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A collection of all our articles suitable for contact centre, call centre and CX managers. Just select a sub-category above or scroll below for our latest articles.

5 Ways to reduce office interruptions

5 Ways to reduce office interruptions

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5 ways to reduce office interruptions With more companies opting for open plan style offices, more interruptions are happening in the workplace. In fact, in a recent...
Why lean and agile principles into contact centres is a good thing

Implementing lean and agile principles into contact centres

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The contact centre industry is normally in a state of flux – change is the only constant, even if it’s not apparent at the...
6 Team Building Ideas for your Call Centre

6 Team Building Ideas for your Call Centre

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At Quality Connex, we’re always looking for new call centre team-building activities and exercises. We know that when teams work together effectively, your contact...
Boost Call Centre Performance with this easy game

Boost Call Centre performance with this easy game

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If you lead a team in a contact centre, you know employee engagement directly impacts performance. I’m always looking for ways to boost team morale and...
Does a call centre country location really matter

Does a call centre country location really matter?

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Last week I was interviewed by A Current Affair for a story they are running tonight on businesses with an Australian call centre. I...
speak the same language as your customers

How to speak the same language as your customers

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Do you train your employees to talk to customers in company language or in customer language? Did you realise that your company has a language?...
Concentrix announce acquisition & mid-year update

Concentrix mid year review 2017

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Concentrix's Country General Manager (Australia & New Zealand) Peter Monk has released his mid-year review including Concentrix's recent acquisition of Tigerspike. Tigerspike is a high-value...
Should you risk outsourcing sales to grow your business

Should you risk outsourcing sales to grow your business?

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Whenever a business is driven by its number of sales, how to generate those sales is an issue of prime concern in the long...
What's missing from most sales call centre training programs

What’s missing from most sales call centre training programs?

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What's missing from most sales call centre training programs? Imagine your first day in your new sales call centre job. Your induction training would probably consist...
How to stop charity telemarking calls

How to stop telemarketing calls in Australia

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How to stop telemarketing calls A recent study by Choice has revealed something that most of us already know - we don't like getting unsolicited...
More call centre games to boost performance

3 more call centre games to boost performance

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You can get stale slaving away in any work environment so why not spice things up a bit with some call centre games that can...
3 Tips for using call centre technology to improve productivity

3 Tips for using call centre technology to improve productivity

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3 Tips for using call centre technology to improve productivity Enhancing call centre productivity depends largely on the type of tools used for the job....
More Australian call centre agents working from home than ever before

More Australian call centre agents working from home than ever before

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Australian contact centres continue to embrace the global trend of providing work from home as a real option for its employees. In a talent short...
4 Essential Tips when implementing live chat

4 Essential Tips when implementing live chat

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Implementing live chat - 4 Great tips! Of the numerous channels used to deliver customer service nowadays, live chat consistently leads with customers. An ATG Global...
Five tips for effective training in contact centres

Five Tips for Effective Training in Contact Centres

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  Five Tips for Effective Training in Contact Centres That old adage “train them, don’t blame them” is a sound concept in theory, because no-one sets...
How to write a good call centre script

How to write a good call centre script

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How to write a good call centre script Call Scripts are an essential part of Contact Centre call campaigns. Here are some of the purposes...
delivering a great CX

The secret weapon to delivering a great CX

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The secret weapon to delivering a great CX I have just come back from a glorious two week break in Bali with my family feeling...
Its hard enough to win new customers so we've got one simple tip to help you reduce customer churn and keep your business growing in the right direction.

How to reduce Customer Churn

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How to reduce Customer Churn? Put simply - understand it, then address it! In fact, don’t just strive to understand and address customer churn – even...
Does it really matter what you wear in a call centre?

Does it really matter what you wear in a call centre?

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Dress Code Policy - does it really matter what you wear in a call centre? From all my years working in a call centre (too...
Calling B*llSh*t

Customer Experience – Calling B*llsh*t

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Customer Experience - Calling B*llsh*t So much is written about customer experience. I can't think of any organisation I've interacted with that doesn't claim that...
5 Ways to increase positivity in the workplace

5 Ways to increase positivity in the workplace (without the fruit basket and massages!)

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5 Ways to increase positivity in the workplace Fruit baskets and massages, whilst well meaning, simply wallpaper over the cracks of a negative working environment. We all...
B2B

Why customer experience is critical for B2B organisations

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Why customer experience is critical for B2B organisations For any brand that wants to market effectively in 2017, creating a great customer experience needs to...
leading versus managing

The difference of leading versus managing (and why both are important)

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The difference of leading versus managing Lao Tzu said it perfectly, “When the best leader's work is done the people say, we did it ourselves.” While...
Popular Call Centre Metrics

