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

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

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

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