CX Central Articles - Page 58 of 71 - Expert tips, insight, ideas and data!

CallActive Liquidation – Update

December 3, 2015 Last Updated: January 11, 2020
Justin

A further update on the CallActive Liquidation that left hundreds of staff and customers in shock when they closed suddenly in November 2015 leaving hundreds of staff without their pay and entitlements.

CallActive gone - 40 year old call centre outsourcing closes suddenly

CallActive in Liquidation

November 30, 2015 Last Updated: January 11, 2020
Justin

Sad news with call centre outsourcer CallActive, a 40-year-old Australian company, suddenly closing the doors on Friday leaving hundreds of staff and customers in shock

Banning emails at work

November 25, 2015 Last Updated: January 4, 2020
Justin

One Australian workplace has finally had enough and is banning emails at work. Is it just a crazy concept or could it actually work?

Telstra cut another 200 call centre jobs

November 24, 2015 Last Updated: January 2, 2020
Justin

Telstra have continued to move call centre jobs overseas with another 200 jobs being made redundant although Telstra claim it’s not at the expense of local jobs.

Vodafone complaints plummet

November 23, 2015 Last Updated: November 10, 2019
Justin

Vodafone complaints plummet In a recent report by the Telecommunications Industry Ombudsman, the key highlight was the plummet in Vodafone complaints that continued their downward spiral. And across all providers, the Telco industry received the lowest level of new complaints since

Benefits of Cloud Technology for call centres

October 9, 2015 Last Updated: December 29, 2019
Justin

There are a range of benefits of Cloud Technology for call centres in Australia no matter what size your business is – we list some of the key benefits.

Testing frontline agent customer centricity

How to test for frontline agent customer centricity

October 7, 2015 Last Updated: January 20, 2020
Justin

With so many competing priorities for call centre agents to contend with, use these 8 questions to test your frontline agent customer-centricity.

What’s the difference between customer satisfaction and customer experience?

October 1, 2015 Last Updated: July 5, 2019
Justin

We examine the difference between customer satisfaction and customer experience and why the difference matters to your customers and business.

Tips for developing an omnichannel strategy to improve CX

Three tips for developing an omnichannel strategy to improve your CX

September 30, 2015 Last Updated: December 29, 2019
Justin

With customer experience (CX) becoming the most important component to business success, developing your omnichannel strategy should be a high priority.