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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

Customer Journey Mapping – hints and tips

By now you've probably heard of Customer Journey Mapping and its increasing importance in understanding...

The future of CX – 6 Gold Nuggets for success

The future of CX - 6 Gold nuggets for success Recently I had the pleasure of attending an...

The future of call centre outsourcing in Australia

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

The call centre industry’s dark secret

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

How to improve complaints handling in your call centre

19 top tips on how to improve complaints handling in your contact centre through the lenses of Agents, Customers, Internal, Process and Targets.