March 2, 2018
How to manage millennial contact centre agents’ performance
By 2020, millennials will comprise half the workforce. But in an industry with as traditionally high turnover as contact centers, how are local managers to motivate and manage these younger agents? Our three techniques of technology, development and…
January 18, 2018
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.
January 18, 2018
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.
January 18, 2018
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?