Working in a council contact centre involves resolving diverse issues across 40 business units. Here’s how Kingston Council does it.
Continue readingThe Diverse Challenges Faced in Council Contact Centres
15 Ways to Boost Contact Centre Efficiency
Review our 15 contact centre efficiency ideas to see how you could improve productivity without compromising CX.
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?
Continue readingContact Centre Management Tips – Traits of Good Leaders
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 readingContact Centre Management Tips – Designing Automated Workflows
How to develop automated workflows to enhance the customer experience, improve efficiency and meet your operational objectives.
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 readingQuestions about the Banking Reform Incentives Programs
The new banking reform initiatives raises questions about how the incentive programs will work, and if contact centre staff will be included.
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