How to manage COVID19 in the contact centre

March 18, 2020 Last Updated: March 24, 2020
Justin Tippett 0

The pressures on contact centres has never been greater so I’ve pulled together some key tips on how to manage COVID19 in the contact centre.

Adobe integrates Delacon for call analytics

August 22, 2019 Justin Tippett 0

Call analytics company Delacon has become the only call tracking company in Australia to be fully integrated with Adobe Analytics and Adobe AdCloud.

2019 Auscontact Association Award Winners

August 18, 2019 Last Updated: October 19, 2019
Justin Tippett 0

We reveal the 2019 Auscontact Association Award Winners for the best call centre individuals and organisations in Australia.

Active listening skills for call centres

August 1, 2019 Last Updated: December 8, 2019
Justin Tippett 0

Active listening skills for call centres is one of the most important skills a call centre agent can have and we’ve got 5 tips to help them get it right.

Call Centre Outsourcing in Australia

March 18, 2019 Last Updated: March 18, 2020
Justin Tippett 0

If you are considering call centre outsourcing in Australia we’ll tell you everything you need to know without all the vendor’s sales pitches!

Empathy Statements for customer service

October 25, 2018 Last Updated: March 20, 2020
Justin Tippett 0

Use these Empathy Statements for customer service or call centre work that will help diffuse the situation and get the customer back on side.

What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: November 30, 2019
Justin Tippett 0

If you manage a call centre or have responsibility for one, these are the top 10 Call Centre Metrics and KPIs you should you be using.

Triple Zero Heroes

September 18, 2018 Last Updated: November 25, 2019
Justin Tippett 0

Every day, over 7,000 Victorians speak to one of the real-life Triple Zero Heroes. We got to take a look behind the scenes working in the ESTA call centre.