Recently Updated Articles

The Amazon Connect call centre solution is now available in Australia – here is everything you need to know about the latest contact centre technology.

There is a new call centre outsourcer entering the Australian call centre industry with one of the global power houses deciding to open up a 300 seat contact centre in Melbourne Australia. 

Have you been wondering how to measure a call centre agents performance? We reveal the top 12 KPIs and why quality should be your main priority.

Discover how you can avoid the one common problem with CX Mystery Shopping programs that can compromise the whole Voice of the Customer process.

Businesses need to empower, develop and protect contact centre agents. With hybrid workplaces here to stay, onboarding must include tech training!

Give your business the critical edge with these 8 ways to Provide Exceptional Customer Service through the contact centre.

Learn how to improve your CX with Customer Journey Mapping with these 8 expert tips to supercharge your customer experience.

Learn how to build a Customer Experience (CXM) Measurement Program in your business using these 7 key steps that can apply to any business.

Learn why capturing the Omnichannel Customer Experience is now becoming a critical strategy for businesses looking for a competitive edge.

Outbound telemarketing looks like its still here to stay but we also look at other B2B Lead Generation Tips in 2021 and beyond.

Learn some tips on creating an effective customer journey map to improve the customer experience and grow your business.

Everything you need to know about on-site and cloud-based call center software so you can decide what’s best for your business.

We talk to local experts to explore the role of empathy and a blended approach to AI and automated communications for customer service.

Learn more about Human-Centred Design including the 4 stages, potential problems and common success measures of HSD initiatives.

Learning how to win customer trust is a sure-fire way of improving business outcomes so we’ve got 4 UX elements you need to get right.

A great tip on how to coach call centre agents on the power of using emotion and logic to increase sales performance and results.

Learn more about the Customer Experience Measurement Framework (CXM) used to measure customer feedback in businesses.

Organisational Knowledge Management is becoming a critical requirement to servicing customers from any channel or business touchpoint.

How businesses are using User-Generated Content (UGC) to extract powerful consumer insights that can improve customer service, sales and more.

Coaching tips for contact centre sales agents that will help you achieve the best outcomes (applies to both inbound and outbound sales).