CX Central Articles - Page 42 of 71 - Expert tips, insight, ideas and data!

Customer service tips for millennials

November 24, 2016 Last Updated: October 13, 2020
Ben Noble

These customer service tips for millennials will help you improve the Customer Experience for what is now the most dominant spenders on the planet.

13SICK open 140 seat call centre on the Gold Coast

November 23, 2016 Last Updated: January 14, 2020
Justin

It may have come at the expense of call centre jobs in South Australia, but the Gold Coast officially unveiled a new 140 seat call centre on the Gold Coast for the 13SICK service.

More Australian call centre jobs heading offshore

November 22, 2016 Last Updated: November 30, 2019
Justin Tippett

More Australian call centre jobs heading offshore with IAG brands such as NRMA, RACV, SGIO and CGU announcing their intent to move call centres overseas to deliver more profit for their shareholders at the expense of local jobs and a lower quality customer experience.

Offshore call centres data security again called into question

November 21, 2016 Last Updated: November 23, 2019
Justin

Offshore call centre data security is in the spotlight again with an Indian company allegedly selling personal data on Australian telco consumers.

Kiwi.com selects Mindpearl Fiji as new call centre outsourcer

Kiwi.com selects Mindpearl Fiji for outsourced call centre

November 10, 2016 Last Updated: November 30, 2019
Justin

Online travel agency Kiwi.com selects Mindpearl Fiji to handle several of their call centre services as part of a new call centre outsourcing agreement.

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023
Daniel Ord

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

Why making assumptions is killing your customer service and sales results

Why assumptions are killing your sales and customer service

November 8, 2016 Last Updated: January 4, 2020
Simon Blair

One of the common problems we see in call centres is agents making assumptions about the customer’s needs and wants. Learn how to not fall into the trap with some tips to improve your game.

Contact centres failing in social media delivery

November 6, 2016 Last Updated: November 20, 2019
Justin

A new study by Sydney based On Message has revealed that contact centres are failing in Social Media Delivery in a new study using Microsoft Messenger.

Big changes to 2017 Auscontact Awards program

November 3, 2016 Last Updated: November 17, 2019
Justin

In somewhat of a shock move, the Auscontact Association has announced big changes to 2017 Auscontact Awards program that spells bad news for call centres looking for some centre-wide recognition.