The Australian Notifiable Data Breaches scheme came into force on 22 February 2018; are you ready for how it will affect your organisation?
Continue readingWork from Home – a viable option for Contact Centres?
There’s an increasing trend in Contact Centres to give agents the choice to work from home, and Australian contact centres are embracing this.
Continue readingDeep Learning Will Deliver Benefits Beyond AI
It’s easy to get caught up in the hype for Artificial Intelligence; but are you aware of Deep Learning, and how it can benefit your contact centre beyond AI?
Continue readingWhat are the GDPR implications for Australian contact centres?
The GDPR, a major data protection regulatory change in Europe, comes into force in May 2018. What are the implications for Australian contact centres?
Continue readingIf You Think You Understand Customers, Try Again
We may think we understand consumer behaviour, but do we truly know enough to translate this into new products, services, or ways of doing business? Great question, that KPMG has addressed.
Continue reading96% of consumers say Customer Service influences their brand choice and loyalty
Microsoft’s 2017 State Of Global Customer Service Report reveals the survey results of 5000 consumers in five countries, and the implications for Contact Centres.
Continue readingIs Gamification Right for Your Contact Centre?
Gamification could help keep agents engaged and passionate about providing outstanding customer service. But is it the right choice for your organisation?
Continue readingHealthCare: 3 Tips for Improving Patient Experience
The patient experience has become an important factor for consumers deciding which healthcare provider they will use.
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