For Managers

Explore our articles specifically written for call centre managers to help educate and inspire you. From great tips on running a call centre to leadership, technology, staff engagement, workforce optimisation and more!

All our articles for call centre managers are not designed to sell you any products and services – its just a great resource of articles to ensure you have the chance to be the best CX manager you can be!

October 4, 2018
call centre metrics and kpis

What Call Centre Metrics and KPIs should you use?

If you manage or have responsibility for a call centre, what Call Centre Metrics and KPIs should be using? This guide provides a call centre managers insight into the 10 most popular metrics you should be using.
September 19, 2018
iSelect bring call centre jobs back to Victoria

iSelect bring call centre jobs back to Australia

iSelect has announced it's bringing back contact centre jobs back from offshore with 90 jobs in South Africa returning to Victoria.
September 7, 2018
Blending old fashioned customer service and technology

Long live good old-fashioned customer service

Old-fashioned customer service isn’t going out of style, so how can you balance traditional expectations with modern customer care & technology?
August 30, 2018
The value of customer feedback

The Real Value of Customer Feedback

There is no denying the value of customer feedback - avoiding these four common traps will ensure you can extract the maximum value from the process.
August 11, 2018
4 TEAM BUILDING IDEAS for call centres

4 Team Building Ideas for Call Centres

We've got 4 easy to implement team building ideas for call centres that will boost engagement levels and give your productivity a boost as well.
July 4, 2018
Eroding profit margins and techniques on how to improve them

Eroding profit margins | Techniques to turn it around

It's no secret that profit margins are eroding in many industries but these proven techniques might just be able to arrest the decline.
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.
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?
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 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?
March 21, 2018
5 Benefits of a CALL CENTRE SOLUTION

5 Benefits of a call centre solution

If your business is handling increase calls there are many benefits of implementing a call centre solution and its not as expensive as you may think with modern cloud-based call centre platforms available on a per agent, per month basis.
March 20, 2018
Unity4 announce rebranding

Unity4 rebrand for the next stage of growth

At home agents specialist call centre outsourcer Unity4 rebrand to launch into their next stage of growth with a new website and tagline 'Good conversations'.
March 20, 2018
SMART Group move call centre outsourcing to South Africa

SMART Group move call centre outsourcing to South Africa

Melbourne based call centre outsourcer SMART Group has announced plans to move call centre outsourcing to South Africa to provide Australian companies with a cost effective alternative to Philippines based call centre outsourcers.
March 15, 2018
Current call centre BPO challenges

The Current BPO Challenges and 6 solutions for survival

The traditional call centre BPO model is quickly evaporating - We examine the current BPO challenges and provide 6 solutions on how call centre BPOs can increase their profit margins and with it, their sustainability.
March 15, 2018
The 2018 Australian Contact Centre Industry Report

2018 Australian Contact Centre Industry Report

Its been a long time between drinks but the 2018 Australian Contact Centre Industry Report has finally been published with some interesting results. We reveal some of the key findings in this helpful info-graph courtesy of Fifth Quadrant.
March 8, 2018
Failure demand | The curse of the modern day call centre

Failure Demand | The curse of the modern day call centre?

If your volume of inbound contacts are increasing and your budgets are shrinking its inevitable you will end up with long wait times and frustrated customers. Find out why managing Failure Demand is one of the greatest levers for improving performance for your call centre.
March 1, 2018
The secret to quality leadership for call centre managers

The secret to quality leadership for your contact centre leaders

There is no doubt that quality leadership is the key to a successful call centre and the Team Leader role plays a critical role in delvering leadership to your frontline staff. Ensuring your frontline managers deliver quality leadership however sometimes requires some outside thinking.