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!

With changes to the way contact centres operate and a higher focus on quality, its about time the AHT metric should be extinct. We mount the case why Average Handling Time should be removed as a way of measuring a call centre agents performance.

If you manage or have responsibility for a call centre, what Call Centre Metrics and KPIs should be using? This guide provides a call centre managers insight into the 10 most popular metrics you should be using.