There is a rapid uptake in chatbots for customer service but as many businesses are finding out, it's not an automatic solution to all your CX problems.

It's no secret that profit margins are eroding in many industries but these proven techniques might just be able to arrest the decline.

Customer Retention is a tactic widely used by companies across the global but is it just a false economy that creates disloyalty with customers? We explore one example and leave you with some suggestions on how customer retention should be managed.

Being greeted by someone in an offshore call centre is becoming increasingly common so we explore why Australian call centres are going offshore. And with nine out of ten customers preferring a local call centre is it a risky move for any business?

With call centre staff retention always a big issue, we share 11 things the best call centres do that will help keep your staff engaged and result in higher retention, less turnover and less sick leave.