Does a call centre country location really matter

Does a call centre country location really matter?

- Last updated on
Does a call centre country location really matter? Last week I was interviewed by A Current Affair for a story they are running tonight on...
Future of CX - 6 Gold Nuggets of Advice

The future of CX – 6 Gold Nuggets for success

- Last updated on
The future of CX - 6 Gold nuggets for success Recently I had the pleasure of attending an evening with the world famous Don Peppers in Melbourne...
We speak to senior industry leaders and ask them what the future of call centre outsourcing in Australia is?

The future of call centre outsourcing in Australia

- Last updated on
The sudden closure of Melbourne-based call centre outsourcer BMS Interactive last week took a lot of people by surprise. Operating since 2000, at its...
Key learnings from contact centre week 2017

Key learnings from contact centre week 2017

- Last updated on
A couple of weeks ago I had the honour of co-chairing the Contact Centre Week conference on the Gold Coast.  Close to 300 attendees from...
The false economy of customer retention

The false economy of Customer Retention

- Last updated on
Recently I cancelled my account with Neverfail*. They, ironically, regularly failed to deliver my water. And I'm cool with tap water again anyway. After...

The call centre industry’s dark secret

- Last updated on
One of our regular contributors, Daniel Ord, shares his views on the call centre industry's dark secret - exploring why contact centres don't truly share...
why aussie call centre jobs go overseas

Why Australian call centres are going offshore

- Last updated on
With the recent outcry of Insurance Australia Group's decision to send their call centre jobs offshore you don't have to search hard to find a a...
influence on the customer experience

One role has the biggest influence on customer experience

- Last updated on
Who has the greatest influence on the customer's experience in those key moments of truth when they contact your business?... and not it’s not...
Customer Journey Mapping

Customer Journey Mapping – hints and tips

- Last updated on
By now you've probably heard of Customer Journey Mapping and its increasing importance in understanding and optimising your customer experience. But what is it?...
more Australian call centre jobs heading offshore

More Australian call centre jobs heading offshore

- Last updated on
News is filtering in that insurance Australia Group (IAG), the owners of brands such as NRMA, RACV, SGIC, SGIO, Lumley Insurance, Swann Insurance, WFI...
AHT Metric should be extinct

Why the AHT metric should be extinct

- Last updated on
In what’s looking to be a mini-series of articles on productivity in Contact Centres – it’s time to talk about that old favorite –...
15 things you didn't know about working in the Australian call centre industry

15 things you didn’t know about working in the Australian call centre industry

- Last updated on
Its easy to have a negative perception of what it must be like working in an Australian call centre. The media constantly portrays the...
Sportsbet is a game changer

How Sportsbet Customer Service is changing the game

- Last updated on
Whilst I've personally had a pretty crap experience with Sportsbet (You can read about my article '8 reasons why the Sportsbet Customer Experience sucks') there...
10 tips for leaders - new and old

10 leadership tips – for leaders new and old!

- Last updated on
We've said it plenty of times before that contact centres provide some amazing career opportunities. More often than not though, that journey starts from...
how to improve complaints handling

How to improve complaints handling in your call centre

- Last updated on
19 top tips on how to improve complaints handling in your contact centre through the lenses of Agents, Customers, Internal, Process and Targets.
15 best things about working in a call centre

The 15 best things about working in a call centre

- Last updated on
For a lot of people the mere thought of working in a call centre is terrifying but we reveal the 15 best things about...
Genesys How does your company rank
NICE CXone 300×250 only v2
QC QA1 300 x 250
Genesys Solution that meets your needs
Nuance Best Chatbot
Jabra Biz 2300 POC2_CCagent_B_300x250

Join my weekly newsletter

QC Salesforce 1 300×250
Sennheiser DW Free Trial
NICE CXone 300×250 only v2
Genesys How does your company rank
Genesys Solution that meets your needs

Free CX Supplier Directory

NICE CXone 300×250 only v2
QC Salesforce 1 300×250
Genesys How does your company rank

Join my weekly newsletter