Why are Australian call centres moving offshore
Executives

Why are Australian call centres moving offshore

Being greeted by someone in an offshore call centre is becoming increasingly common so we explore why Australian call centres are going offshore. And with nine out of ten customers preferring a local call centre is it a risky move for any business?

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We share thoughts from Australia’s top CX leaders

From the editor: Have you been wondering what the top Australian CX Thought Leaders think about a range of topics? It probably wasn’t the first thing on your mind when you woke up this morning however there’s plenty of take-away

Why onshore call centres are back in vogue again
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Why onshore call centres are back in vogue

The dynamics are slowly shifting with the trend returning to onshore call centres back in Australia and a better customer experience provided by call centre outsourcers.

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Customer Experience is THE brand differentiator

We’ve all heard it. What gives? We’ve all seen the reports and the studies and the statistics that “customer experience is the next… battlefield, competitive battleground, competitive advantage, competitive frontier, marketing, ___ [fill in the blank].” I recently saw a

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The myth of call centre industry standards

Are you looking for call centre industry standards? Our article explores whether they truly exist and challenges the thinking behind some common practices providing some practical examples to common call centre metrics like grade of service.

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The real reason why customer experience matters

From the editor: I’ve been saying it for quite a while – if not now, but in the very near future the only thing thats going to seperate one company from another is the customer experience. So its no surprise

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Is it time to kill the Average Handle Time Metric?

We have all heard the business mantra “you can’t manage what you don’t measure,” and while this is true, an incorrect focus on specific contact centre metrics is the quickest way to drive the wrong behaviour and damage the customer

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4 Call Centre Myths debunked

Call centre myths plague the broader business community so we hit back with some hard facts on why a call centres is a critical part of any business.

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9 Predictions of the customer service future

From the editor: A terrific insight by Blake Morgan into how technology and strategy is already changing the customer experience now and into the future. And I agree with every one of them! For consumers the future of customer service cannot

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The top 4 challenges for contact centres in the digital age

  Living in the digital age: the top 4 challenges for contact centres As with every area of modern life, technology is having an enormous impact on customer service. The foundation of great customer service hasn’t changed – we still

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Call centre failure contributes to horses deaths

The importance of systems and communication between call centres and the rest of the business has been sadly demonstrated in a shocking case of horse cruelty in Melbourne last week. It is believed that RSPCA was notified of the issue but

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Staggering eCommerce and Customer Experience statistics

75 eCommerce & Customer Experience statistics, facts & quotes Hot on the heels of our customer experience useful facts and figures, we have a whopping 75 eCommerce and Customer Experience statistics published by https://receiptful.com (from the USA) that will certainly blow your