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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...
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...
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...
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...
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...
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)...

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...
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...
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...
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...

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...

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...
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...
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 –...
stop channel blending

Stop channel blending to improve productivity

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In a rush to achieve an Olympian-level of productivity, Contact Centre professionals make some all too common mistakes. In our work with Clients we see...
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

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Its easy to have a negative perception of what it must be like working in an Australian call centre. The media constantly portrays the...
call centres are getting wrong

3 Things most call centres are getting wrong

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Contact centres are still an essential part of any business dealing with high volume B2C sales or service. No matter how sophisticated your systems...
Australia's top CX leaders

We share thoughts from Australia’s top CX leaders

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From the editor: Have you been wondering what the top Australian CX Thought Leaders think about a range of topics? It probably wasn't the...
onshore call centres

Why onshore call centres are back in vogue

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Editors notes: An article in CMO last week highlighted a shift in contact centres providing services on-shore (in their own country) from the recent...
Customer Experience is THE brand differentiator

Customer Experience is THE brand differentiator

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We've all heard it. What gives? We've all seen the reports and the studies and the statistics that "customer experience is the next... battlefield, competitive...
Looming dispute over ACT Emergency Services call centre

Looming dispute over ACT Emergency Services call centre

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Canberra plans to overhaul the 000 call centre next year and replace the current firefighters who handle the calls with god forbid, civilian trained...
myth of call centre industry standards

The myth of call centre industry standards

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I visit a handful of industry-oriented text chat web sites on a monthly basis.  I am always a bit surprised at the number of...
why Customer Experience matters

The real reason why customer experience matters

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From the editor: I've been saying it for quite a while - if not now, but in the very near future the only thing...
kill the Average Handle Time Metric

Is it time to kill the Average Handle Time Metric?

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We have all heard the business mantra “you can’t manage what you don’t measure,” and while this is true, an incorrect focus on specific...
9 predictions of the customer service future

9 Predictions of the customer service future

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From the editor: A terrific insight by Blake Morgan into how technology and strategy is already changing the customer experience now and into the future....

New law aimed to penalise companies offshoring call centres

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After losing hundreds of thousands of call centre jobs to offshoring in the past decade, US congressman Gene Green has introduced the United States Call Center...
top 4 challenges for contact centres in the digital age

The top 4 challenges for contact centres in the digital age

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Living in the digital age: the top 4 challenges for contact centres As with every area of modern life, technology is having an enormous impact...
importance of cultural alignment

The importance of cultural alignment

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The importance of cultural alignment has been highlighted but not in the usual way. This recent article appeared on the ABC - what I...
strategy

The challenge with customer experience strategy

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Customer Experience Strategy is easy. Its Operational Execution is the hard part….. Speak with most executives who sit on top of large front-to-back office operational...
Technology to wipe out call centres with robot typing on keyboard

Technology to wipe out call centres

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Call centres have created millions of good jobs in the emerging world. Technology threatens to take those jobs away again WHETHER in Nairobi or Albuquerque,...

Customer Experience – a new world or a new word?

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It seems every other organisation is now appointing a Customer Experience Manager or changing the name of the Customer Service Manager. Customer Experience is...
banning emails stop sign

Banning emails – could it really work?

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From the editor: "You are banning emails????? Are you nuts????". Thats the thought going through my head as I type out the words Atomic...
social media customer care

Who handles your social media customer care?

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Most businesses these days are looking at new ways to grow their business and there is no doubt that social media customer care is...
understanding personality types

Understanding personality types to enhance the customer experience

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We all have a general understanding personality types differ from person to person whether they be a customer, your colleague, a friend or even...
boomerang employee

Dismissing the stigma surrounding boomerang employees

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Firstly lets just clarify just what a boomerang employee is. The simplest explanation is someone who voluntarily left your employment, but was subsequently ask to...
Is technology turning humans into machines?

Is Technology Turning Humans Into Machines?

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When considering if technology is turning humans into machines  consider this: If a person does work in which their every move is dictated by...
who owns Social Media Customer Care

Who manages social media customer care? Marketing or the call centre?