5 Popular Call Centre Metrics

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Today, as more and more brands are chosen based on whether the overall customer experience matches their expectations, metrics are essential to help make...
Why you should ignore KPIs

Why you should ignore KPIs to improve your performance

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Why you should ignore KPIs to improve your performance Years ago - before I smashed my ankle into a thousand pieces surfing - I was...
Workplace Success

Why workplace success is a laughing matter

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Grinners are winners: workplace success is a laughing matter Being responsible for the success or failure of an entire organisation is a job to be...
table tennis table

8 reasons why your workplace needs a table tennis table

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Having worked at many call centres across my career there is normally one good sign you're working at a good one... It's got a...
Artificial Intelligence with a sad robot

Is Artificial Intelligence really needed to improve your CX?

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Artificial Intelligence. It seems to occupy every other article on customer experience and contact centres. I was reading one today and one quote said...
successful customer surveys

20 Great tips for successful customer surveys

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Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. I beg to...
Person Hand Ringing Service Bell

Why customers don’t care about customer service (well, not exactly)

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Customers don't care about customer service. At least, not the way you think they do. What they care about is something a little different: They...
Mentoring Tips showing elephants walking

How to Pay It Forward – Mentoring Tips

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Mentoring  – Paying It Forward Key Take Out: If you are a manager and you do not encourage your team to get extra help and...
Vintage telephone

Is Phone still the most popular channel?

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Despite the massive investments many organisations are making in new digital contact channels, the majority of customers are still turning to the tried and...
steps to overcome procrastination

6 steps to overcome procrastination

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6 steps to overcome procrastination Understand your WHY We live in a world filled by constant distractions, pressures, mundane routines and endless tasks that all mount...
CallActive Liquidation continues

The fallout from the CallActive Liquidation continues

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The fallout from the collapse of Melbourne and Wellington based call centre outsourcer CallActive in November 2015 is continuing with www.stuff.co.nz reporting that an...
Future of CX - 6 Gold Nuggets of Advice

The future of CX – 6 Gold Nuggets for success

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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...
develop millennials into leaders

3 Top tips to develop millennials into leaders

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For today’s CEOs, effective talent engagement is crucial to the execution of strategy. The rise of digital means that organisational norms are being redefined...
Call back technology with man praying for phone call

The evolution of call back technology

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The evolution of call back technology in contact centres As with most aspect in life, contact centres change and evolve over time. A brief outline...
customers are frustrated with omnichannel CX

4 Key reasons why customers are frustrated with omnichannel CX

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Today’s modern, tech-savvy customers are becoming increasingly demanding in their quest for a great customer experience. They expect to be able to shop anytime,...
managing change showing a man stopping dominoes falling

Ten great tips to managing change

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Managing Change isn’t easy. Even change for the better. Great leaders know that and don’t pretend otherwise. Here’s ten ways you can help navigate...
Chief Customer (Experience) Officer in APAC

The emergence of the Chief Customer (Experience) Officer in APAC

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From the Editor: Really enjoyed this article from Ben that I'm sure will spark some debate within some organisations... The emergence of the Chief Customer (Experience)...
The 7 P's of Leadership illustrated with a chess pieces

The 7 P’s of Leadership you need to be successful

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The following article is straight up and down, but at times it’s important to revisit the fundamentals before exploring more adventurous terrain. There are...
The fishermans perspective

A great dose of Perspective – stop working too much!

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Its easy to get caught up in the corporate life, pushing yourself for that next opportunity - that next promotion, a pay rise, some...
Dealing with difficult customers

Dealing with difficult customers

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From the editor: The continuing increase in digital interactions and automation is leading to a corresponding increase in the volume and intensity of call centre agents dealing...
3 key ingredients for great customer experiences showing 3 golden eggs amongst white ones

3 Key ingredients for great customer experiences

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3 Key ingredients for great customer experiences The desire to create a Customer-Centric culture has never been stronger. We are entering an era where great...
coach young girls

8 Tips on how to coach young girls and how that can be used...

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From the editor: Whilst this article was written for the sporting arena there are some great coaching/leadership tips that apply to both the workplace, boys...
Customer centricity

8 Tips to embed a culture of customer centricity

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It’s time to get emotional with our customers In the era of the highly connected and informed consumer, where choice is endless and loyalty is...
Skills coaching

5 powerful tips to improve your skills coaching

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5 powerful tips to improve your coaching Coaching is very simple and something we have been doing ever since there was a leader in the...
Industrial revolution

One question front line call centre staff aren’t asked enough

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How the Industrial Revolution drives bad customer experiences Author: Shane Goldberg, CustCore Consulting When was the last time you asked someone in your company who actually...
voice of the customer

