CX Central Articles - Page 40 of 71 - Expert tips, insight, ideas and data!

2017 customer experience trends and why you should ignore them

Why you should forget the 2017 customer experience trends

January 17, 2017 Last Updated: December 29, 2019
Shane Goldberg

Forget the 2017 customer experience trends – focus on these 5 basics to drive real CX improvement in your business for sustainable success in ANY year.

child abuse hotline with 42 per cent abandoned calls

Child abuse report line call centre failure

January 14, 2017 Last Updated: November 25, 2019
Justin

One South Australian Government agency is experiencing a 42% abandonment rate resulting in over 14,000 missed calls on their child abuse report line.

the truth about employee engagement in call centres

The real truth about employee engagement

January 9, 2017 Last Updated: February 3, 2021
Daniel Ord

The truth about employee engagement in your workplace is that it takes more than just having a staff engagement policy for it to work. But what role is responsible? More often than not its the team leader but are they equipped to improve it?

The call centre industry’s dark secret

January 5, 2017 Last Updated: January 4, 2020
Daniel Ord

We spill the beans on the call centre industry’s dark secret – and it’s an area we can all improve on if we are truly going to progress as an industry.

How to handle cold call objections

January 4, 2017 Last Updated: August 6, 2020
Josh Mastel

Here are 5 tips on how to handle cold call objections that will help you boost your sales conversions and ensure you are a lot less frustrated!

Searching the internet impacting call centre volumes

Contact Centre volumes declining

January 2, 2017 Last Updated: December 16, 2023
Justin

A new survey confirms that contact centre volumes are declining as customers search the internet for answers ahead of a calling a call centre.

All the 2016 Australian Customer Service Award Winners

2016 Customer Service Award Winners

January 1, 2017 Last Updated: July 12, 2020
Justin

A list of all the Australian 2016 customer service award winners in 2016 with a focus on call & contact centre related awards. Discover the top companies and individuals in Australia being recognised for providing outstanding customer service.

Careers Australia Call Centre announces immediate closure

Careers Australia call centre closes suddenly

December 15, 2016 Last Updated: November 30, 2019
Justin

On the back of a horror month for the Australian call centre industry another company has announced the immediate closure of its Aussie contact centres. Careers Australia announced the immediate closure of their 200 seat call centres impacting NSW and QLD workers.

Messaging Apps Users are on the rise in Australia

Messaging apps users in Australia is on the rise – new research

December 13, 2016 Last Updated: November 15, 2019
Kwame Aforo-Addo

The number of messaging app users in Australia is continuing to climb posing new challenges for customer service and call centre teams.

How the Australian Tax Office is using a virtual assistant to improve self-service

December 9, 2016 Last Updated: November 18, 2019
Justin

The ATO has released some data revealing how their use of a virtual assistant to improve self-service has reduced the load on the call centre channel.

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