Monthly Archives: April, 2017

contact centre costs

Does Better Customer Service Really Increase Costs?

April 28th, 2017 Posted by Steve Fitzgerald 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?

Tags: contact centre costs, contact centre KPIs, improving customer service, reducing contact centre costs

call centre job site launches

Australian Call Centre Job Site Launches

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

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

Tags: Cloud Contact Centre, contact centre, contact centre management, customer experience

Contact Centre Technology Features

The Inbound Contact Centre Technology Features Bucket List

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

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

Tags: cloud contact centre features, contact centre technical features, contact centre technology

cloud contact centre

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

April 7th, 2017 Posted by Steve Fitzgerald 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

Tags: Cloud Contact Centre, contact centre management

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