Tips for implementing a Voice of the Customer program

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Delivering a better customer experience is always a key goal, but not always that easy to achieve. Effectively implementing and utilizing a Voice of...
10 lessons from using a stand up desk for 1 year

10 Lessons from using a stand up desk for 1 year

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10 Lessons from using a stand up desk for 1 year 3 years ago I quit alcohol in the face of massive social pressure and...
ways leaders deal with problems

Three inspiring ways leaders deal with problems

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Experiencing problems in the workplace on a daily basis is inevitable. These might include missing deadlines, managing expectations, team friction and poor communication. These problems...
Call Centre Return to Work Programs showing a lady with an aching back

Return To Work Programs: What is Best Practice?

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Call Centre Return To Work Programs: What is Best Practice? Call Centre Return To Work (RTW) programs are an essential part of business and an...
Use caution with online B2B surveys

Why you should use caution with B2B online surveys

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With customer experience increasingly being acknowledged as a key battleground for companies moving forward, it is admirable that many companies are looking to rollout...

Why multi-tasking is not productive

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In the 1990s I worked as a VP Operations of Call Center & Distribution operations. Customers would phone in or mail in their orders to...
why you should be friends with your staff

10 reasons why you should be friends with your staff

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10 reasons why you should be friends with your staff One of the biggest mistakes I made early in my leadership journey was thinking I...
CX Robotics Revolution

The CX Robotics Revolution Is Here! What Should You Do?

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Make no mistake, Intelligent Process Automation (IPA) is here and here with a vengeance! The People v’s Robots debate has been around for at...
create a customer obsessed organisation showing an empty chair

20 Small changes you can make to create a customer obsessed organisation

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20 Small changes you can make to create a customer obsessed organisation I used to think that improving an organisation required big changes. Reimagining the...
service training in a classroom

Taking a chance in Service Training

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Great service doesn't start with the CEO, your manager or your partner. It starts with you. Don't get me wrong, if your leadership team...
compete with a robot in an arm wrestle

Can your contact centre agents compete with a robot?

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Can your contact centre agents compete with a robot? If I were employing contact centre agents today, I'd be asking how my training and development...
Australia's call centre wait times exposed

Australia’s call centre wait times exposed

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Channel 9's reporter Nat Wallace produced a report last week that conducted a hard hitting investigation into the wait times of some of the...
planning service training

Tips for planning service training

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Planning Service Training - how to plan smarter, not harder! In this article I'm going to share with you some simple tips that will help...
Stressed woman

10 Lessons learnt from leading a team for the first time

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Years ago, I was successful in obtaining my first ‘formal’ Team Leader role in a contact centre. Looking at the group of 15 people...
Image of mens suits hanging

What really happens when you switch to casual clothes policy?

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Not long after I started my current gig I pitched to my fellow business leaders that we adopt a casual clothing policy in our...
Tips on building Corporate Values with attitude

Corporate Values with attitude

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Having been around businesses of all shapes and sizes for a while one of the things you often stumble across is the company Vision, Mission...
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

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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...
Update on BMS Interactive closure

Update on BMS Interactive closure

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As we reported on 15 March 2017 we can now confirm that Melbourne based call centre outsourcer BMS Interactive has permanently closed its doors....

Melbourne call centre outsourcer BMS Interactive closes its doors

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There are reports coming in that local Australian call centre outsourcer BMS interactive closed their doors unexpectedly on 14 March 2017. BMS started in 2000...
We ask the question Where is Salmat as they have been very quiet in the Australian contact centre industry

Where is Salmat?

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Back in the day Salmat, or Salesforce as many of you would know it, was a powerhouse in the call centre outsourcing world.  A...
Key learnings from contact centre week 2017

Key learnings from contact centre week 2017

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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...
How the Centrelink call centre lies about their stats

How the Centrelink call centre lies about their stats

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Despite practically everyone in the country either personally or through a close friend/colleague having an horrendous experience in trying to call Centrelink we regularly...
How Sydney Hotels handled new business opportunities and 10 great tips on how to deliver a great CX

Six key CX lessons from Sydney hotels

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We're a 5 star hotel, but we're not interested in your custom thanks - Six key CX lessons from Sydney hotels That’s not a phrase you’d...
The Evolution of CX in the Australian Government Contact Centre

The Evolution of CX in the Australian Government Contact Centre

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The Evolution of CX in the Australian Government Contact Centre The communication revolution has transformed the way we connect in this device driven world. As...
The problem with CX Mystery Shopping programs

The problem with CX Mystery Shopping programs

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Some time back one of the local Awards Clubs introduced a Customer Experience Mystery Shopper Award into its portfolio. Cool I thought – it will...
The false economy of customer retention

The false economy of Customer Retention

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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...
Why contact centres need to stop Karate chopping their customers

Stop karate chopping your customers

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There are some odd approaches to achieving 'productivity' in the Contact Centre industry. One of my least favourite is what I call 'Karate Chopping' the Customer. Here's...
Contact Centres critical to customer experience over the next decade

Why Contact Centres are critical to CX over the next decade

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From the Author: A nice change from the usual doom and gloom articles that all predict the end of contact centres as we know...

