training

4 Questions to ask before launching live chat
Call Centre Management Tips

4 common questions when launching live chat

October 3, 2016 Last Updated: December 16, 2023
Carolyn Blunt

We’ve got the 4 of the most common questions (and answers!) when launching live chat into your business helping you to improve the customer experience, lower costs and increase sales.

Civilian Call Takers are risking lives over trained professionals in the call centre
News & Press Releases

Civilian Call Takers

August 18, 2016 Last Updated: March 20, 2020
Justin

There is a looming dispute over ACT Emergency Services call centre with the ACT union claiming civilian call takers are risking lives with plans to replace firefighters with trained call centre professionals to handle emergency calls.

Live Chat Training Tips for your call centre
Skills & Training

Live chat training tips for your call centre

July 25, 2016 Last Updated: November 30, 2019
Justin

If you offer live chat from your call centre, these 13 live chat training tips will ensure your team operate efficiently and deliver great customer service.

stop promoting call centre agents
CX Leadership Tips

Stop promoting call centre agents

August 25, 2015 Last Updated: January 7, 2020
Justin

It’s a common call centre career path but there are some compelling reasons why you need to stop promoting call centre agents into Team Leader roles.