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CSIA FOCUS
What the Judges Saw CSIA asked our judging panel for their insights into the Australian Service Excellence Awards judging process and what makes an award-winning presentation stand above the rest.
Mei-Ling CheongNepia Head of Client Services Australian Ethical
Megan Everleigh Client Services Director Pearson
How have you enjoyed being part of the judging team this year?
How have you enjoyed being part of the judging team this year?
It’s been a very rewarding experience as it has been in past years. It can be challenging at times as there are so many great ideas, projects, teams and people.
I've had a blast meeting different teams vying for the top prize in the small contact centre category! These are teams much like my own. It's such a treat to hear all their success stories and celebrate their great work.
What in your opinion is the most rewarding aspect of being a judge? The most rewarding aspect of being a judge is the privilege of being allowed to hear from such a diverse range of people and teams across different industries. Providing us with such insight into their business, and their offices either virtually or in person is always an honour. Why did you apply to be a judge this year? I have previously been a CSIA judge, and I wanted to continue to contribute to the industry and help recognise customer service excellence. What have you learned from judging this year? I learnt this year that there is no shortage of talent or ideas within the customer service industry and the industry is in good hands!
What in your opinion is the most rewarding aspect of being a judge? There are so many amazing tips and insights to takeaway into my own team, I'm sitting at the feet of giants! What trends have you seen driving service excellence? New methods to improve speed of reply during business hours are enabling many small businesses to expand their hours and scope, support rapid growth without increasing headcount and develop their people into newer and more exciting skills. What makes a finalist presentation stand out to you? We love hearing from actual customers who are keen to celebrate their service teams and see them recognised for all their hard work!
