Over 40 years experience in the business sector...
Since 2003 we have made it our business to analyse, improve and build connections between customers and companies. Our managed analytics, coaching and training services are delivered across Europe, Asia, Australasia and Africa to some of the world's best known and loved brands.
We unlock the intelligence embedded in your call recordings and data to provide actionable and practical insights. We use these insights to develop strategies that improve the customer journey across digital and voice channels, reduce repeat callers, increase sales effectiveness and identify blockages to a positive customer experience. The best news is that our proprietary POWER solution is vendor independent - so we work across all call recording platforms to provide actionable insights.
KnowledgeSpace is dedicated to producing just two things: a bespoke solution for clients and outstanding results. We use our knowledge of consumer psychology and agent behaviours to give you insights and solutions that help your business build connections with customers and your people. Our training materials are designed to engage and excite your people and help bring them along on the journey to a better customer experience
Many companies claim that it is their staff that makes them great. At KnowledgeSpace, we believe that our staff make our company! Your trainees leverage from the skills and knowledge of;
- A past president of the Call Centre Managers Association
- A technology specialist with over 30 years telephony & data experience
- An executive responsible for the 1st Australian call centre benchmarking study
- An executive with 20 years experience managing Asia Pac contact centres
- A 2004 ICSP finalist
- Qualified Psychologists and Instructional Designers
- Facilitators with at least 7 years experience directly managing teams
With a career spanning 25 years in the Customer Contact Industry, Mia has managed, operated and improved contact centres of up to 1600 staff across 12 countries. Her most challenging contact centre assignment to date has been to support a multi-lingual, cross-cultural rollout of a voice analytics managed service to identify process blockages and issues resulting in a $US24M saving per year in process leakages for her client. A former CCMA president and a Fellow of the Australian Institute of Management, Mia has completed a Bachelor of Behavioural Science (Psychology), a Graduate Certificate in Organisational Behaviour, Diploma of Management, Certificate IV in Training and Assessment, Diploma of Customer Contact, Bachelor of Training and Development and is a Six Sigma Black Belt (2013) and has achieved Scrum Master status (Agile 2013).