Posts in Workforce Management

cx central

Contact Centre Central becomes CX Central

May 4th, 2018 Posted by Contact Centre Management, Workforce Management

Contact Centre Central has been relaunched as CX Central – and founder Justin Tippett has announced five new initiatives for the industry to accompany it.

Abandoned call rate

The Real Financial Impact of Abandoned Calls

March 15th, 2018 Posted by Contact Centre Management, Customer Experience, Workforce Management

Have you calculated how much revenue you’re losing from abandoned calls? Discover how to calculate it, and reduce your rate and earn more.

work from home agents

Work from Home – a viable option for Contact Centres?

February 16th, 2018 Posted by Contact Centre Management, Workforce Management

There’s an increasing trend in Contact Centres to give agents the choice to work from home, and Australian contact centres are embracing this.

Gamification in the Contact Centre

Is Gamification Right for Your Contact Centre?

January 12th, 2018 Posted by Contact Centre Management, Workforce Management

Gamification could help keep agents engaged and passionate about providing outstanding customer service. But is it the right choice for your organisation?

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.

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 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.

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.