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Making your contact centre more flexible makes sense

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Making your contact centre more flexible makes sense

Wondering how to plan your contact centre operations in the face of an unprecedented number of unknowns? You and half the country. Decision makers around Australia are exploring ways to increase the flexibility of their...
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2 mins read
Making the most of your long hours contact centre

Tips, Resources

Making the most of your long hours contact centre

Wondering whether it might be worthwhile keeping your contact centre open for longer? There can be significant benefits to doing so. If you regularly receive a large number of after-hours calls or you see an opportunity to sign...
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2 mins read
2021 Predictions for Contact Centres

Tips, Resources

2021 Predictions for Contact Centres

Readying your contact centre for the new year
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2 mins read
Locking it down: why security matters when agents are scattered

Software, Tips

Locking it down: why security matters when agents are scattered

Have your contact centre agents been working from home, some or all of the time, since the pandemic began shutting down industries and workplaces?
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2 mins read
Why the Federal Government has given Aussie contact centres a fillip

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Why the Federal Government has given Aussie contact centres a fillip

This year has been a disruptive and challenging one for thousands of Australian businesses and business owners. COVID-19 has created an overnight recession, the likes of which we haven’t seen for decades, and when times will...
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2 mins read
Sidestepping the most common omnichannel pain points

Software, Tips

Sidestepping the most common omnichannel pain points

An omni-channel contact centre – industry jargon for a platform which connects with customers via telephone, email, web chat and SMS – can be a powerful asset for small and medium businesses.
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2 mins read
Recruiting agents who’ll stick around: 5 tips

Tips, Resources

Recruiting agents who’ll stick around: 5 tips

High employee turnover rates are common in contact centres and understandably so. Outbound sales isn’t for everyone and nor is working nights and weekends, as many do in long hours centres. Cranky customers can also take a toll...
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2 mins read
Why a cut price contact centre could cost your SME dear

Software, Tips

Why a cut price contact centre could cost your SME dear

Preparing to upgrade your contact centre and trying to decide whether to use a cheap or free open source solution, or invest rather more on a platform from an established vendor?
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2 mins read
Boost Efficiency: 6 Steps with a Cloud Contact Centre

Software, Tips

Boost Efficiency: 6 Steps with a Cloud Contact Centre

Boosting efficiency and customer experience with a cloud contact centre: 6 steps
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2 mins read