CX Central Articles - Page 55 of 71 - Expert tips, insight, ideas and data!

How Cultural Alignment is so critical to a good customer experience

The importance of cultural alignment for a great customer experience

March 11, 2016 Last Updated: March 10, 2020
Justin

A request by Lifeline for additional resources reenforces the importance of cultural alignment in a new indigenous call centre to reduce suicide rates.

Contact centre technology company Aspect files for bankruptcy

Aspect files for bankruptcy with creditor plan

March 10, 2016 Last Updated: March 11, 2020
Justin

A major supplier of call centre software in Australia, Aspect files for bankruptcy in the United States that will make some Australian call centres nervous.

How to recruit executives with Customer Experience Strategy

The challenge with customer experience strategy

March 7, 2016 Last Updated: April 20, 2021
Greg Tanna

CX Strategy is easy. Operational Execution is the hard part… Speak with most executives who sit on top of large front-to-back office operational landscapes of say 800FTE + and they will probably be quick to point out that they’re currently

Six key causes of increased customer demand (and how to fix it)

March 4, 2016 Last Updated: March 12, 2020
David Jaffe

Despite the introduction of self-service channels there appears to be more contact from customers than ever. We reveal the six caused of increased customer demands and some insight (including a great white paper) on how to fix it.

Cyara appoints new General Manager of Australia

Cyara appoints new General Manager of Aus/NZ

March 3, 2016 Last Updated: March 11, 2020
Justin

Global customer experience testing software provider Cyara has appointed a new General Manager of Australia to drive forward the ANZ business.

FMG expanding into the UK

March 2, 2016 Last Updated: November 10, 2019
Justin

UK and Australian expansion on the agenda for FMG Forrest Marketing Group (FMG) is bucking the trend of call centres closing down in Australia by not only expanding their business into Europe, but also making plans to grow their team

The end of call centres is close and threatening to wipe out millions of call centre jobs

The end of call centres is coming thanks to the latest technology

March 1, 2016 Last Updated: March 12, 2020
Justin

The call centre industry has transformed countries across the globe but increased sophistication with technology may soon put all those jobs at risk.

Research of using stand-up desks in call centres

Stand-up desks in call centres | Research Findings

February 25, 2016 Last Updated: November 20, 2019
Justin

With lots of call centres now using stand-up desks, there is new research that reveals whether it has any impact on worker health or productivity.

Is Aegis BPO no longer interested in Australia?

February 23, 2016 Last Updated: February 14, 2020
Justin

Despite a deal with the Victorian government in 2014 promising hundreds of call centre jobs, Aegis BPO no longer has plans to invest further in Australia.