Latest News

How to manage millennial contact center agents’ performance

Published 2nd March, 2018

By 2020, millennials will comprise half the workforce. But in an industry with as traditionally high turnover as contact centers, how are local managers to motivate and manage these younger agents? Our three techniques of technology, development and communication will help.

Read More

How to manage sudden absence in the contact center

Published 18th January, 2018

Aging software, low staff motivation and a lack of empathy can cause sudden absences. But with an action plan, contact centers can cope.

Read More

6 technology trends coming to contact centers

Published 18th January, 2018

The world is changing rapidly, and businesses need to keep up. These are our predictions for the future tech trends facing the contact center space.

Read More

3 contact center strategies to adopt for Generation Z customers

Published 18th January, 2018

Contact centers can’t treat Generation Z like their older counterparts. So what strategies can managers adopt for this tech-savvy generation?

Read More

What are the benefits of taking a workforce management course?

Published 18th January, 2018

Workforce management tools are vital to contact centers, but there’s little point investing in a WFM solution if your staff don’t know how to use it. Programs like Call Design’s Workforce Management Essentials course provide insight and additional knowledge.

Read More

Meltdown and Spectre Vulnerabilities – Call Design’s Position

Published 12th January, 2018

On the 3rd of January 2018, three new vulnerabilities were released that have been grouped together and called Spectre and Meltdown. These are not traditional software based vulnerabilities but are inherent in the very fabric of modern Intel and ARM…

Read More

Blue APACHE Case Study – Call Design

Published 4th December, 2017

Case Study – Call Design

Read More

Recent “WannaCry” Ransomware Attacks & Call Design

Published 26th May, 2017

In regards to recent reports of ‘one of the largest cyberattacks of its kind’ that impacted healthcare and communications systems in over 100 countries bringing many essential business to a halt, Call Design’s Executive Director and CIO, Mr Peter Salmon…

Read More

Worldwide Debut of Aspect Via

Published 29th March, 2017

iSelect, Call Design, and Aspect are excited and proud to announce the worldwide debut of Aspect Via. Yesterday afternoon (28 March 2017 at 1:11pm AEDT) iSelect agents received the first production phone calls onto the new Via platform. The plan…

Read More