive committees. According to ASIC, organisations should not rely solely on front line staff to identify and manage complaints.
Complaintsresolution center info. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014. Discover the latest customer service trends and live chat metrics to inform your CX and online sales strategy. Topics might include: Payroll. Work schedules and shifts. Office conduct.
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