Making it easy to do business is a sure-fire way of improving your CX and your bottom line so avoid these common mistakes.

If you need to get an angry or upset customer back on track these Empathy Statements are great to use in a call centre or customer service environment.

Sad news with Sydney based call centre outsourcer Peakbound closing its doors suffering collateral damage as part of the Royal Commission into the Financial Services industry.

The winners of the 2018 Auscontact award winners in Western Australia have been announced by the Auscontact Association - congrats to all winners!

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

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.

After spending an evening with the world famous Don Peppers talking about the future of CX, here's 6 facts about the future of CX that you should know. Facts include the core components you need along with some great examples and references into how the customer expectations and CX delivery models are changing rapidly.