With the rise in self-service, customers are reserving complex queries for the phone, which means staff need more training.
Continue readingPremier Contact Point’s “Work from Home” Report
If working from home is now the norm, what can organisations do to maintain customer service levels with remotely located staff?
Continue readingThe new talent pool changing contact centre recruitment strategies
The rise of remote workforces has opened up the talent pool and is changing contact centres’ recruitment strategies.
Continue readingHow to quickly enable your customer service staff to work from home
The rapid spread of COVID-19 has forced workplaces to take urgent action to allow staff to work from home.
Continue readingContact Centre Central becomes CX Central
Contact Centre Central has been relaunched as CX Central – and founder Justin Tippett has announced five new initiatives for the industry to accompany it.
Continue readingThe Real Financial Impact of Abandoned Calls
Have you calculated how much revenue you’re losing from abandoned calls? Discover how to calculate it, and reduce your rate and earn more.
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 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?
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