Discover a wealth of insightful materials meticulously crafted to provide you with a comprehensive understanding of the latest trends.
With each new technical innovation, customers are evolving their communication preferences. With email, Web Chat, SMS, and social media as the normal medium, the traditional voice channels can sometimes be less in demand. Traditional contact centres need to adapt to meet the needs of the ever-changing environment by expanding their available options to embrace omni-channel […]
Today’s world is one of instant gratification. We communicate by text and instant messaging. We bank online. We ‘tap and go’ at the supermarket. We’re connected everywhere, all the time, through WiFi and internet data on ever-present mobile phones that have somehow welded themselves to the human body. Considering the nature of our digital culture […]
A business can be like a leaky bucket. Marketing teams work constantly to pour new customers in the top, spending time and money on campaigns, but if there are holes, customers are always going to leave and need to be replaced. Of course, this is not the functioning of an ideal business model; ideally, new […]
As the use of statistics becomes more commonplace, clued up organisations are using analytics to make informed decisions to improve business efficiency. Here is a round-up of five common mistakes made when implementing Business Analytics and how they can be avoided
Imagine you’ve finally finished packing your bags for that big overseas holidays. After months of planning, saving and researching, you’re finally ready to get on that plane and spend three weeks in paradise. That is until you get to the airport to find your flight has been delayed. Or even worse, cancelled. None of which […]
It is important for businesses to be able to scale services quickly in times of high demand and to meet customer need. The ability to do so is crucial to business success, no matter what your size. Telstra is a prime example of a business that has recognised the importance of this and has opted […]
We recently hosted our first industry breakfast in Brisbane, with special guest Luke Traini, CEO of RSL Queensland.
Recent advancements in artificial intelligence (AI) are predicted to have a colossal impact on the contact centre sector.
It’s no secret that we are creatures motivated by reward. Whether that reward is stars on a chart during primary school, or even just recognition when we let another person into our lane in crowded traffic, the fact remains that we are far more interested in positive reinforcement than negative. So why have we lost […]
If you’ve contacted a company via the telephone in the past few years, there is an increasing likelihood that you’d be speaking to an older Australian on the other end of the line. While the total number of contact centre jobs has contracted during the past decade, the number of older Australians working in contact […]
