Big news in the Australian BPO and call centre outsourcing industry with Probe Group to acquire Salmat Ltd’s contact business that will collectively manage over 3,500 across Australia, New Zealand and the Philippines.
Call centre upselling can be an addiction for some businesses. After all, they’ve got a customer on the phone so why not try an extract as much revenue as possible from them? But is it coming at a cost to both staff members and customer retention?
With humans processing images 60,000 faster than text, contact centres are looking to different types of visual engagement tools to improve the CX. This article reveals the common visual engagement technology that is surprisingly accessible and affordable.
Using an artificial intelligence engine to transcribe and analyse all calls, Australian owned and operated global provider of call analytics, Delacon, has developed the specialist module to provide a deeper understanding of customer behaviour and sentiment once they move from the online to offline world.
livepro has announced their Customer Experience Knowledge Management tool is now available on the Genesys® AppFoundry enabling easy integration with Genesys PureCloud enabling businesses to increase customer delight, staff engagement, compliance, insights and sales — all while reducing costs.
Twilio launches Flex contact centre platform enabling customers to instantly deploy an omnichannel contact centre platform where you can customise every element of the experience including the interface, communication channels, agent routing, and reporting.
There is no doubt that quality leadership is the key to a successful call centre and the Team Leader role plays a critical role in delvering leadership to your frontline staff. Ensuring your frontline managers deliver quality leadership however sometimes requires some outside thinking.