Call Centre Articles

Welcome to our call centre articles search page where we list our comprehensive catalogue of articles on call centres, customer experience, call centre technology and more in date order. If you are looking for something specific, just select from the categories list or enter a search term.

We have been publishing call centre articles for many years and as you will notice, the intent of our call centre articles is to provide information that benefits you as a reader and is not primarily trying to sell you something!

Our call centre articles have been written by hundreds of guest authors who are experts in call centres, customer service and the broader customer experience. If you’d like to search by authors – please click here.

If you’d also like to contribute as a Guest Author then visit our submit an article page to find out more information.

Categories

April 18, 2018
Employee Rewards go digital

Employee rewards go digital

With employee retention arguably the most important element in any successful business we look at digital employee reward options that provide a fast, secure and easy way of rewarding your employees.
April 17, 2018
Self-service channels to reduce costs in your call centre

Self-service channels to improve customer experience and reduce costs 

If you are looking at ways to improve the customer experience and reduce costs there are a range of self-service channels available that can benefit both your business and the customer. We explore 7 of the most popular channels today and provide some tips on how to get started.
April 12, 2018
Using DiSC Profiling in customer service

How DiSC profiling can help with customer service

This article will introduce you to the basics of DiSC theory; explore how it enhances communication skills for call centre agents, as well as recommending next steps to start using DiSC with your team.
April 7, 2018
Launch of the 2018 Auscontact Association Awards

Enter the 2018 Auscontact Association Awards

Recognise your call centre superstars with the launch of the 2018 Auscontact Association Awards, the call centre industry's premier awards program. With categories for your organisation and individuals its the perfect way to recognise exceptional customer service.
April 7, 2018
2018 Australian Service Excellence Awards

Enter the 2018 Australian Service Excellence Awards

Enter the 2018 Australian Service Excellence Awards and gain recognition for best practice and innovation in customer service across 10 organisational level categories and 5 individual categories. Entries close 5 June 2018 so make sure you enter and get the recognition you deserve!
April 5, 2018
5 Things all contact centre workers can relate to

5 Things all contact centre workers can relate to

It doesn't matter what country or what industry your call centre is in there are 5 things all contact centre workers can relate to.
April 4, 2018
six best practice ideas for motivating call centre agents

Six best practice ideas for motivating call centre agents

High staff turnover often plagues the contact centre industry so we've got six best practice ideas for motivating call centre agents and reducing turnover.
March 26, 2018
Salmat contact centre business has been sold

Salmat contact centre business sold

The Salmat contact centre business has been sold with the Probe Group to acquire the call centre business from 30 April 2018. Combined, the call centre outsourcer will now have over 3,500 staff across Australia, New Zealand and the Philippines.
March 26, 2018
Probe Group announce Salmat Acquisition

Probe Group to acquire Salmat Ltd’s contact business

Big news in the Australian BPO and call centre outsourcing industry with Probe Group to acquire Salmat Ltd's contact business that will collectively manage over 3,500 across Australia, New Zealand and the Philippines.
March 23, 2018
Hidden dangers of call centre upselling

The hidden dangers of call centre upselling

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?
March 21, 2018
5 Benefits of a CALL CENTRE SOLUTION

5 Benefits of a call centre solution

If your business is handling increase calls there are many benefits of implementing a call centre solution and its not as expensive as you may think with modern cloud-based call centre platforms available on a per agent, per month basis.
March 20, 2018
Genesys launch new appfoundry

The new Genesys AppFoundry has launched

The new Genesys AppFoundry has launched providing Genesys customers with an easy way to integrate leading customer experience solutions to solve business problems and better serve their customers’ needs.
March 20, 2018
Unity4 announce rebranding

Unity4 rebrand for the next stage of growth

At home agents specialist call centre outsourcer Unity4 rebrand to launch into their next stage of growth with a new website and tagline 'Good conversations'.
March 20, 2018
SMART Group move call centre outsourcing to South Africa

SMART Group move call centre outsourcing to South Africa

Melbourne based call centre outsourcer SMART Group has announced plans to move call centre outsourcing to South Africa to provide Australian companies with a cost effective alternative to Philippines based call centre outsourcers.
March 20, 2018
Call centre skills every agent should have in 2018

6 Call centre skills every agent should have in 2018

With automation slowly creeping in to the call centre industry here are 6 Call centre skills every agent should have in 2018.
March 19, 2018
Types of visual engagement

Types of Visual Engagement in contact centres

With humans processing images 60,000 faster than text, contact centres are looking to different types of visual engagement tools to improve the CX. This article reveals the common visual engagement technology that is surprisingly accessible and affordable.
March 16, 2018
Advatel launches omni intelligence on Genesys

AdvaTel launches Omni Intelligence on Genesys AppFoundry

Advatel launches Omni Intelligence on the Genesys AppFoundry to provide a unique analytics platform enabling contact centre managers, supervisors and agents to see complete real-time operational data.
March 16, 2018
contact centre mentoring program launches

New contact centre mentoring program launches

The Auscontact Association & Symmetry HR NSW have joined forces to launch a mentoring program that will bring together senior practitioners from diverse verticals to mentor up-and-coming leaders in the call centre industry.
March 15, 2018
Current call centre BPO challenges

The Current BPO Challenges and 6 solutions for survival

The traditional call centre BPO model is quickly evaporating - We examine the current BPO challenges and provide 6 solutions on how call centre BPOs can increase their profit margins and with it, their sustainability.
March 15, 2018
Delecon launches speech analytics platform

Delacon launches speech analytics platform

Using an artificial intelligence engine to transcribe and analyse all calls, Australian owned and operated global provider of call analytics, Delacon, has developed the specialist module to provide a deeper understanding of customer behaviour and sentiment once they move from the online to offline world.
March 15, 2018
The 2018 Australian Contact Centre Industry Report

2018 Australian Contact Centre Industry Report

Its been a long time between drinks but the 2018 Australian Contact Centre Industry Report has finally been published with some interesting results. We reveal some of the key findings in this helpful info-graph courtesy of Fifth Quadrant.
March 15, 2018
Livepro launches on Genesys

livepro Launches on Genesys AppFoundry

livepro has announced their Customer Experience Knowledge Management tool is now available on the Genesys® AppFoundry enabling easy integration with Genesys PureCloud enabling businesses to increase customer delight, staff engagement, compliance, insights and sales — all while reducing costs.
March 15, 2018
Twilio launches flex contact centre platform

Twilio launches Flex contact centre platform

Twilio launches Flex contact centre platform enabling customers to instantly deploy an omnichannel contact centre platform where you can customise every element of the experience including the interface, communication channels, agent routing, and reporting.
March 10, 2018
Chatbots are on the rise in Australia

Chatbots on the increase in Australia

The latest research by Fifth Quadrant has revealed a significant increase in the number of Australian businesses looking to implement chatbots and other self-service technology throughout 2018.
March 8, 2018
Call Journey announce Genesys partnership

Call Journey announce Genesys partnership

Call Journey announce Genesys partnership Australian grown Call Journey and Genesys partner up to transform customer experience with conversation analytics.   9 Feb 2018 A new partnership between Call Journey and Genesys is set to revolutionise […]