Recently Updated Articles

Knosys secures Government Tender to supply Knowledge Management Solutions for Service SA and Service Tas.

There are three critical attributes of a good contact centre – we reveal what they are and explain why the contact centre plays a critical role in CX.

Uniphore’s Ravi Saraogi reveals what trends to expect for CX in 2022 including AI, low-code and promise management.

7 Contact Centre Reward and Recognition principles that have stood the test of time in boosting employee engagement!

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

These purchasing tips for call centre headsets in Australia will ensure you make the right decisions to enable your agents to perform at their best.

Congratulations to the 2021 Auscontact Association Award Winners for the best call centre individuals and organisations in Australia.

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

Customer Journey Mapping is the latest weapon in helping businesses identify and transform the customer experience. We explain the methodology behind it and the knowledge you need to get started.

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

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

An easy-to-learn and coach Call Structure for call centre agents that works for sales or service without the use of a script!

In Channels Nine’s latest bid for a Walkley Award, reporter Nat Wallace’s investigation has revealed Australia’s longest call centre wait times. Its a hard-hitting piece of journalism that leaves no stone unturned in hunting down the worst offenders.

Recruiting for soft skills in call centres is critical for success so we’ve got some tips and sample interview questions you can use.

Why call centre agent soft skills are critical in providing an exceptional customer experience and tips on how to measure soft skills in your QA process.

We share some tips on recruiting customer service staff including 5 expert tips on how to identify the good staff during the recruitment process.

5 Tips on how to improve Active listening skills for call centres – one of the most important skills a call centre agent can have!

It can be tricky writing a contact centre Team Leader job description so we’ve done the hard work for you with this free template.

COVID forced a change? Sick of being chained to a desk and a long commute? Learn 7 Positive Effects of Remote Work for your Mental Health.

What is bad customer service costing your organisation? According to the latest research Australian businesses lose over 122 Billion dollars by not providing a great customer experience. Thankfully there is one simple solution to help improve your customer service that is free to implement and costs nothing to purchase.