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Melbourne secures new global Sales & Marketing provider

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Melbourne has secured a new global Sales & Marketing provider with support from the Victorian Government.
Why measuring call centre agents on the number of calls handled is wrong

Why measuring call centre agents on the number of calls handled is wrong

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We explore why measuring call centre agents on the number of calls handled is the wrong approach backed up by some basic maths and call centre management techniques.

News from the Web

The Latest Local CX & Contact Centre News

Workplace ideas for Halloween to boost team engagement

Looking for some workplace ideas for Halloween? With Halloween fast approaching this year on Tuesday...

Concentrix announce Scholarship Winners

Concentrix has announced the winners of the Concentrix Unitec Leadership Success Scholarship, in partnership with...

Livepro announce 2017 Knowledge Management Excellence Award winners

Industry heavyweights alongside local government have been crowned the best in Customer Service Knowledge Management Spanning...

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Editors Pick

The future of call centre outsourcing in Australia

The sudden closure of Melbourne-based call centre outsourcer BMS Interactive last week took a lot...

One role has the biggest influence on customer experience

Who has the greatest influence on the customer's experience in those key moments of truth...

The false economy of Customer Retention

Recently I cancelled my account with Neverfail*. They, ironically, regularly failed to deliver my water....

The call centre industry’s dark secret

One of our regular contributors, Daniel Ord, shares his views on the call centre industry's...

Why the AHT metric should be extinct

In what’s looking to be a mini-series of articles on productivity in Contact Centres –...