October 3, 2016Last Updated: February 10, 2019 Carolyn Blunt0
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.
August 18, 2016Last Updated: January 13, 2019 CX Central0
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.
July 25, 2016Last Updated: November 30, 2019 CX Central0
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.
August 25, 2015Last Updated: December 23, 2018 CX Central0
Its something a lot of call centres are guilty of but there is a reason we need to stop promoting the wrong people – its killing your business. Often the best call centre agent is the one getting a promotion into a team leader role, but they are numerous reasons why that could be the worst choice.
August 24, 2015Last Updated: November 24, 2019 CX Central0
Most companies realise an induction program is critical, but ongoing contact centre training and development can be even more fundamental for long term success.
November 27, 2014Last Updated: February 11, 2019 CX Central0
They perform one of the hardest jobs in the call centre so we’ve got 4 tips to developing effective Team Leaders in your business to ensure they are ready to lead you teams and balance the needs of the business whilst ensuring the staff remain engaged. No easy task!
