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As a business leader, you understand the importance that satisfied customers are to your business. Satisfied customers will not only spend more, they will purchase more often, will generate positive word-of-mouth and referral sales, and will have a decreased barrier to purchasing. Additionally, there are internal benefits of happy and engaged employees. What methods can […]

How satisfied are your customers? When your customers call you, what level of service are they experiencing? Did you know that linking your call centre and your Customer Relationship Management (CRM) system can not only improve customer service levels, it can create cost savings for your business?

Cloud contact centres can offer significant financial benefits, such as a usage-based pricing model and lower costs. Read the five steps to successfully move your contact centre to the cloud here!

Driving efficiency in your outbound contact centre is a constant challenge – where a 5% difference in performance can materially affect the bottom line. If you run an outbound contact centre, then these simple tips can help you stop making outbound contact centre bunders that are costing you customers and revenue.

When running a call centre, there are many tools in place that can assist in making your centre more efficient and maintaining your customer service levels. Find out why we recommend you to implement a Workforce Management tool.

The process of call routing in call centres is where an incoming call is directed to a specified call centre agent and the respective queue they are placed into. When done correctly, inbound call routing can improve customer service and increase sales.

We regularly see news articles describing the pressure businesses are under to reduce costs and grow revenue. However, these commentaries rarely offer solutions to the challenge, leaving the audience scratching their heads wondering: where to from here? In Asia, the need to address costs continues to be one of the highest concerns of any business. […]

It’s no secret that Gen-Y is not like any generation before them. They have grown up as digital natives with technology and social platforms a key part of their lives. The challenge this presents for companies is how do you develop a personal relationship with them when they don’t want to speak to you or […]

Quoted by one of our clients; Adrian Turner, Head of Sales at Freedom Insurance. To generate consistently outstanding results, a contact centre needs a top notch centre manager. And they’re not easy to come by. The best managers possess a wide variety of technical and strategic skills along with a set of specific personal traits that […]

When most people think of a contact centre they think of rows and rows of staff sitting in an office answering calls. But it’s time this archaic and inefficient view had an overhaul. A contact centre should not be a phone bank that merely waits for people to phone in with a complaint, it should […]