Posts tagged "contact centre management"

council contact centre

The Diverse Challenges Faced in Council Contact Centres

August 24th, 2018 Posted by Contact Centre Management, Technology

Working in a council contact centre involves resolving diverse issues across 40 business units. Here’s how Kingston Council does it.

Contact centre efficiency

15 Ways to Boost Contact Centre Efficiency

May 14th, 2018 Posted by Contact Centre Management

Review our 15 contact centre efficiency ideas to see how you could improve productivity without compromising CX.

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.

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.