How to Utilise Schedules in your Contact Centre

How to Utilise Schedules in your Contact Centre

Envision this – Labour Day in New South Wales, a public holiday celebrated across different dates in Australia. Your organisation’s customer service representatives are based in NSW, and customers in other States are attempting to interact with your brand by calling...
Drive Sales Using Powerful Cloud Communication Technology

Drive Sales Using Powerful Cloud Communication Technology

Cloud communication technology has transformed the landscape of how organisations can drive sales. In an ever-connected world, organisations can communicate with their customers at scale and faster than ever before. Applications like cloud contact centre technology...
Key Metrics Contact Centre Managers Must Be Aware Of

Key Metrics Contact Centre Managers Must Be Aware Of

Contact centre managers play the critical role of overseeing the operation of their organisation’s contact centre. As this role entails the vital responsibilities of monitoring agent performance and assessing key metrics to understand how to optimise the contact...