Articles with 'Technology'

Adobe integrates Delacon for call analytics

August 22, 2019 Last Updated: April 7, 2020
CX Central

Call analytics company Delacon has become the only call tracking company in Australia to be fully integrated with Adobe Analytics and Adobe AdCloud.

CallDesign named premier Aspect Channel Partner in Australia

August 21, 2019 Last Updated: November 20, 2019
CX Central

Call Design, an international workforce management solutions company has been given the exclusive sole rights for Aspect Software in Australia.

Knosys launches cloud knowledge management solution

Knosys brings new cloud solution to call centres

April 4, 2019 Last Updated: January 6, 2020
CX Central

Customer services teams are the front line of your business and need to be armed with the tools they need to represent your brand in the best possible way.

8X8 select confirmit to power VOC surveys

8X8 Selects Confirmit for VOC Surveys

August 5, 2018 Last Updated: March 11, 2020
CX Central

8X8, a provider of contact centre solutions has announced Confirmit as their selected provider to power its online and telephone Voice of the Customer surveys.

Caution when using chatbots for customer service

Chatbots for customer service are not a get-out-of-jail-free card

July 12, 2018 Last Updated: November 10, 2019
Niamh Reed

There is a rapid uptake in chatbots for customer service but as many businesses are finding out, it’s not an automatic solution to all your CX problems.

News & Press Releases

contactSPACE brand refresh

June 29, 2018 Last Updated: March 11, 2020
CX Central

Cloud contact centre solution provider contactSPACE have announced new branding along with the announcement of a joint venture with a major payments business.

Sytel AI Dialer launches for outbound calling

Announcing the Sytel AI Dialer

June 16, 2018 Last Updated: November 30, 2019
CX Central

Sytel has announced the launch of their new AI Dialer offering the next generation of automatic dialers using artificial intelligence.

5 Benefits of call centre technology for business

5 Key Benefits of Call Centre Technology

June 12, 2018 Last Updated: June 13, 2021
Justin Tippett

Discover the key benefits of call centre technology to help improve efficiency and the customer experience in your business without the sales pitch.

NICE Cognitive Robotic Automation Platform Expands

May 3, 2018 Last Updated: November 15, 2019
CX Central

NICE (Nasdaq: NICE) today announced that its Cognitive Robotic Automation Platform now allows Amazon Lex’s conversational chatbot to fulfil more customer requests, including complex actions, in real-time.

Benefits of Call Centre Software for Business

March 21, 2018 Last Updated: August 17, 2020
Johanna Anniston

There are lots of benefits of implementing a new call centre software solution and its not as expensive as you may think with modern cloud-based call centre platforms available on a per agent, per month basis.

Team Leader Job Description

November 2, 2021
Setting KPIs for Call Centre Team Leaders

October 7, 2021
Coachable Call Structure

September 18, 2021 Last Updated: November 12, 2021

The future of call centre outsourcers in Australia

March 23, 2017 Last Updated: June 21, 2021

With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.

Understanding Erlang C for call centres

September 21, 2018 Last Updated: June 21, 2021

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 manage angry customers

May 3, 2018 Last Updated: June 21, 2021

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.

Technology