It is impossible to turn on the news or pick up a newspaper and not hear about the current skills shortage in Australia. According to the July 2022 Australian Bureau of...

Digital-first has changed how we interact with customers and has defined new ways of working, new channels to manage, and a range of new agent skill sets – are you ready to...

Over the past couple of years, all of the research around the impacts of Covid and new ways of interacting, point toward the dramatic rise of digital channels. Whether you...

We have been seeing some common CX themes emerge from the current research on how the changes that have impacted CX this year will continue to impact it moving forward. Here's a...

In collaboration with our partners at USU, we recently released a report on "Using Decision Trees in Customer Service" – so we thought we'd summarise some of the key takeaways....

Workforce Management, at its core, is a process to manage existing resources most cost-effectively and help plan future resourcing requirements across both skill and number. A...

Workforce Management is a critical element in managing any contact centre. It ensures the right people are allocated to the right channel at the right time to meet customer...

Without a doubt, the expansion in self-service and digital channels has been one of the defining factors of the COVID era. Organisations have moved fast to deliver new channels...

Our partners, USU, recently released a whitepaper on ‘Next Generation Chatbots’, so we thought we would summarise some of our key takeaways from it for you. However, if you are...

Increasingly, I’m seeing Contact Centre clients relook at what’s required to meet the changes the industry is facing. With a big part of this involving their internal capability...

Most of the current literature on contact centre trends highlights the move to a work from home environment and it is likely to continue in some form as the world continues to...