Recently Updated Articles

Learn more about the Customer Experience Measurement Framework (CXM) used to measure customer feedback in businesses.

A great tip on how to coach call centre agents on the power of using emotion and logic to increase sales performance and results.

Global experts Justin Tippett and Daniel Ord join forces to bust some contact centre management myths focussing on Customer Wait Times in part 1 of their podcast series.

Leading British and South African outsourcing firm Sigma has announced its expansion into Australia in a move that promises hundreds of new jobs.

Often described as the most critical role in the contact centre, experts Marc Carriere and Justin Tippett debunk 5 Contact Centre Team Leader Myths.

We explore how Artificial Intelligence can transform the Insurance Industry with new products and risk mitigation.

5 expert tips on how brands can empower customers, protect contact centres and pass the pandemic stress test.

It’s one of the toughest jobs in the call centre so learn more about how to set the right KPIs for Call Centre Team Leaders to drive success.

Recruiting for soft skills in call centres is critical for success so we’ve got some tips and sample interview questions you can use.

Uniphore’s Ravi Saraogi reveals what trends to expect for CX in 2022 including AI, low-code and promise management.

The Amazon Connect call centre solution is now available in Australia – here is everything you need to know about the latest contact centre technology.

There is a new call centre outsourcer entering the Australian call centre industry with one of the global power houses deciding to open up a 300 seat contact centre in Melbourne Australia. 

Have you been wondering how to measure a call centre agents performance? We reveal the top 12 KPIs and why quality should be your main priority.

Discover how you can avoid the one common problem with CX Mystery Shopping programs that can compromise the whole Voice of the Customer process.

Businesses need to empower, develop and protect contact centre agents. With hybrid workplaces here to stay, onboarding must include tech training!

Give your business the critical edge with these 8 ways to Provide Exceptional Customer Service through the contact centre.

Learn how to improve your CX with Customer Journey Mapping with these 8 expert tips to supercharge your customer experience.

Learn how to build a Customer Experience (CXM) Measurement Program in your business using these 7 key steps that can apply to any business.

Learn why capturing the Omnichannel Customer Experience is now becoming a critical strategy for businesses looking for a competitive edge.

Outbound telemarketing looks like its still here to stay but we also look at other B2B Lead Generation Tips in 2021 and beyond.