CX Central Articles - Page 41 of 71 - Expert tips, insight, ideas and data!

The rise and rise of messaging apps

December 8, 2016 Last Updated: August 29, 2021
Kwame Aforo-Addo

How the rise of messaging apps popularity is forcing businesses to rethink their entire CX strategy with traditional channel volumes on the decline.

Why are Australian call centres moving offshore

December 7, 2016 Last Updated: June 21, 2021
Justin Tippett

Being greeted by someone in an offshore call centre is becoming increasingly common so we explore why Australian call centres are going offshore. And with nine out of ten customers preferring a local call centre is it a risky move for any business?

The importance of Frontline Managers in contact centres

The importance of frontline managers in delivering CX

December 2, 2016 Last Updated: January 4, 2020
Simon Blair

There is one role in the contact centre that has the single most influence on the customer experience. Find out who it is and why they are worth their weight in gold.

Australia’s 2016 Christmas shopping preferences

December 1, 2016 Last Updated: October 13, 2020
Justin

A new survey has revealed what Santa will be bringing you for Christmas 2016 along with results on where and when the shopping will be done and the influence online shopping is having on the retail sector.

Changing role of the contact centre

November 30, 2016 Last Updated: November 10, 2019
Brian Harkin

There is no question the role of the contact centre is changing as customer preferences change – which is why we recommend this one key process.

Australian BPO Contact Centres Australia in the spotlight

BPO Contact Centres Australia caught in crossfire

November 30, 2016 Last Updated: November 20, 2019
Justin

BPO Contact Centres Australia received 58c in every fundraiser dollar raised by NSW Rural Fire Service Fundraising efforts by the NSW Rural Fire Service Association, a registered charity set up to support volunteer Firey’s in the NSW Rural Fire Service,