Civilian Call Takers
News & Press Releases

Civilian Call Takers

There is a looming dispute over ACT Emergency Services call centre with the ACT union claiming civilian call takers are risking lives with plans to replace firefighters with trained call centre professionals to handle emergency calls.

Why call centres need to stop promoting the wrong people
CX Leadership

Stop promoting the wrong people!

Its something a lot of call centres are guilty of but there is a reason we need to stop promoting the wrong people – its killing your business. Often the best call centre agent is the one getting a promotion into a team leader role, but they are numerous reasons why that could be the worst choice.

Why ongoing training is critical for success in call centres
Skills & Training

Why ongoing training and development is critical for success

Most companies realise an induction program is critical, but ongoing training and development can be even more fundamental for long term success. We share 4 reasons why ongoing training and development needs to be part of your overall training strategy.

virtual call centre training
Skills & Training

Virtual call centre training: The way of the future

New technologies continue to challenge conventional thinking – we explore an emerging trend of virtual call centre training. With the increasing prevalence of work from home agents the traditional learning and development model will need to change and virtual call centre training offers a new choice.

The 4 Stages of team development
CX Leadership

The 4 Stages of Team Development

Easy explanation of the 4 Stages of Team Development (Forming, Storming, Norming and Performing) and how it can help your team leadership.

4 tips for developing effective team leaders in the call centre
CX Leadership

4 Tips to developing effective Team Leaders

They perform one of the hardest jobs in the call centre so we’ve got 4 tips to developing effective Team Leaders in your business to ensure they are ready to lead you teams and balance the needs of the business whilst ensuring the staff remain engaged. No easy task!