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!

When you work in a call centre or customer service the chances are you will have to manage angry customers on occasions. Thankfully we've got some proven methods that work over the phone or in person that you can follow along with some expert tips that will put you back in control and improve customer satisfaction.

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.

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?