Staff Writers

Tips on recruiting for soft skills in a call centre featuring a call centre worker with a headset

Recruiting for soft skills in call centres

November 8, 2021 Staff Writers

Recruiting for soft skills in call centres is critical for success so we’ve got some tips and sample interview questions you can use.

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: November 15, 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 Last Updated: October 15, 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.

No more excuses for the Poor Phone Channel Experiences

February 5, 2019 Last Updated: February 14, 2020
What is Proactive customer support?

October 12, 2016 Last Updated: December 31, 2019
Can You Extract Consumer Insights With User-Generated Content?

December 15, 2020 Last Updated: June 21, 2021

Team Leader Job Description

November 2, 2021
Setting KPIs for Call Centre Team Leaders

October 7, 2021
Coachable Call Structure

September 18, 2021 Last Updated: November 12, 2021

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 18, 2021

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.

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 Staff Writers