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Hints & Tips

We've collated all our Hints & Tips for contact centre leaders in one location so you can fast-track learning about best practice in the call centre industry.

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?...
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....
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
proactive customer support

Proactive customer support explained

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From the author: Its easy to get swamped with a lot of buzzwords, phrases and terminology in the call centre environment (although we do...
work from home

6 Things to Consider when implementing a work from home model

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According to new research by the Australian Bureau of Statistics, the highest-ever proportion of Australians – one in three – now work from home...
best KPIs to measure call centre success

What are the best KPIs to measure call centre success

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Finding new ways to measure success and productivity levels is always top of mind for call centre executives. It goes without saying that customers...
Using NPS

Recommendations for using NPS

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From the editor: These days there is no avoiding the term NPS (or Net Promoter Scores) as companies look for a silver bullet to...
most important element for a great CX

The single most important element for a great CX

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Whether they’re checking out the latest fashion trend, looking for their next car or the mundane task of shopping for groceries, to have any...
11 simple things the best call centres do

11 Simple things the best call centres do

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With so many call centres competing for a limited pool of quality staff, there is some fierce competition to secure the top employees. So...
Good contact centre

The top three attributes of a good contact centre

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Ensuring customer loyalty is all about process. Create a seamless experience for your customers from first engagement, through the sales process and into after-care,...
Dress code policy

Dress code policy guide – whats acceptable in Australia?

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The dress code policy is typically one of the biggest frustrations for employees that at a top level, is as simple as deciding on...

How to improve First Call Resolution

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From the editor: One of the key elements to a great customer experience is achieving First Call Resolution so this article by Nuance delves...
live chat

How to increase Live Chat Productivity

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If you are already offering live chat, or are considering it, we've got 8 tips on how to increase your live chat productivity thanks to...
KPIs used to measure call centre agents performance

The top 12 KPIs used to measure call centre agents performance

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Results from a recent survey conducted by Deloittes for Ireland's customer contact sector has revealed the top 12 KPIs used to measure call centre...
how to improve complaints handling

How to improve complaints handling in your call centre

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We've pulled together the top tips on how to improve complaints handling in your contact centre grouped into Agents, Customer, Internally, Process and Targets. Agents 1....

Day 2 Call to Excellence 2016 Recap

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Following up from a great first day, the second and final day was again jammed packed of quality speakers. The day was chaired by...
Ulrike Ernst presenting at the 2016 Call to Excellence

Day One of Call to Excellence 2016 Recap

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Call to Excellence kicked off in Melbourne today with a bunch of great speakers and a very engaged and eager to learn audience. Fiona...
5 things all great contact centres should do

5 things all great contact centres should do

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As a call centre manager there are a range of competing priorities that consume your every day. From managing staff, customers, technology, budgets and even internal...
7 tips on how to avoid and manage poor performers

7 Tips on how to avoid and manage poor performers in your call centre

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Managing poor performers can be a time consuming and emotionally draining experience for all parties. Below are 7 tips on how to avoid and...
10 tips to reduce sick leave

Top ten tips for reducing absenteeism in your call centre

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The traditional 'sickie' costs Australian businesses over $33 billion each year and call centres certainly have more than their fair share. In fact call...
Customer Emotional Experience

Customer Emotional Experience – explained!

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How many times have you looked at your First Call Resolution stats and given yourself a collective pat on the back for being awesome?...
something every contact centre should have

Something every contact centre should have

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Sure there is some amazing technology available in the call centre but there is there is something every contact centre should have that won't cost...
https://contactcentrecentral.com/business-directory/call-centre-technology/

Purchasing Contact Centre Technology guide

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A Guide to purchasing contact centre technology Going to market for new or to update your contact centre technology can be confusing, time consuming and...
5 contact centre targets not to use

5 contact centre targets NOT to use in 2016

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Measuring performance and setting targets are critical in the contact centre world - but it’s just as important to set the right targets and...
Ideas for a staff rewards calendar

Ideas for a staff rewards calendar

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For a lot of contact centres its common practice to have a rewards calendar featuring different events and activities to keep staff engaged. Dana Goodson...
causes of increased customer demand

Six key causes of increased customer demand and how to fix it

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David Jaffe and the team at Limebridge Consulting have written a short White Paper on the six key causes of increased customer demand and...
Common call centre metrics

Common call centre metrics and how to improve them

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In this article we examine the top three common call centre metrics used predominately in inbound contact centres and some tips on how to...
Fake social media responses

Fake social media responses

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If you are an avid Social Media follower you may have noticed some funny fake social media responses doing the rounds, in particular a...
Fake reviews image

Fake Reviews – Your time is up!

