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Melbourne has secured a new global Sales & Marketing provider with support from the Victorian Government.
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.
Being a parent is undoubtedly the biggest privilege in life and it turns out there are a lot of similarities between being a parent and a leader.
There are a lot of factors to consider when you are trying to determine how to measure call centre productivity - here's 5 that often get missed.
A big trend this year is businesses re-examining their call centre outsourcing relationship as CX expectations rapidly change.
Over 40,000 Philippines call centre jobs will be lost to technology in the next 5 years however there is a much large issue emerging that could decimate the industry.
Congratulations to the 2017 Auscontact Award National Winners who have received the highest honour in the Australian call centre industry.
Discover the options on how to integrate Salesforce CRM into your call centre and start reaping the benefits of an improved customer experience.
How to future-proof your sales job with two behaviours that technology can’t replicate (yet)
Looking for some workplace ideas for Halloween? With Halloween fast approaching this year on Tuesday October 31 its a great time to get your workplace involved...
Tech-driven changes in customer preferences has meant that Australian service organisations, such as contact centres, are expecting to increase their analytics investment (48%) and AI...
Save time and digest all the key take aways from the Contact Centre Summit 2017 recently held in Melbourne in under 5 minutes!
Do We Still Want Humans in Customer Service? In the quest to reduce costs, many organisations are automating customer service functions. But removing the human...
With contact centres often the only touch point for dealing with customers, now more than ever that sole experience can define the customers entire...