Searching the internet impacting call centre volumes
CX Executive Tips

Contact Centre volumes declining

A new survey confirms that contact centre volumes are declining as customers search the internet for answers ahead of a calling a call centre.

Australia's 2016 Christmas shopping preferences
News & Press Releases

Australia’s 2016 Christmas shopping preferences

A new survey has revealed what Santa will be bringing you for Christmas 2016 along with results on where and when the shopping will be done and the influence online shopping is having on the retail sector.

The change role of the contact centre
How to Improve the CX

Changing role of the contact centre

There is no question the role of the contact centre is changing as customer preferences change – which is why we recommend this one key process.