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For a lot of businesses, the damage of fake reviews (that are nasty) can be a significant body blow. If it was deserved then...
How to effectively manage outsourced projects

How to effectively manage outsourced projects

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Its not uncommon for projects to now span the globe so how can you effectively manage outsourced projects? Always create a playbook that contains step-by-step...
Renegotiating a new outsourcing agreement

Tips on renegotiating a new outsourcing agreement

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What to ask when renegotiating a new outsourcing agreement? Renegotiating a new outsourcing agreement is certainly not on the priority list of an organisation but it...
Are your contact centre agents truly customer focussed

Are your contact centre agents truly customer focussed?

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With so many competing priorities, lots of systems, targets and processes for agents to contend with how do you know if your contact centre agents...

3 tips to refresh your business

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Its easy to get caught up in the day to day pressures of running a business. There's clients, staff, marketing, accounts and more all...
4 ways innovative companies celebrate their employees

4 Ways innovative companies celebrate their employees

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While a simple “thank you” or pat on the back is always appreciated, we reveal 4 ways innovative companies celebrate their employees.  A creative...
five steps to a successful call centre customer experience

Five steps to a successful call centre customer experience

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Call centres are a part of the way we live today and in many ways they represent a significant improvement over the ‘old’ way...
benefits of call monitoring

The Benefits of Call Monitoring in Improving Customer Experience

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There is no better way to get in the mind of your audience than to listen to customer calls every day according to Ian...
7 tips to help your call centre up their game in sales and service

7 tips to improve your call centre in sales and service

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7 tips to improve your call centre in sales and service With everyone looking for an edge we've got 7 tips to improve your call centre...

Customer Service Recruitment – Easy Right?!

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I know this might sound like a no brainer, even a little silly, but when recruiting for customer service people you need to attract...
call centre team with headsets

7 Ways to fix Customer Service

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In this article we reveal 7 ways to fix customer service with a strong emphasis on getting your culture right.  Call in to a customer service centre for...
2015 London Customer Experience Summit

Reflections from the 2015 London Customer Experience Summit

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Over 40 different organisations gathered for the 2015 London Customer Experience Summit, driving customer service strategy and discussing new trends. Nuance provide an interesting...
5 Key elements to a successful weekly staff meeting

5 Key elements to a successful weekly staff meeting

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Meeting regularly with your staff can be very hit and miss so what are the 5 Key elements to a successful weekly meeting? Do all...
Customer service recovery

Customer service recovery: Apologising to customers without alienating employees

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Note from editor: This is a situation that many of us face when dealing with customers on the phone when for whatever reason, the...
customer loyalty

3 Simple ways to build customer loyalty

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No business can be successful without them so we reveal 3 simple ways to build customer loyalty. Sam Walton once said, “There is only...
15 tips for improving customer service

15 tips for improving customer service

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We reveal 15 tips for improving customer service in your call centre: Are you easy to use? You won’t know until you try Try your own...
There are 10 key Facebook insights that you should be monitoring

10 key Facebook insights that you should be monitoring

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If you are using Facebook in your business there are 10 key Facebook insights that you should be monitoring according to Samantha Amjadali if you...
5 Tips for staff and customer engagement

5 Tips for building staff and customer engagement

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There is a strong relationship between staff engagement and customer experience to improve the quality of your call centre so we reveal 5 Tips for staff and...
21 Ways to tune up your contact centre

21 Ways to tune up your contact centre

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21 ways to tune up your contact centre Have at least one FAQ issue published right next to your phone number Make sure that at least...
6 Step guide to handling customer complaints

6 Step guide to handling customer complaints

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Every business has to deal with dissatisfied customers and we've got a 6 Step guide to handling customer complaints that will boost customer satisfaction...
7 keys to great customer service

7 keys to great customer service

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Great customer service is a key driver of increased revenues and profits for any business. It’s more efficient to drive sales out of existing...
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