Contact centres have changed dramatically in the past few years. Hybrid work, digital channels, AI-enabled tools and rising customer expectations have reshaped how centres operate. Yet one thing hasn’t kept pace in many Australian organisations: how managers are...
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 reference the McKinsey Global Digital Sentiments Insight Survey, Forrester or Gartner research,...
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 quick roundup of the key trends to look out for. CX needs to be more proactive, cover...
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. If you'd like to read it in full, let us know! We'd be more than happy to send you a copy....
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 robust forecast underpins your ability to deliver customer service, maintain your...
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 demand. While most organisations we work with have a workforce plan, there are often signs that...
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 and to provide solutions that enable customers to engage with them through digital...
We got some great feedback on the webinar during the session – and had quite a few requests to make it available offline so you could rewatch it. In case you don't have time to rewatch the full thing, I thought I'd note down some timestamps for the topics that I...
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 interested in reading it in full for yourself, let me know. I’d be more than happy to send...
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 and capacity - and its ability to meet shifting demand and expectations. When having these...
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 face the pandemic and its impacts. Prior to COVID, work from home was a small proportion of...