CX Central Articles - Page 47 of 71 - Expert tips, insight, ideas and data!

Civilian Call Takers

August 18, 2016 Last Updated: March 20, 2020
Justin

There is a looming dispute over ACT Emergency Services call centre with the ACT union claiming civilian call takers are risking lives with plans to replace firefighters with trained call centre professionals to handle emergency calls.

How to improve contact centre satisfaction surveys

How to improve your Contact Centre Satisfaction surveys

August 17, 2016 Last Updated: January 20, 2020
Justin

There are 5 things customers hate about contact centre satisfaction surveys and by avoiding them, you’ll get a much better survey completion rate.

The myth of call centre industry standards

August 16, 2016 Last Updated: April 20, 2021
Bill Durr

Are you looking for call centre industry standards? Our article explores whether they truly exist and challenges the thinking behind some common practices providing some practical examples to common call centre metrics like grade of service.

Working at the 000 call centre

August 16, 2016 Last Updated: February 1, 2021
Justin

Ever wondered what its like working inside a 000 call centre? We get a sneak preview as part of a recent recruitment drive by QLD Ambulance Services.

Government incentives for local call centres fail to deliver new jobs

Are Government incentives for local call centres a waste of money?

August 11, 2016 Last Updated: August 30, 2020
Justin Tippett

Government incentives for local call centres have continually failed to deliver any new jobs so is it time to ditch it or try something different?

A unique insight into the Philippines call centre industry

August 10, 2016 Last Updated: January 14, 2019
Justin

Over the past few years we’ve sadly reported multiple instances of Australian call centre jobs heading offshore, typically to the Philippines. Whilst its been a frustrating experience for most of us, a new video by SBS has revealed the other