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

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.

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

When it comes to keeping staff morale and customer experience up, solid data can play a pivotal role.

Delivering the ultimate customer experience can be a complex undertaking. Here are the first four of eight fundamentals for success.

Building a quality relationship with your customers is no different to any other. It’s all about really knowing what your customers want.

Yes, it’s a thing. And if you want a lucrative slice of it, there are a few things you need to know.

While creating a great customer experience is all the rage, there’s still too big a gap between expectations and reality.