CX Central Articles - Page 63 of 71 - Expert tips, insight, ideas and data!

How to use customer personas to improve the CX in contact centres

5 Customer Personas to Improve contact centre efficiency

May 22, 2015 Last Updated: December 31, 2019
Luke Rees

Learn how to improve the efficiency and CX delivered by your contact centre by using customer personas to personalise the customer experience.

Whats the difference between customer experience and customer satisfaction?

May 21, 2015 Last Updated: July 5, 2019
Justin

There is a difference between customer experience and customer satisfaction. Sure, they’’re related but certainly not equal as we explain.

How to create a great first impression with your CX

How to create the right first impression with your CX

May 15, 2015 Last Updated: December 29, 2019
Justin

Learn how to make a great first impression with your CX (Customer Experience) in your call centre as you only get the one chance to get it right.

How HR can help shape Outsourcing and Offshoring success

May 12, 2015 Last Updated: November 24, 2019
Div Pillay

We provide some tips on how HR can improve your Outsourcing and Offshoring success and why they need to be involved in your strategic planning.

2015 Contact Centre Trends

May 11, 2015 Last Updated: January 20, 2020
Justin

With technology moving at such a rapid pace we reveal what the 2015 Contact Centre trends were and did they come to fruition?

Six ways to lead workplace change

May 5, 2015 Last Updated: January 4, 2020
Jim Haudan

It’s often one of the most difficult things to manage at work, but these six tips on how to lead workplace change will empower you with the skills you need.

New 3,500 seat Telstra Philippines call centre opens

April 29, 2015 Last Updated: April 21, 2020
Justin

A new Telstra Philippines call centre has opened with 3,500 seats in Manilla. The move will continue to frustrate Telstra’s customers who are already frustrated with customer service delivered by offshore call centres. And in a double blow, its a sure sign more local call centre jobs will be lost.