Accountability is the backbone of quality customer service. When your call centre agents take ownership for their work they provide higher quality interactions with their customer base. But how can leaders promote accountability within their organisation. This article will give you some actionable tips.
Positive customer experiences are critical to cultivating a loyal following for your business. What are the key areas contact centres should be focusing on to create the best possible experience for their customers? Let’s take a look at the two golden rules and how Call Design can help.
As a new contact centre 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 challenging agent issues.
Whilst strictly the NDB scheme applies to data breaches involving personal information that is likely to result in serious harm, we take the position that we are not always in a position to assess the harm that disclosure of our…
By 2020, millennials will comprise nearly half of Australia’s workforce. But in an industry with as traditionally high turnover as contact centres, how are local managers to motivate and manage these younger agents? Our three techniques of technology, development and communication will help.
Ageing software, low staff motivation and a lack of empathy can cause sudden absences. But with an action plan, Australian contact centres can cope.
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.
Australian contact centres can’t treat Generation Z like their older counterparts. So what strategies can managers adopt for this tech-savvy generation?
Workforce management tools are vital to Australian contact centres, 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.
On the 3rd of January 2018, three new vulnerabilities were released that have been grouped together and called Spectre and Meltdown. These are not traditional software based vulnerabilities but are inherent in the very fabric of modern Intel and ARM…