Posts tagged "contact centre management"

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.

designing automated workflows

Contact Centre Management Tips – Designing Automated Workflows

October 27th, 2017 Posted by Contact Centre Management

How to develop automated workflows to enhance the customer experience, improve efficiency and meet your operational objectives.

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.

Banking Reform Incentives Program

Questions about the Banking Reform Incentives Programs

August 18th, 2017 Posted by Contact Centre Management, Customer Experience

The new banking reform initiatives raises questions about how the incentive programs will work, and if contact centre staff will be included.

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 telesales call control

When Not To Call: Outbound Call Practice

July 21st, 2017 Posted by Contact Centre Management

When is it not advisable for contact centres to call consumers? How can Contact Centre Managers quickly control campaigns to reflect events?

call centre job site launches

Australian Call Centre Job Site Launches

April 21st, 2017 Posted by Contact Centre Management, Workforce Management

Australia now has its first employment site dedicated to contact centre jobs, ItsMyCall.com.au, boasting 11 job categories and 59 job types.

cloud contact centre

What Makes a Cloud Contact Centre Leader? We Share the Numbers

April 7th, 2017 Posted by Cloud, Contact Centre Management

Aberdeen Group survey reveals that leaders in the use of cloud contact centres are achieving better business results than the followers

Are Your Outbound Contact Centre’s Activities Risky?

March 31st, 2017 Posted by Contact Centre Management

It doesn’t matter if the Contact Centre is an in-house team or a third party Australian-based or international centre operating on your behalf

contact centre in 2017

The Contact Centre in 2017

March 24th, 2017 Posted by Contact Centre Management

CCW Digital has come up with 16 things that contact centre leaders must do and Contact Center Pipeline has gathered 17 contact centre experts to share

Contact Centre Agent

Meet Ms Bond, Tomorrow’s Contact Centre Agent

March 9th, 2017 Posted by Contact Centre Management, Workforce Management

The contact centre in 2025 will have evolve to deal with more responsibilities and far more complex issues

contact centre workers

What About the Workers? A New Kind of Contact Centre Survey

February 16th, 2017 Posted by Contact Centre Management

What about the little, and not-so-little things that can make a difference to an often stressful and demanding job where they are closely monitored

Contact Centre KPIs

Creating and Measuring KPIs in Your Contact Centre

October 21st, 2016 Posted by Business Intelligence, Contact Centre Management, Workforce Management
The old adage “You Can’t Manage What You Can’t Measure” is very relevant in the Contact Centre environment. Typically each area has (more…)