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Wondering how to plan your contact centre operations in the face of an unprecedented number of unknowns? You and half the country. Decision makers around Australia are exploring ways to increase the flexibility of their operations, to ensure they’re ready to respond...

Wondering whether it might be worthwhile keeping your contact centre open for longer? There can be significant benefits to doing so. If you regularly receive a large number of after-hours calls or you see an opportunity to sign up additional customers and collect...

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...

Have your contact centre agents been working from home, some or all of the time, since the pandemic began shutting down industries and workplaces? Remote working has been critical to business continuity for thousands of Australian organisations, some of which were ill...

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...

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...

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...

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 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...

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...