CX Central Articles - Page 64 of 71 - Expert tips, insight, ideas and data!

How to be a more cost-effective leader

April 20, 2015 Last Updated: January 7, 2020
Derek Bullard

With most organisations heavily focused on cost optimisation, we reveal 3 tips on how to be a more a cost-effective leader in your business.

Is outsourcing your contact centre a good idea for your business?

April 15, 2015 Last Updated: November 22, 2019
Justin

We explore the merits of outsourcing your contact centre and some common reasons why outsourcing has been off limits in the past.

Customer Experience versus the Customer’s Experience

April 9, 2015 Adrian Swinscoe

Customer Experience versus The Customer’s Experience – is there really a difference? Over the last few days I’ve been to a few customer experience events, which included chairing a couple of sessions at a leading conference in London as well

5 Tips to supercharge your leadership confidence

5 tips to improve your leadership confidence

April 8, 2015 Last Updated: July 15, 2020
Carey-Ann Oestreicher

How to improve your leadership confidence With confidence an attribute most people want in their leaders, we share 5 expert tips on how to improve your leadership confidence. Leadership confidence is something we all want and admire. When someone has

A sneak peak inside Telstra's digital contact centre

A sneak inside Telstra’s Digital Contact Centre

April 2, 2015 Last Updated: November 25, 2019
Justin

With digital interactions increasing for customer support we take a peak inside Telstra’s Digital Contact Centre and how they manage Social Media enquiries.

Do call centre accents impact on customer service?

April 1, 2015 Last Updated: January 14, 2019
Justin

By now you’ve most likely had an experience with an overseas call centre so have you ever pondered do call centre accents impact on customer service? Latest research from The University of Adelaide explores the relationship between communication and customer experience. But is