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!

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.

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.

Every day, over 7,000 Victorians have to make a phone call to the Triple Zero contact centre and in this article, we get to meet some of the people who answer the calls - real-life Triple Zero Heroes!