Why you should forget the customer experience trends in 2017

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As usual at this time of year, any number of articles and posts have been written identifying key trends in a range of service...
truth about employee engagement

The truth about employee engagement (that nobody tells you)

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From the editor: Whilst all the technology around us evolves a break-neck speed, my observations seem to point towards contact centres "getting back to...

The call centre industry’s dark secret

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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...
Contact centre managers are clueless

Contact centre managers are clueless

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Not the most flattering headline but according to a recent survey by Ovum, contact centre managers are clueless when it comes to understanding how...

Would you like fries with that? Are Agents forced into up-selling?

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In the 'olden' days a contact centre agents role was a lot more clearly defined. Inbound call taker, outbound telemarketing, customer service agent etc...
How the ATO used a Virtual assistant to improve self service

How the Australian tax office is using a virtual assistant to improve self service

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It seems like every second day we hear about the increasing prevalence of Virtual Agents, Chatbots and self-service technology and how its changing the...
Why Messaging Apps are continuing to rise

The rise and rise of messaging apps – Part 1

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Hello and welcome to an upcoming four-part editorial on messaging and the chatbot revolution at our doorstep. In this four part series I will,...
why aussie call centre jobs go overseas

Why Australian call centres are going offshore

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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

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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...
Australian's 2016 Christmas Shopping preferences

Australia’s 2016 Christmas shopping preferences

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Australian 2016 Christmas shopping preferences In the lead up to Christmas, we surveyed Australians to discover their shopping intentions for this Christmas season. To better understand...
Its all about the resolution

Contact Centre CX – Its all about the resolution

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Customer Operations executives are continually refining their service delivery models to accommodate for new digital strategies, new business growth, ever increasing performance expectations of...
managing seasonal variations

6 tips for managing seasonal variations

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For some it is getting closer to the “jolly season” but for businesses it is coming into the “how are we going to service...
Customer Journey Mapping

Customer Journey Mapping – hints and tips

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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?...

Why millennials are a big deal

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Great article from Ben Noble sharing some recent and relevant stats on the needs and wants of millennials who in case you didn't know,...
offshore call centres data security

Offshore call centres data security again called into question

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Yet again offshore call centre data security is in the spotlight with claims an Indian based company AI Solutions is selling private information on Australian...
kiwi.com selects mindpearl

Kiwi.com selects Mindpearl Fiji for outsourced contact centre

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Suva, Fiji, November 2016 Kiwi.com, formerly known as Skypicker, is an online travel agency with ground-breaking Virtual Interlining technology and a focus on exceptional customer...
AHT Metric should be extinct

Why the AHT metric should be extinct

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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 –...
The most common mistake effecting poor sales and service

The most common mistake effecting poor sales and service

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The quickest way for any organisation to radically improve their customer experience is not to invest in some convoluted change initiative but rather to...
Contact Centres Failing in Social Media Delivery

Contact Centres Failing in Social Media Delivery

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Sydney 3 November 2016: Australian brands are failing to provide quality experiences for customers making enquiries via the Facebook Messenger app, research from the country’s...
TSA Group opens new Philippines call centre

Australian BPO TSA Group opens new Philippines call centre

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With 1,000 employees already working in the Philippines in their Makati site, Australian BPO TSA Group have now opened a second site providing accommodation...
Acquire BPO CEO makes BRW Young Rich List

Acquire BPO CEO makes BRW Young Rich List

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The CEO and co-owner of Acquire BPO, a majority Philippines based outsourcer servicing mostly Australian businesses is expected to be named on the 2016...
avoid working weekends

How much would you pay to avoid working weekends?

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Despite a noticeable shift in flexible working arrangements, including working from home options, recent research suggests that our best social interactions with friends and...
Halloween your call centre

Time to get your freak on! 3 great Halloween workplace ideas

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With Halloween fast approaching (October 31) its a great time to get your call centre involved in a bit of team building fun! Here's...
new call centre Outsourcer in Victoria

Official opening for new call centre Outsourcer in Victoria

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As we reported earlier this year, one of the worlds largest outsourcers has opened up operations in Australia. It may have taken a little...
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