Executives

Customer Experience is THE brand differentiator

We’ve all heard it. What gives? We’ve all seen the reports and the studies and the statistics that “customer experience is the next… battlefield, competitive battleground, competitive advantage, competitive frontier, marketing, ___ [fill in the blank].” I recently saw a

Civilian Call Takers
News & Press Releases

Civilian Call Takers

There is a looming dispute over ACT Emergency Services call centre with the ACT union claiming civilian call takers are risking lives with plans to replace firefighters with trained call centre professionals to handle emergency calls.

Executives

The myth of call centre industry standards

Are you looking for call centre industry standards? Our article explores whether they truly exist and challenges the thinking behind some common practices providing some practical examples to common call centre metrics like grade of service.