Learn more about 'Virtual Assistants' - CX Central

January 19, 2022

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Virtual Assistant

December 10, 2017 Last Updated: May 12, 2020
CX Central

When it comes to Virtual Assistants for customer support there are actually two very different definitions – robots and humans. Learn more >

Team Leader Job Description

November 2, 2021
Setting KPIs for Call Centre Team Leaders

October 7, 2021
Coachable Call Structure

September 18, 2021 Last Updated: November 12, 2021

Triple Zero Heroes who work in the call centre

Triple Zero Heroes

September 18, 2018 Last Updated: September 12, 2021

Every day, over 7,000 Victorians speak to one of the real-life Triple Zero Heroes. We got to take a look behind the scenes working in the ESTA call centre.

Tips on how to manage angry customers

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.

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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