They say a poor workman blames his tools and when it comes to providing a great customer experience, are we making things difficult for our agents to succeed?
Gaps in Ergonomics training are costing Australian businesses billions of dollars with 11% of call centre agents experiencing chronic pain every day according to new research.
155 Jobs are set to go with Melbourne-based Teleperformance announcing the closure of their Burwood call centre and an exit from Australia.
by Justin Tippett in Call Centre KPIs & Metrics
If you manage a call centre or have responsibility for one, these are the top 10 Call Centre Metrics and KPIs you should you be using.
If you are already running live chat in your contact centre we’ve got 8 tips on how to increase Live Chat productivity and enhance the customer experience.
A 6 Step guide to handling customer complaints will have your customer service team turn dissatisfied customers into advocates for your business.