Why multitasking is not productive in a call centre
Executives

Why multitasking is not productive

Despite the perceptions, multitasking is not productive when it comes to a call centre agent trying to juggle phone calls, emails, texts, live chat and more

the truth about employee engagement in call centres
Employee Engagement

The real truth about employee engagement

The truth about employee engagement in your workplace is that it takes more than just having a staff engagement policy for it to work. But what role is responsible? More often than not its the team leader but are they equipped to improve it?

Searching the internet impacting call centre volumes
Executives

Contact Centre volumes declining

A new survey confirms that contact centre volumes are declining as customers search the internet for answers ahead of a calling a call centre.

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?