Posts by Premier Technologies

Managing a remote contact centre team

Remote Control: keep staff playing their A-game while working from home

June 3rd, 2020 Posted by Contact Centre Management

How do you keep your contact centre running under remote working conditions, maintain your high customer experience standards, and give your agents the support they need?

Process control and automation

Process control and automation: Emerging tech and the customer experience

May 22nd, 2020 Posted by Technology

Process control and automation technologies are coming to the fore as contact centres strive to boost their customer experience.

CX best practice in Australia

What’s CX best practice in Australia?

May 1st, 2020 Posted by Customer Experience

Until now, contact centre benchmarking stats and reports have been heavily US-focused. But what’s CX best practice in Australia?

manage angry customers

Turning that frown upside down: How to manage an angry customer

April 17th, 2020 Posted by Customer Experience

There are good ways and bad to manage an angry customer. We share our thoughts on how to turn the tirade, and boost customer rapport.

Delivering the ultimate customer experience

8 fundamentals for delivering the ultimate CX – part 2

April 3rd, 2020 Posted by Customer Experience

In Part 2 of our post on delivering the ultimate customer experience, we cover the last four fundamentals to getting things right.

work from home

How to quickly enable your customer service staff to work from home

March 23rd, 2020 Posted by Cloud, Contact Centre Management, Workforce Management

The rapid spread of COVID-19 has forced workplaces to take urgent action to allow staff to work from home.

Call centre wait times

Love Your Data: Putting Your Call Centre Wait Times to Work

November 8th, 2019 Posted by Contact Centre Management

Put your call centre wait times to good use so you can give your customers more of what they want, and less of what they don’t.

IVR design best practice

Keeping It Simple: IVR Design Best Practice

October 25th, 2019 Posted by Self Service

See the core principles of Best Practice in IVR Design – things you must get right if you’re going to get your CX right.