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4 Major Benefits of a Knowledge Management System

4 Major Benefits of a Knowledge Management System

How your call centre gathers, stores and shares knowledge can have a critical impact. By making your business knowledge easily accessible to your agents, you can improve your customer experience, boost innovation, and secure...
Daniel Harding

Daniel Harding

5 mins read
Predictive vs Progressive Diallers: Understanding the Differences

Predictive vs Progressive Diallers: Understanding the Differences

Automation is poised to bring a productivity boost worth $2.2 billion to the Australian economy. Across a wide range of sectors, advanced digital solutions are transforming how businesses operate – and call centres are no...
Daniel Harding

Daniel Harding

9 mins read
Call Centre Report Examples

Call Centre Report Examples

We live in the era of big data, where companies have access to unprecedented amounts of information to support their decision-making. For call centres, access to real-time data on agent performance and customer satisfaction can...
Daniel Harding

Daniel Harding

13 mins read
7 Key Ways to Improve Your Customer Experience (CX)

7 Key Ways to Improve Your Customer Experience (CX)

An effective customer experience (CX) is fundamental to attracting and retaining customers. 80% of customers now say that experience is as important as a company’s products and services. If you’re not meeting their expectations,...
Daniel Harding

Daniel Harding

10 mins read
What is a Good Average Handle Time (AHT)?

What is a Good Average Handle Time (AHT)?

If your customers are seeking support, the last thing they want is to be left waiting. The sooner their issues are resolved, the happier they’ll be. In fact, customers are 2.4x more likely to stay with a company that solves...
Daniel Harding

Daniel Harding

8 mins read
What is an Abandoned Call?

What is an Abandoned Call?

Customers who call your company for support expect prompt and effective service. If they’re left waiting in a queue or find themselves transferred between multiple departments, they might end the call before they speak to anyone....
Daniel Harding

Daniel Harding

8 mins read
What are the Responsibilities of a Call Centre Manager?

What are the Responsibilities of a Call Centre Manager?

A call centre manager is essential to the smooth running of your call centre. They are responsible for a broad range of business-critical tasks, from monitoring performance metrics to implementing process improvements and...
Daniel Harding

Daniel Harding

5 mins read
Inbound Call Centre Agent Duties and Responsibilities

Inbound Call Centre Agent Duties and Responsibilities

Inbound call centre agents are on the frontline of your business – and it’s hard to overstate their importance.
Daniel Harding

Daniel Harding

11 mins read
What is a Suppression List?

What is a Suppression List?

Email is now the top driver of sales for consumers in Australia and New Zealand, making it an essential component of any outbound marketing strategy.
Daniel Harding

Daniel Harding

8 mins read