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Optimising contact centre productivity with a blended environment

Tips, Resources

Optimising contact centre productivity with a blended environment

Inbound contact centres can be inefficient places. Not because agents drag the chain but because there’s not a lot for them to do if the calls don’t come in thick and fast.
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2 mins read
How analysing your contact centre data can strengthen your business

Software, Tips, Resources

How analysing your contact centre data can strengthen your business

Are you sitting atop a valuable, untapped commodity? Data is frequently referred to as ‘the new oil’ because of the extraordinary value it can generate. Not in its raw form, but refined and analysed to produce business insights.
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2 mins read
Using outbound dialling to boost your business: three tips

Tips

Using outbound dialling to boost your business: three tips

Does your organisation still rely heavily on telemarketing to keep business ticking over? Although digital marketing and advertising are becoming more popular, having a team of agents connecting with customers on the good old...
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2 mins read
Why it pays to ensure your contact centre is secure

Tips, Resources

Why it pays to ensure your contact centre is secure

Worried your business could be hacked, or crippled by malware? Or that it might become the latest victim of an embarrassing and expensive data breach that compromises the privacy of your suppliers and customers?
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2 mins read
Secure Work-From-Home Contact Centre Strategies

Software, Tips, Resources

Secure Work-From-Home Contact Centre Strategies

Allowing agents to work from home has plenty of advantages, so long as you take steps to reduce the risk of data compromise, writes MaxContact’s Daniel Harding
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4 mins read
How encouraging contact centres back onshore could create jobs

Software, Resources

How encouraging contact centres back onshore could create jobs

The federal Budget has been handed down and, unsurprisingly, job creation is front and centre of the government’s agenda for 2021-22. Treasurer Josh Frydenberg has announced plans to invest $1.5 billion in a scheme to encourage...
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2 mins read
Older agents, better service?

Tips

Older agents, better service?

Has your business struggled to find and keep good contact centre staff? It’s a common problem. Here in Australia, the average agent moves on after less than two years.
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2 mins read
Optimise and grow as the economy bounces back

Resources

Optimise and grow as the economy bounces back

Made it through last year and feeling reasonably optimistic about the future? While Australia’s recovery is still a work in progress, things seem to be moving in the right direction.
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2 mins read
5 tips to making flexible employment work for your contact centre

Tips

5 tips to making flexible employment work for your contact centre

Using temporary and casual workers is a good way to contain costs and manage fluctuating activity levels in your contact centre. But if those agents are not well managed and supported, they can weaken your team and compromise the...
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2 mins read