I'm the founder of CX Group Australia - providing products and services to help businesses and individuals to deliver CX Excellence. But most people know me for being the person responsible for the terrible memes on the Call Centre Legends page.
When I'm not working, I enjoy pretending that 40 something isn't that old and it's still not too late for a professional sporting career.
A Silver Top Taxis call centre is opening in South Africa at the expense of local call centre jobs in Australia. With the Taxi industry under siege by ride sharing apps, moving some call centre functions offshore will save costs in the short term, but will this strategy hurt in the long term?
Call centre upselling can be an addiction for some businesses. After all, they’ve got a customer on the phone so why not try an extract as much revenue as possible from them? But is it coming at a cost to both staff members and customer retention?
We’ve collated all the key learnings from the 2017 Government Contact Centre Summit into one handy article so you can quickly digest how Government is changing the CX to cater for the customers expectations of today.
Like most Australians, I get annoyed by telemarketing calls. But what can be done in Australia to stop telemarketing calls and what are the rules? We reveal the truth from inside the call centre industry.