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…
In regards to recent reports of ‘one of the largest cyberattacks of its kind’ that impacted healthcare and communications systems in over 100 countries bringing many essential business to a halt, Call Design’s Executive Director and CIO, Mr Peter Salmon…