Articles with 'Mystery Shopping'

July 27, 2026

February 9, 2017 Last Updated: May 23, 2024
Daniel Ord

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

15 things you didn’t know about working in the Australian call centre industry

September 27, 2016 Last Updated: August 13, 2021

Working in the Australian call centre industry often receives some bad press so here are 15 positive things about working in the industry.
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

How to improve employee retention

September 13, 2016 Last Updated: March 13, 2020
A 5 step guide to staff engagement

November 29, 2014 Last Updated: January 4, 2020
Six best practice ideas for motivating call centre agents

April 4, 2018 Last Updated: December 30, 2019