Latest News

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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How to manage sudden absence in an Australian contact centre

Published 18th January, 2018

Ageing software, low staff motivation and a lack of empathy can cause sudden absences. But with an action plan, Australian contact centres can cope.

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6 technology trends coming to future Australian contact centres

Published 18th January, 2018

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.

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3 contact centre strategies to adopt for Generation Z customers

Published 18th January, 2018

Australian contact centres can’t treat Generation Z like their older counterparts. So what strategies can managers adopt for this tech-savvy generation?

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What are the benefits of taking a workforce management course?

Published 18th January, 2018

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.

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Meltdown and Spectre Vulnerabilities – Call Design’s Position

Published 12th January, 2018

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…

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Blue APACHE Case Study – Call Design

Published 4th December, 2017

Case Study – Call Design

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