CX Central Articles - Page 61 of 71 - Expert tips, insight, ideas and data!

3 Tips on how to re-engage call centre employees

August 20, 2015 Last Updated: July 12, 2020
Justin

If you’ve got some disengaged employees these three expert tips will help you re-engage call centre employees and get things back on track.

How to improve performance with gamification in call centres

August 19, 2015 Last Updated: December 16, 2023
Justin

Gamification has become a popular tactic for modern companies using elements of games to unlock rewards through performance in the workplace. Gamification is well suited to call centres as our article explains and we’ve got three tips to get you started.

Introducing the customer centric strategy

August 18, 2015 Last Updated: November 10, 2019
Justin

Discover the three levels of a customer-centric strategy and why your entire business needs to move quickly to being customer-centric to survive.

Why outsourcing your call centre , contact centre or customer service is a great idea

Three reasons why outsourcing your call centre is a smart idea

August 14, 2015 Last Updated: February 21, 2021
Justin

Call centre services are an essential part of any business so find out why outsourcing your call centre is a smart idea with these three key reasons.

5 Key steps on how to change the call centre culture

How to change the call centre culture to deliver CX improvements

August 13, 2015 Last Updated: November 24, 2019
Justin

5 Expert tips on how to change the call centre culture to be more customer-centric that can be used and applied in any call centre.

Telstra announce Genesys contact centre solution in the cloud

Telstra announce Genesys cloud-based contact centre

August 12, 2015 Last Updated: November 23, 2019
Justin

Telstra announces the Genesys cloud Contact Centre solution will now be available as part of a strategic partnership with US contact centre vendor Genesys.

Error Tolerance: The new wave in Customer Experience

August 10, 2015 Last Updated: January 20, 2020
Justin

Initially used in manufacturing, error tolerance design is now playing a crucial role in delivering a great Customer Experience for businesses.

ATO TO USE VOICE BIOMETRICS FOR AUTHENTICATION

The ATO to use voice biometrics to authenticate customers

July 31, 2015 Last Updated: November 18, 2019
Justin

The Australian Taxation Office has completed its two-phase deployment of Nuance’s voice biometrics to authenticate customers in its call centre.

How NPS data is helping Telstra improve their CX

How NPS data is helping Telstra evolve their customer experience

July 29, 2015 Last Updated: December 16, 2023
Justin

Telstra has started extending their analytical capabilities into customer experience and optimising services outcomes using NPS and a variety of other data.

Why Work Friends are so important in the call centre

July 28, 2015 Last Updated: March 16, 2020
Justin Tippett

Having work friends can make even the toughest call centre job that bit more bearable and these 5 reasons prove why having a work BFF is so important.

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