Articles with 'Surfly'

July 6, 2026

Types of Visual Engagement Tools for Customer Service

March 19, 2018 Last Updated: December 6, 2019
Carolina Scrobogna

With humans processing images 60,000 faster than text, contact centres are looking to different types of visual engagement tools to improve the CX. This article reveals the common visual engagement technology that is surprisingly accessible and affordable.

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.
Triple Zero Heroes

September 18, 2018 Last Updated: September 12, 2021

Every day, over 7,000 Victorians speak to one of the real-life Triple Zero Heroes. We got to take a look behind the scenes working in the ESTA call centre.

Team Leader Job Description

November 2, 2021
8 Common Mistakes Made By New Contact Centre Team Leaders

June 22, 2020 Last Updated: October 11, 2020
The 5 traits of emerging leaders

January 30, 2015 Last Updated: July 15, 2020

6 Team Building Ideas for your Call Centre

August 29, 2017 Last Updated: December 30, 2019
The link between employee friendships and staff engagement

August 27, 2015 Last Updated: November 25, 2019
How to improve employee retention

September 13, 2016 Last Updated: March 13, 2020