Executives

The challenge of competence and customer experience

The challenge of competence and customer experience is becoming a critical component in the modern day call centre. Knowledgeable and discerning customer service is more important today than ever. Consumers can get rudimentary questions answered online. Shoppers are so proficient in gathering

Executives

The demise of the corporate call centre

The demise of the corporate call centre may arrive soon than you think. As technology advances and speed and ease of access become increasingly important to our customers, which elements of the traditional contact centre will stand the test of

Executives

Are inbound calls going out of fashion?

Are inbound calls going out of fashion? Thats the question I asked after the new cloud based accounting software company Xero consciously decided not to offer any inbound telephone support. I wanted to share a recent experience I had with a new, progressive

How to maximise your CX value in the contact centre
Executives

How to Maximise your CX Value

If you are responsible for the contact centre channel learn how these 5 tips will help you maximise your CX Value to the entire organisation.

Why benchmarking can be a bad idea
Executives

Why benchmarking can be dangerous

ts something that you are constantly encouraged to do but there there is a valid reason why benchmarking can be dangerous for both you and the call centre.

Executives

ANZ’s CX Transformation

With eight million customers and 47,000 staff making changes was never going to be easy. We look at ANZ’s CX Transformation and how they achieved it.

Executives

Is centralising emergency service calls a good idea?

Is centralising emergency service calls a good idea? The Northern Territory town of Katherine says the NT Government is ‘letting people down’ as after hour calls to Police are being diverted to a Darwin contact centre, but the NT Government fires

HOME BASED CALL CENTRE AGENTS ON THE RISE
Executives

Home-based contact centre agents on the rise

A new report published by analyst firm Ovum says home based contact centre agents on the rise but there are some risks associated with the model that companies are grappling to overcome.

Executives

Benefits of a staff exchange program

Global vacation exchange company DAE is introducing a new kind of exchange – a staff exchange between its Australian and New Zealand offices throughout February and March. The program will see Australian and New Zealand customer service consultants spend up to two

Using prisoners for call centre work
Executives

Using Prisoners for call centre work

The government is using prisoners for call centre work and yet despite common concerns, not one incident has been reported in the nine years of operations.