June 5, 2018
5 ways to implement a performance management program
Are you looking to enhance workplace productivity? A performance management program and training course can help you achieve your corporate goals.
April 30, 2018
Top tips for running a successful performance management system
Performance management systems are now an essential part of ensuring high standards of customer service in contact centers. But how can you ensure that your system runs successfully? Take a look at our tips for making your performance management a triumph. We…
April 18, 2018
How can you better engage your team?
When your employees are engaged, your business is in a position to thrive - it's as simple as that. Research shows us that organizations with high levels of engagement outperform companies with lower levels of engagement. How can managers ensure their agents…
March 22, 2018
How can you better promote accountability in your contact center?
Accountability is the backbone of quality customer service. When your contact center agents take ownership for their work, they provide higher quality interactions with their customer base. But how can leaders promote accountability within their organization.…
March 21, 2018
What are the 2 golden rules of customer experience?
Positive customer experiences are critical to cultivating a loyal following for your business. What are the key areas contact centers should be focusing on to create the best possible experience for their customers? Let's take a look at the two golden rules…
March 16, 2018
3 important goals for a new contact centre supervisor
As a new contact center supervisor, you're going to need to set a few important goals in order to establish yourself within the team and lead effectively. These are three best practice tips to start with, which include forming relationships, coaching and…
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?