High attrition remains one of the biggest challenges for Australian contact centres. When experienced agents leave, service quality drops, costs rise and team morale suffers. While pay and flexibility matter, many agents also leave because they cannot see a future....
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...
Google “Customer Experience Consulting” and prepare yourself. 380 million responses! Louis Dupé, one of the founders of Customer Driven was asked how customers should navigate this avalanche of information. His answer? It comes down to if they need a think-tank or a...
There’s nothing quite like a crisis to remind you of what really matters. As we continue to meet with customer experience professionals and get underneath the realities of the challenges they’re facing – an explosion in customer demand, changing expectations and the...