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As social media becomes the first port of call for an increasing number of consumers, it’s important that businesses are able to respond effectively...
the customer isn't always right

When the customer isn’t always right

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Customer service in healthcare and education is inherently different from commercial customer service situations for one reason in particular. The customer isn’t always right. Micah...
cultural fit in outsourcing

Organisational Culture: Implications for Talent Acquisition Onshore & Offshore

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Defining Culture The word ‘culture’ has been thrown around a lot. It has led the rebrand of the HR Business Partner as “People and Culture...
why businesses do better with telemarketing

Why businesses do better with telemarketing

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If you asked your friends and family how they feel about telemarketing, what response do you get? Annoying and intrusive are the likely answers....
How Call Centre CRM solutions empower the sector

How Call Centre CRM solutions empower the sector

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The traditional concept of a call centre is to provide customers with an avenue to extend their queries, problems and suggestions. Telephony was once...
How HR can help shape Outsourcing and Offshoring success

How HR can help shape Outsourcing and Offshoring success

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Over the last decade in particular, HR has been pushed by the business to prove its worth and value in real business terms. The...
Customer Experience

Customer Experience versus the Customer’s Experience

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Customer Experience versus The Customer's Experience - is there really a difference? Over the last few days I’ve been to a few customer experience...
technology prevents customer engagement

How technology prevents customer engagement and management

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Editor: We often think of technology as an enabler but current practice suggest that technology prevents customer engagement and management. As we implement the latest technology in...

Call centre industry facing “dramatic” changes

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The call centre industry has entered a period of dramatic change, with digital interactions set to replace voice calls as the preferred method of...
Can machines build customer loyalty?

Can machines build customer loyalty?

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With the rise and rise of automated technology the question needs to be asked; can machines build customer loyalty? When discussing customer experience, you may...
the challenge of competence and customer experience has never been greater

The challenge of competence and customer experience

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The challenge of competence and customer experience is becoming a critical component in the modern day call centre. Knowledgeable and discerning customer service is more important...
The problems with the traditional KPI model

The problems with the traditional KPI model

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The problems with the traditional KPI model are explored in this article below by Lucas Yla - and it raises a few interesting questions about...
the demise of the corporate call centre is not far away

The demise of the corporate call centre

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The demise of the corporate call centre may arrive soon than you think. As technology advances and speed and ease of access become increasingly...
Customer Service Silos with marketing channels

Will Social Customer Service Silos survive 2015?

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As we kick off 2015, companies are having more conversations with their customers on social networks than ever before – lots of conversations. A recent...
Are inbound calls going out of fashion

Are inbound calls going out of fashion?

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Are inbound calls going out of fashion? Thats the question I asked after the new cloud based accounting software company Xero consciously decided not to offer...
why benchmarking can be dangerous

Why benchmarking can be dangerous

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You often hear about the benefits of benchmarking but a word of caution as we explore why benchmarking can be dangerous. "At least we're lucky...
top ten predictions for 2015 by Forrester

Top ten predictions for 2015 by Forrester

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The top ten predictions for 2015 by Forrester Research for Asia Pacific have been revealed with the expectations that mobile-powered customer experiences will fuel digital transformation...
call centre jobs won't exist in 5 years

Telstra Chief says call centre Jobs won’t exist in 5 years

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Call centre jobs won't exist in 5 years as well as a range of other jobs across different sectors thanks to the internet and...
Is centralising emergency service calls a good call

Is centralising emergency service calls a good idea?

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Is centralising emergency service calls a good idea? The Northern Territory town of Katherine says the NT Government is 'letting people down' as after hour...
Home-based contact centre agents

Home-based contact centre agents on the rise

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A new report published by analyst firm Ovum says that the home-based agents business model is expanding, with agents managing more complex enquiries across more...
Benefits of a staff exchange program

Benefits of a staff exchange program

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Global vacation exchange company DAE is introducing a new kind of exchange – a staff exchange between its Australian and New Zealand offices throughout February and...
convict call centre

Is a convict call centre a new revenue stream for governments?

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A Call Centre operated by Corrective Service Industries employees 15 convicts at Dillwynia jail in Windsor to call schools, hospital and government agencies to collect...
removing managers in a Contact Centre

Is removing managers in a Contact Centre a good move?

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Removing managers in a Contact Centre is a surefire way to lead to utter chaos right? Traditionally, most contact centres run under a traditional corporate hierarchy from...
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