How to manage sudden absence in an Australian contact centre

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

6 technology trends coming to future Australian contact centres

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

3 contact centre strategies to adopt for Generation Z customers

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

What are the benefits of taking a workforce management course?

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.