John Johnson

September 25, 2021

The Current BPO Challenges and 6 solutions for survival

March 15, 2018 Last Updated: June 29, 2021
John Johnson

The traditional call centre BPO margins model is quickly evaporating – We examine the current BPO challenges and provide solutions on how to survive.

How to improve your Contact Centre Satisfaction surveys

August 17, 2016 Last Updated: January 20, 2020
What is Proactive customer support?

October 12, 2016 Last Updated: December 31, 2019
Matching customers to call centre agents

February 11, 2016 Last Updated: February 27, 2020

Australian contact centre salaries

November 5, 2020 Last Updated: July 15, 2021

A list of the Australian Contact Centre Salaries as set out by the Government as well as local benchmarking data, definitions and more.

Do customers really care about the call centre location?

Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

The future of call centre outsourcers in Australia

March 23, 2017 Last Updated: June 21, 2021

With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.

Articles by John Johnson

The Current BPO Challenges and 6 solutions for survival

Contact Centre Mythbusting Part 2

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