Customer service and customer experience may sound like they encompass the same ideas, but there are also crucial differences. This article explains.
Looking for ways to improve your staff management? Great software can centralise your all-important company data, saving you time and keeping standards high.
Net Promoter Scores© provide a valuable metric for businesses. But what does a good Net Promoter Score© look like, and how can you improve yours?
Agent engagement means more than just happy customers. Here’s how interested and invested employees will impact your business now, and in the future.
As we embrace digital technology and the millennial workforce, traditional ideas around team work need updating. This article will tell you more.
Consistently high quality customer interactions are key to business. Here’s how aligning goals and empowering agents can benefit your contact centre.
With the contingent workforce continuing to rise in Australia, it’s vital that managers understand how this sector operates, and how to harness its potential.
Performance management has undergone significant change in recent years. But what is the importance of good performance management to your business?