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Editors Pick

  • 11 Simple things the BEST CALL CENTRES DO11 Simple things the best call centres do to engage their staff
    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.
  • how to improve complaints handlingHow to improve complaints handling in your call centre
    We've got 19 tips on how to improve complaints handling in your contact centre/call centre through different organisational lenses that will transform your complaints handling processes and improve the customer experience.
  • Does a call centre location really matter?Does a call centre location really matter?
    Does a call centre location really matter for customers or for businesses? There are a range of factors that need to be considered and as we are starting to see in Australia, some companies are using the call centre location as a point of difference.