Monthly Archives: April, 2017

contact centre costs

Does Better Customer Service Really Increase Costs?

April 28th, 2017 Posted by Customer Experience, Contact Centre Management

Do contact centre costs increase when staff focus on improving first call resolution rather than average call time and no of calls?

call centre job site launches

Australian Call Centre Job Site Launches

April 21st, 2017 Posted by Workforce Management, Contact Centre Management

Australia now has its first employment site dedicated to contact centre jobs,, boasting 11 job categories and 59 job types.

Contact Centre Technology Features

The Inbound Contact Centre Technology Features Bucket List

April 13th, 2017 Posted by Cloud, Self Service, Technology

Contact Centre technical bucket list; discover the ten “Essential” and “Good to Have” inbound technology features you need

cloud contact centre

What Makes a Cloud Contact Centre Leader? We Share the Numbers

April 7th, 2017 Posted by Cloud, Contact Centre Management

Aberdeen Group survey reveals that leaders in the use of cloud contact centres are achieving better business results than the followers