CX Central Articles - Page 16 of 71 - Expert tips, insight, ideas and data!

How can you extend your call centre career?

July 29, 2019 Last Updated: March 16, 2020
Justin

In this Podcast we speak to Daniel Ord about how to move your call centre career towards the much broader opportunities in Customer Experience (CX) Management.

Voice of the Customer Quiz

July 25, 2019 Last Updated: September 10, 2019
Justin

Test your CX knowledge on our Voice of the Customer quiz and discover how much you know about the VOC, Customer Insight and understanding.

General Customer Experience Quiz 1

July 25, 2019 Last Updated: September 10, 2019
Justin

Test your knowledge on Customer Experience with these 10 sample questions based on the CCXP competencies.

Adoreboard announced as a Gartner Cool Vendor

Adoreboard announced as Gartner Cool Vendor

July 24, 2019 Justin

Adoreboard has been announced as a 2019 Gartner ‘Cool Vendor’ for their Artificial Intelligence solutions for Customer Analytics used by customers like Telstra.

Why technology in customer service makes it hard for agents to succeed

Why call centre agents are only as good as their technology

May 15, 2019 Last Updated: August 7, 2021
Niamh Reed

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?

The cost of poor ergonomics in call centres

Why Gaps In Ergonomics Training Are Increasing Absenteeism

May 3, 2019 Liz Kirk (PhD)

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.

Melbourne call centre outsourcer Teleperformance to close

Melbourne Teleperformance to close

April 30, 2019 Last Updated: March 13, 2020
Justin

155 Jobs are set to go with Melbourne-based Teleperformance announcing the closure of their Burwood call centre and an exit from Australia.

The rise of the call centre chatbot

April 6, 2019 Last Updated: July 9, 2020
Niamh Reed

With the continued improvements in AI technology, the call centre chatbot is starting to change the way call centres handle customer interactions.

Knosys launches cloud knowledge management solution

Knosys brings new cloud solution to call centres

April 4, 2019 Last Updated: January 6, 2020
Justin

Customer services teams are the front line of your business and need to be armed with the tools they need to represent your brand in the best possible way.

Call Centre Outsourcing in Australia

March 18, 2019 Last Updated: July 1, 2021
Justin Tippett

Everything you need to know about call centre outsourcing in Australia including prices, functions, cost models and more to help you choose the right BPO.

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