Articles with 'acquisition'

October 22, 2024

Genesys Acquire Interactive Intelligence

September 1, 2016 Last Updated: November 20, 2019
Justin

The competition for the dominant contact centre technology provider is heating up with Genesys to purchase Interactive Intelligence for $2b USD

Indonesia’s Telkom acquires Contact Centres Australia

September 22, 2014 Last Updated: January 14, 2019
Justin

News just in: Indonesia’s Telkom acquires Contact Centres Australia. TELEKOMUNIKASI Indonesia (Telkom), Indonesia’s largest telcommunications company, will acquire Contact Centres Australia, a call centre operator, through its subsidiary Telekomunikasi Indonesia International (Telin), as part of its overseas expansion efforts. Telkom

What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.
Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

How Leaders Build Teams

February 11, 2015 Last Updated: July 15, 2020
The 5 traits of emerging leaders

January 30, 2015 Last Updated: July 15, 2020
Tips for coaching call centre agents

January 29, 2015 Last Updated: July 15, 2020

7 tips on how to keep remote employees engaged

September 16, 2015 Last Updated: December 16, 2023
The 3 myths of contact centre employee attrition

December 9, 2014 Last Updated: November 25, 2019
3 Golden rules for employee recognition

January 6, 2015 Last Updated: January 4, 2020