March 2018

How can you better promote accountability in your contact centre?

Published 22nd March, 2018

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. 

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What are the 2 golden rules of customer experience?

Published 21st March, 2018

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.

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3 important goals for a new contact centre supervisor

Published 16th March, 2018

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.

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Australia’s Mandatory Data Breach Notification Scheme – Call Design’s Position

Published 13th March, 2018

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…

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How to manage millennial contact centre agents’ performance

Published 2nd March, 2018

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.

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