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August 2, 2021

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Skills-Based Routing

December 10, 2017 Last Updated: May 11, 2020
CX Central

Skills-Based Routing is a feature of a call centre ACD that enables you to direct calls to the most appropriately skilled and experienced call centre agent.

How to test for frontline agent customer centricity

October 7, 2015 Last Updated: January 20, 2020
How to create a customer-centric culture

May 10, 2017 Last Updated: May 20, 2021
Tips for implementing a Voice of the Customer program

May 10, 2017 Last Updated: November 17, 2019

The 15 best things about working in a call centre

The 15 best things about working in a call centre

May 17, 2016 Last Updated: June 21, 2021

We think working in a call centre gets a bad wrap so we reveal the 15 best things about working in a call centre and why it’s a great career choice.

Do customers really care about the call centre location?

Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

The false economy of a customer retention strategy

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

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