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Welcome to our Article Archives where you will find all our articles, Press Releases etc. Just search by category and don’t forget you can also search by any term in our Search box.

Melbourne secures new Sales & Marketing Global Player

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.
similarities between being a parent and a leader

Four key similarities between being a parent and a leader

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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.
Don't forget these 5 things when measuring call centre productivity

Don’t forget these 5 things when measuring call centre productivity

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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.
Call Centre Nightmare Syndrome

Call Centre Nightmare Syndrome (CCNS)

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The Call Centre Nightmare Syndrome (CCNS) is frighteningly real for a number of Australian's but fortunately these tips may help sufferers.
call centre outsourcing relationship

Is it time to re-examine your call centre outsourcing relationship?

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A big trend this year is businesses re-examining their call centre outsourcing relationship as CX expectations rapidly change.
A new risk to the Philippines contact centre industry emerges

The real risk to the Philippines contact centre industry

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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.
2017 Auscontact Award National Winners

2017 Auscontact Award National Winners

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Congratulations to the 2017 Auscontact Award National Winners who have received the highest honour in the Australian call centre industry.
integrate Salesforce CRM into your call centre

Options to integrate Salesforce CRM into your call centre

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Discover the options on how to integrate Salesforce CRM into your call centre and start reaping the benefits of an improved customer experience.
future-proof your sales job

The two crucial sales behaviours that technology can’t replicate (yet)

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How to future-proof your sales job with two behaviours that technology can’t replicate (yet)
workplace ideas for Halloween

Workplace ideas for Halloween to boost team engagement

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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...
Investment in analytics and AI on the rise in Australian contact centres

Investment in analytics and AI on the rise in Australian contact centres

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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...
Key takeaways from the Contact Centre Centre Summit 2017

Key Takeaways from the Contact Centre Summit 2017

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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

Do We Still Want Humans in Customer Service?

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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...
How your customer service job impacts a brand

Use the power wisely – How your customer service job impacts a brand

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With contact centres often the only touch point for dealing with customers, now more than ever that sole experience can define the customers entire...
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