Optimising the contact centre: lessons from COVID one year on

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...

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...

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...