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

June 16, 2018
Sytel AI Dialer

Announcing the Sytel AI Dialer

Sytel has announced the launch of their new AI Dialer offering the next generation of automatic dialers using artificial intelligence.
June 13, 2018
A complete list of Australian 2017 CX, CALL CENTRE & CUSTOMER SERVICE AWARD WINNERS

A complete list of Australian 2017 CX, call centre and customer service award winners

A list of all the Australian 2017 customer service award winners in 2017 with a focus on call & contact centre related awards. Discover the top companies and individuals in Australia being recognised for providing outstanding customer service.
June 12, 2018
Benefits of call centre phone systems

Benefits of call centre phone systems

If your business is starting to make or take more phone calls you might want to consider call centre phone systems that will improve your CX and productivity.
June 4, 2018
CX Judge Podcast S1E2 Interview with Daniel Ord

The CX Judge Podcast – Interview with Daniel Ord

This episode Justin Tippett, The CX Judge, is joined by Founder & Director of Omnitouch Daniel Ord as they discuss a range of topics impacting the call centre industry.
May 31, 2018
Should you embrace emojis in customer service

Should you embrace emojis in customer service?

Since their creation, emojis have continued to grow in number and popularity. Your customers are most likely already using emojis so is it OK for you to use emojis in customer service as well?
May 23, 2018
Customer Experience Improvement done badly

Lessons From the Frontline – Customer Experience Improvement Done Badly

A refreshingly honest look at why customer experience improvement projects don't work. We share 11 mistakes made by companies who, after investing in CX consulting, still struggle to make any real change in improving the customer experience.
May 22, 2018
How the need to be right is killing your customer service

Why the need to be right is killing your customer service

As humans, we have a basic psychological need to be right - but is that fundamental need to be right killing your customer service? Should you accept that the customer is always right even when you know they are wrong?
May 14, 2018
CX Judge Podcast S1E1 Introduction

The CX Judge Podcast Introduction

Join Justin Tippett, The CX Judge as he brings you the latest tips, insights and trends specifically relating to Customer Experience (CX) and call centres including interviews with key Call Centre industry leaders.
May 7, 2018
Vodafone axe call centre jobs in Hobart

Vodafone axe Hobart call centre jobs

Sad news today as Vodafone axe Hobart call centre jobs as a result of declining call and complaint volumes. After investing over $200 million in their Hobart call centre and employing over 850 people at this peak, today the Telco giant announced up to 100 voluntary redundancies in the Hobart call centre.
May 4, 2018
UNITY4 leveraging behavioural economics

Unity4 leveraging Behavioural Economics for call centre scripting

Unity4, one of the world’s largest remote agent call centres has been optimising its call scripting using the latest learnings from behavioural science.
May 3, 2018
NICE cognitive robotic automation platform expands

NICE Cognitive Robotic Automation Platform Expands

NICE (Nasdaq: NICE) today announced that its Cognitive Robotic Automation Platform now allows Amazon Lex's conversational chatbot to fulfil more customer requests, including complex actions, in real-time.
May 3, 2018
How to manage angry customers

How to manage angry customers

When you work in a call centre or customer service the chances are you will have to manage angry customers on occasions. Thankfully we've got some proven methods that work over the phone or in person that you can follow along with some expert tips that will put you back in control and improve customer satisfaction.
May 1, 2018
Swear in the workplace

Swearing at work? Why the f*#k not!

A new survey has revealed that swearing is becoming increasing common in the workplace depending on what generation you were born. So can you start dropping the f bomb at work or save it for outside of work?
May 1, 2018
ASTIA upgrade to larger premises to accomodate growth

ASTIA upgrade to new and improved office

Less than a year after the official launch, ASTIA Customer Engagement Centre in Sydney has upgraded to a new and improved office space to accomodate additional clients and allow for further growth.
April 28, 2018
Silver Top Taxis open call centre in South Africa

Silver Top Taxis call centre opens in South Africa

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?
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 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 to acquire Salmat contact centre business

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?