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What is an Abandoned Call?

What is an Abandoned Call?

Customers who call your company for support expect prompt and effective service. If they’re left waiting in a queue or find themselves transferred between multiple departments, they might end the call before they speak to anyone....
Daniel Harding

Daniel Harding

8 mins read
What are the Responsibilities of a Call Centre Manager?

What are the Responsibilities of a Call Centre Manager?

A call centre manager is essential to the smooth running of your call centre. They are responsible for a broad range of business-critical tasks, from monitoring performance metrics to implementing process improvements and...
Daniel Harding

Daniel Harding

5 mins read
Inbound Call Centre Agent Duties and Responsibilities

Inbound Call Centre Agent Duties and Responsibilities

Inbound call centre agents are on the frontline of your business – and it’s hard to overstate their importance.
Daniel Harding

Daniel Harding

11 mins read
What is a Suppression List?

What is a Suppression List?

Email is now the top driver of sales for consumers in Australia and New Zealand, making it an essential component of any outbound marketing strategy.
Daniel Harding

Daniel Harding

8 mins read
What is a Management Information Base (MIB)?

What is a Management Information Base (MIB)?

In our hyper-connected world, most businesses use a wide array of digital devices to deliver their services. That means it’s more important than ever to ensure your network is robust, reliable, and fully future-proof.
Daniel Harding

Daniel Harding

4 mins read
Customer Journey Analytics: A Comprehensive Guide

Customer Journey Analytics: A Comprehensive Guide

Delivering an engaging and effective customer experience (CX) is more vital than ever before.
Daniel Harding

Daniel Harding

10 mins read
Inbound vs Outbound Marketing: Understanding the Difference

Inbound vs Outbound Marketing: Understanding the Difference

From traditional marketing strategies like TV and print advertising to innovative digital approaches, there are more ways than ever for your business to reach new customers. And with the average Australian consuming 6 hours of...
Daniel Harding

Daniel Harding

10 mins read
How to Reduce Average Handle Time (AHT)

How to Reduce Average Handle Time (AHT)

Average call handling time is used in call centres to measure the average duration of customer interactions. This includes the time spent talking to the customer and any additional time spent on follow-up actions.
Daniel Harding

Daniel Harding

6 mins read
What is Employee Engagement? How Do You Improve It?

What is Employee Engagement? How Do You Improve It?

Employee engagement is what makes employees feel valued and connected to your business. The more valued your employees feel, the more likely they are to contribute positively to the workplace.
Daniel Harding

Daniel Harding

7 mins read