Insights from the Auscontact & GRIST Service Excellence and Sales Excellence Award 2025

Written By Kate Goldby

Each year the AusContact Excellence Awards shine a light on what great looks like in Australian contact centres. In this webinar we discuss the simple behaviours that lifted confidence, reduced repeat effort, and moved the metrics that matter.

The big call out this year was that great conversations don’t just fix problems — they guide customers from the first ten seconds through to what happens after the call. When customers know what’s happening now and what happens next, confidence rises and repeat effort falls.

Watch the insights webinar below in full to hear what set the best apart from the rest!

Want a copy of the insights report? Download it here including an interactive tool you can use to start putting an Action Plan for your team.​

Kate Goldby

With a knack for turning complexity into clarity, Kate crafts marketing that connects. Kate has spent years honing her ability to pick up on the most nuanced conversation behaviours. Known for her calm clarity and sharp eye for a good idea, she is often the go-to when something needs to be said well—and said fast.

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