Inbound vs. outbound contact center channels

The lines between inbound and outbound contact centers have blurred, and more channels are available than ever before. So what channels should your agents use?

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How to measure good customer service

Quantifying your customer service is essential to maintain standards and further improve. So how can you effectively quantify your process?

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4 features to look for in your next workforce planning tool

If you're in the market for a new workforce planning tool, you need a suite that is future proofed, easy to access and use, and packs bang for buck.

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Retaining staff: A guide for contact center managers

Attrition among contact centre staff is an ongoing problem for managers, but what can you do about it? Here are a few ideas.

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Absence management: Methods for reducing worker absenteeism

Absenteeism is a problem in Australia, and could be costing your business. To solve this issue, try these absence management best practices.

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Terminology 101: Customer service vs customer experience

Customer service and customer experience may sound like they encompass the same ideas, but there are also crucial differences. This article explains.

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