The closing of 2017 is the perfect time to reflect on evolving customer needs, and the impact for Contact Centres next year and beyond.
Continue readingProcess Automation: This Robot Won’t Steal Agent Jobs, it Will Make Them Better
Robotic Process Automation can work behind-the-scenes, freeing your agents to add greater value to customer interactions.
Continue readingReady to Deliver Post Christmas Customer Support?
Life doesn’t stop after Christmas, and neither must customer support. Here are five sound strategies for delivering impressive post-Christmas support.
Continue readingAgent Experience as the Foundation of Customer Experience
Delivering the right customer experience starts with your agents – and here’s how to empower them to provide excellent service, every time.
Continue readingHow Retail Contact Centres Can Help Combat the Amazon Impact
Strategies for Australian retail Contact Centres to succeed against the arrival of the American retail giant.
Continue readingFollow the Money, It Leads to Chatbots
With the imminent arrival of Amazon in Australia, chatbot technology could significantly help local retailers stand up to the retail giant. Here’s how.
Continue readingContact Centre Management Tips – Traits of Good Leaders
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.
Continue readingThe Chatbot You’re Dying to Meet
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.
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