Posts in Contact Centre Management

post christmas customer support

Ready to Deliver Post Christmas Customer Support?

December 8th, 2017 Posted by Contact Centre Management, Customer Experience, Self Service

Life doesn’t stop after Christmas, and neither must customer support. Here are five sound strategies for delivering impressive post-Christmas support.

Agent experience

Agent Experience as the Foundation of Customer Experience

December 1st, 2017 Posted by Contact Centre Management, Customer Experience, Technology

Delivering the right customer experience starts with your agents – and here’s how to empower them to provide excellent service, every time.

Leading a team of people can be like herding cats

Contact Centre Management Tips – Traits of Good Leaders

November 10th, 2017 Posted by Contact Centre Management, Workforce Management

Being a good leader is a key element in seeing your contact centre achieve success, time and again. Here are our six tips on great contact centre leadership.

designing automated workflows

Contact Centre Management Tips – Designing Automated Workflows

October 27th, 2017 Posted by Contact Centre Management

How to develop automated workflows to enhance the customer experience, improve efficiency and meet your operational objectives.

Philippines contact centre industry

Philippines contact centre industry: glass half full, or half empty?

October 20th, 2017 Posted by Contact Centre Management

Is the biggest outsourced contact centre industry in the world facing steady decline, or the opportunity to upskill their community?

workforce management

Workforce Management’s Cloudy Future

September 22nd, 2017 Posted by Cloud, Contact Centre Management, Workforce Management

If you haven’t considered cloud-based workforce management by now, you could be missing out on some substantial benefits.

Contact Centre data

How to Easily Display the Contact Centre Data You Really Need

September 15th, 2017 Posted by Business Intelligence, Contact Centre Management

Now, Contact Centre data can be displayed exactly how you want it. No need to wait for the IT Department or to pay for customisation.

Call Centre waiting times

How to Reduce Call Centre Waiting Times

September 8th, 2017 Posted by Contact Centre Management

Consumers are increasingly frustrated with the time spent waiting in call centres queues. Read our 7 tips for reducing waiting times in Contact Centres.

Banking Reform Incentives Program

Questions about the Banking Reform Incentives Programs

August 18th, 2017 Posted by Contact Centre Management, Customer Experience

The new banking reform initiatives raises questions about how the incentive programs will work, and if contact centre staff will be included.

contact centre central

Aussie Contact Centre Website Racks up 25k Users

August 2nd, 2017 Posted by Contact Centre Management, Workforce Management

Contact Centre Central, founded by award winning industry expert Justin Tippett, reached 25,000 users recently and it’s more invaluable than ever.

first call resolution

How to Implement and Measure First Call Resolution Effectively

July 27th, 2017 Posted by Contact Centre Management, Customer Experience

First Call Resolution Rate (FCR) is considered to be perhaps the most important metric – but are you measuring it correctly?

outbound telesales call control

When Not To Call: Outbound Call Practice

July 21st, 2017 Posted by Contact Centre Management

When is it not advisable for contact centres to call consumers? How can Contact Centre Managers quickly control campaigns to reflect events?

New Normal in contact centres

The “New Normal” for Contact Centres and Business Operations

July 14th, 2017 Posted by Contact Centre Management, Customer Experience, Mobility, Multi Channel

Contact Centres need to adapt to the new “normal” way of doing business, or face losing customers. Normal now, is very different to 5 years ago.

Knowledge Management

In Praise of Knowledge Management

June 16th, 2017 Posted by Contact Centre Management, Customer Experience

Smash KPIs and improve CX using integrated knowledge management to keep Contact Centre team members informed and better equipped to to assist customers.

contact centre training

How Effective is your Contact Centre Training?

June 9th, 2017 Posted by Contact Centre Management, Customer Experience

Team performance can make or break customer experience, and training is vital in ensuring your contact centre staff stay engaged and deliver exceptional service.

The chatbots are coming

Contact Centre of the Future: The Chatbots Are Coming

June 2nd, 2017 Posted by Contact Centre Management, Customer Experience, Technology

The Contact Centre technology that you definitely need to consider: lower costs, increase productivity, and improve agent morale, all with the humble chatbot.

PCP Multichannel Agent Desktop

Using Webchat Effectively in Contact Centres

May 25th, 2017 Posted by Contact Centre Management, Customer Experience, Multi Channel

If you’ve not yet fully embraced webchat in your contact centre, it’s time to take it seriously. 7 tips for effective management.

outbound performance

5 Ways to Improve Outbound Efficiency and Results

May 12th, 2017 Posted by Contact Centre Management, Workforce Management

A question we get a lot is “How can we make our outbound teams more efficient?” We recommend focusing on these five strategies.

contact centre costs

Does Better Customer Service Really Increase Costs?

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

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 Contact Centre Management, Workforce Management

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

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

Are Your Outbound Contact Centre’s Activities Risky?

March 31st, 2017 Posted by Contact Centre Management

It doesn’t matter if the Contact Centre is an in-house team or a third party Australian-based or international centre operating on your behalf

contact centre in 2017

The Contact Centre in 2017

March 24th, 2017 Posted by Contact Centre Management

CCW Digital has come up with 16 things that contact centre leaders must do and Contact Center Pipeline has gathered 17 contact centre experts to share

Challenges of Improving CX

The Challenges of Improving CX

March 16th, 2017 Posted by Contact Centre Management, Customer Experience
Customer Experience (CX) has become the prime competitive differentiator, there’s no argument about that. However implementing and delivering a (more…)

Contact Centre Agent

Meet Ms Bond, Tomorrow’s Contact Centre Agent

March 9th, 2017 Posted by Contact Centre Management, Workforce Management

The contact centre in 2025 will have evolve to deal with more responsibilities and far more complex issues

technology change management

Help Your Contact Centre Teams Embrace Technology Change

February 20th, 2017 Posted by Contact Centre Management
Embracing change is not something that most of us do with ease, particularly when it comes to new technology. Have you ever (more…)

contact centre workers

What About the Workers? A New Kind of Contact Centre Survey

February 16th, 2017 Posted by Contact Centre Management

What about the little, and not-so-little things that can make a difference to an often stressful and demanding job where they are closely monitored

Contact Centre KPIs

Creating and Measuring KPIs in Your Contact Centre

October 21st, 2016 Posted by Business Intelligence, Contact Centre Management, Workforce Management
The old adage “You Can’t Manage What You Can’t Measure” is very relevant in the Contact Centre environment. Typically each area has (more…)

Customer Experience Management

Are Contact Centres the Hub of CX Management?

October 11th, 2016 Posted by Contact Centre Management, Customer Experience, Customer Loyalty
Since the beginning of time, when the contact centre became the front line of customer interaction, it is has been considered a cost centre and operational necessity, rather than a (more…)