Working in a council contact centre involves resolving diverse issues across 40 business units. Here’s how Kingston Council does it.
Review our 15 contact centre efficiency ideas to see how you could improve productivity without compromising CX.
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 could help keep agents engaged and passionate about providing outstanding customer service. But is it the right choice for your organisation?
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.
How to develop automated workflows to enhance the customer experience, improve efficiency and meet your operational objectives.
If you haven’t considered cloud-based workforce management by now, you could be missing out on some substantial benefits.
The new banking reform initiatives raises questions about how the incentive programs will work, and if contact centre staff will be included.
