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Older agents, better service?

Older agents, better service?

Has your business struggled to find and keep good contact centre staff? It’s a common problem. Here in Australia, the average agent moves on after less than two years. Constant comings and goings in the contact centre are disruptive and costly and they don’t make for...

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Optimise and grow as the economy bounces back

Optimise and grow as the economy bounces back

Made it through last year and feeling reasonably optimistic about the future? While Australia’s recovery is still a work in progress, things seem to be moving in the right direction. Government investment in infrastructure and the HomeBuilder Scheme have created a...

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Five common contact centre planning mistakes

Five common contact centre planning mistakes

Preparing to overhaul your contact centre this year? A resilient, well run operation is a powerful asset that can help keep your enterprise ticking over, regardless of what’s unfolding in the wider world. Many Australian business leaders learnt the hard way that their...

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2021 Predictions for Contact Centres

2021 Predictions for Contact Centres

Readying your contact centre for the new year It’s been a tough 12 months. COVID has knocked societies and economies for six and created challenges aplenty for business leaders. It’s also delivered a timely reminder of the critical role contact centres play in...

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