Articles with 'self service'

April 8, 2025

Stop karate chopping your customers

January 30, 2017 Last Updated: December 25, 2019
Daniel Ord

Karate Chopping your customers is when you push someone to self-service without offering to help first – it’s poor form as Daniel Ord explains.

How the Australian Tax Office is using a virtual assistant to improve self-service

December 9, 2016 Last Updated: November 18, 2019
Justin

The ATO has released some data revealing how their use of a virtual assistant to improve self-service has reduced the load on the call centre channel.

How Facebook Messenger is impacted call centres

How Facebook Messenger and chatbots are changing customer service

April 15, 2016 Last Updated: November 17, 2019
Justin Tippett

We explore how Facebook Messenger and chatbots are impacting call centres with more automation reducing the needs for a live call centre agent. With Facebook now launching their Chatbot service expect this to escalate rapidly.

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!
The 15 best things about working in a call centre

May 17, 2016 Last Updated: June 21, 2021

We think working in a call centre gets a bad wrap so we reveal the 15 best things about working in a call centre and why it’s a great career choice.

Tips for coaching call centre agents

January 29, 2015 Last Updated: July 15, 2020
The 5 traits of emerging leaders

January 30, 2015 Last Updated: July 15, 2020
How to improve giving feedback to employees

October 15, 2020