CX Central Articles - Page 46 of 71 - Expert tips, insight, ideas and data!

Genesys Acquire Interactive Intelligence

September 1, 2016 Last Updated: November 20, 2019
Justin

The competition for the dominant contact centre technology provider is heating up with Genesys to purchase Interactive Intelligence for $2b USD

Why onshore call centres are back in vogue

September 1, 2016 Last Updated: August 30, 2020
Justin

The dynamics are slowly shifting with the trend returning to onshore call centres as companies strive to deliver a better customer experience.

How effective leaders think and act differently

August 31, 2016 Last Updated: January 4, 2020
Justin O'Hehir

Great leadership is no accident. We reveal how effective leaders think to get the best out of their teams with one key skill.

CX Executive Tips

Customer Experience is THE brand differentiator

August 30, 2016 Last Updated: November 14, 2018
Annette Franz

We’ve all heard it. What gives? We’ve all seen the reports and the studies and the statistics that “customer experience is the next… battlefield, competitive battleground, competitive advantage, competitive frontier, marketing, ___ [fill in the blank].” I recently saw a

Why Australian businesses should use an overseas call centre

Why Australian companies should use an overseas call centre

August 29, 2016 Last Updated: November 24, 2019
Justin

There are lots of reasons why Australian companies are using an overseas call centre and its not all to do with saving a lot of money.

Power of contact centre operations managers

Why Contact Centre Operations Managers need to step it up

August 26, 2016 Last Updated: January 4, 2020
Mark West

The contact centre Operations Managers play a critical role in the customer experience but to really influence CX it’s time they changed their approach.

10 faces you make working in a call centre

August 25, 2016 Last Updated: November 30, 2019
Justin

If you’ve ever worked on the phones for any period of time then you’ll identify with the 10 faces you make working in a call centre.

How to improve First Call Resolution

August 22, 2016 Last Updated: July 12, 2020
Justin

Its one of the key drivers of customer satisfaction so we share some tips on how to improve first call resolution along with some help on how to measure FCR.

Medibank customer service overhaul

August 22, 2016 Last Updated: April 6, 2021
Justin

In welcome news for their long-suffering customers, the CEO has announced a Medibank customer service overhaul after years of poor service takes its toll.