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Why the Federal Government has given Aussies contact centres a fillip
This year has been a disruptive and challenging one for thousands of Australian businesses and business owners. COVID-19 has created an overnight recession, the likes of which we haven’t seen for decades, and when times will improve remains anyone’s guess. Handed down...
Sidestepping the most common omni-channel pain points
An omni-channel contact centre – industry jargon for a platform which connects with customers via telephone, email, web chat and SMS – can be a powerful asset for small and medium businesses. Going omni provides new opportunities to reach your customers and can help...
Recruiting agents who’ll stick around: 5 tips
High employee turnover rates are common in contact centres and understandably so. Outbound sales isn’t for everyone and nor is working nights and weekends, as many do in long hours centres. Cranky customers can also take a toll on motivation and morale over the long...
Why a cut price contact centre could cost your SME dear
Preparing to upgrade your contact centre and trying to decide whether to use a cheap or free open source solution, or invest rather more on a platform from an established vendor? Saving money is an imperative for most businesses in today’s tough times. But scrimping...
Boosting efficiency and customer experience with a cloud contact centre: 6 steps
Boosting efficiency and customer experience with a cloud contact centre: 6 steps Business continuity concerns have prompted many Australian and New Zealand organisations to consider switching to a cloud contact centre. If yours is among them, here are some tips to...
In tough times, your contact centre can be key to a cracking customer experience
Australian companies are alive to the fact that their contact centres can help deliver better customer experiences. Another week, another announcement from an Australian company preparing to repatriate its contact centre operations, to improve customer support. This...