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.
Continue readingWorkforce Management’s Cloudy Future
If you haven’t considered cloud-based workforce management by now, you could be missing out on some substantial benefits.
Continue readingAussie Contact Centre Website Racks up 25k Users
Contact Centre Central, founded by award winning industry expert Justin Tippett, reached 25,000 users recently and it’s more invaluable than ever.
Continue reading5 Ways to Improve Outbound Efficiency and Results
A question we get a lot is “How can we make our outbound teams more efficient?” We recommend focusing on these five strategies.
Continue readingAustralian Call Centre Job Site Launches
Australia now has its first employment site dedicated to contact centre jobs, ItsMyCall.com.au, boasting 11 job categories and 59 job types.
Continue readingMeet Ms Bond, Tomorrow’s Contact Centre Agent
The contact centre in 2025 will have evolve to deal with more responsibilities and far more complex issues
Continue readingCreating and Measuring KPIs in Your Contact Centre
How to assess which KPIs are really the most important when it comes to maintaining effectiveness and managing efficiency.
Continue readingHow to Efficiently Monitor Agent Roster Adherence
Tracking and measuring agent roster adherence can be an administrative burden. Here’s how to do it quickly and accurately.
Continue reading