Staff Writers

How to Capture the Omnichannel Customer Experience

September 8, 2021 Staff Writers

Learn why capturing the Omnichannel Customer Experience is now becoming a critical strategy for businesses looking for a competitive edge.

5 Career Options after call centres

August 13, 2021 Staff Writers

Working in a call centre helps you develop some great transferable skills so we look at potential career options after call centres.

Improving Customer Service with SEO

July 1, 2021 Staff Writers

With more customers seeking to self-help, Improving Customer Service with SEO is now an important tactic to improve the customer experience.

Tips for creating an effective customer journey map

Guide to Creating an Effective Customer Journey Map

June 24, 2021 Last Updated: August 8, 2021
Staff Writers

Learn some tips on creating an effective customer journey map to improve the customer experience and grow your business.

Cloud-Based Call Centre Software

June 15, 2021 Staff Writers

Everything you need to know about on-site and cloud-based call center software so you can decide what’s best for your business.

10 Common Customer Service Mistakes you should avoid

Top 10 Mistakes That Customer Service Professionals Make

March 11, 2021 Last Updated: June 21, 2021
Staff Writers

Customer service professionals need to be aware of how they handle every client – Here are the top 10 customer service mistakes to avoid.

How To Make Customer Service More Digital

February 24, 2021 Staff Writers

6 Tips on How To Make Customer Service More Digital that will improve the customer experience and reduce costs.

How to Make Remote Work Engaging and Fun for Everyone

January 28, 2021 Staff Writers

Remote workers battle with feeling left out of company culture and the office social scene. Here’s how to make remote work engaging and fun for your team.

Tips on improving customer support delivery

Tips for improving customer support delivery

December 2, 2020 Staff Writers

Help retain your customers, grow your business and improve engagement by implementing these 5 tips for improving customer support delivery.

Advantages of Multilingual Call Centre Services

September 24, 2020 Staff Writers

We reveal the advantages of Multilingual Call Centre Services and how it can increase revenue and customer satisfaction.

What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.

Triple Zero Heroes

September 18, 2018 Last Updated: September 12, 2021

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.

The false economy of a customer retention strategy

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

Articles by Staff Writers