Yearly Archives: 2017

Contact Centre Predictions 2018

What are customers expecting from Contact Centres in 2018?

December 21st, 2017 Posted by Customer Experience, Mobility, Multi Channel, Self Service

The closing of 2017 is the perfect time to reflect on evolving customer needs, and the impact for Contact Centres next year and beyond.

process automation

Process Automation: This Robot Won’t Steal Agent Jobs, it Will Make Them Better

December 15th, 2017 Posted by Technology, Customer Experience

Robotic Process Automation can work behind-the-scenes, freeing your agents to add greater value to customer interactions.

post christmas customer support

Ready to Deliver Post Christmas Customer Support?

December 8th, 2017 Posted by Customer Experience, Contact Centre Management, Self Service

Life doesn’t stop after Christmas, and neither must customer support. Here are five sound strategies for delivering impressive post-Christmas support.

Agent experience

Agent Experience as the Foundation of Customer Experience

December 1st, 2017 Posted by Customer Experience, Contact Centre Management, Technology

Delivering the right customer experience starts with your agents – and here’s how to empower them to provide excellent service, every time.

Online shopping

How Retail Contact Centres Can Help Combat the Amazon Impact

November 24th, 2017 Posted by Customer Experience, Customer Loyalty

Strategies for Australian retail Contact Centres to succeed against the arrival of the American retail giant.

Follow the money to chatbots

Follow the Money, It Leads to Chatbots

November 17th, 2017 Posted by Customer Experience, Multi Channel, Technology

With the imminent arrival of Amazon in Australia, chatbot technology could significantly help local retailers stand up to the retail giant. Here’s how.

Leading a team of people can be like herding cats

Contact Centre Management Tips – Traits of Good Leaders

November 10th, 2017 Posted by Contact Centre Management, Workforce Management

Being a good leader is a key element in seeing your contact centre achieve success, time and again. Here are our six tips on great contact centre leadership.

Griefbot

The Chatbot You’re Dying to Meet

November 3rd, 2017 Posted by Customer Experience, Technology

The griefbot is the newest form of chatbot to help customers at sensitive times. In contact centres Robotic Process Automation helps staff with low value admin tasks.