How to measure good customer service

Quantifying your customer service is essential to maintain standards and further improve. So how can you effectively quantify your process?

4 features to look for in your next workforce planning tool

If you're in the market for a new workforce planning tool, you need a suite that is future proofed, easy to access and use, and packs bang for buck.

Retaining staff: A guide for contact centre managers

Attrition among contact centre staff is an ongoing problem for managers, but what can you do about it? Here are a few ideas.

Absence management: Methods for reducing worker absenteeism

Absenteeism is a problem in Australia, and could be costing your business. To solve this issue, try these absence management best practices.

Terminology 101: Customer service vs customer experience

Customer service and customer experience may sound like they encompass the same ideas, but there are also crucial differences. This article explains.