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Digital Channels: Enhancing Contact Centre Business Impact

Software, Tips

Digital Channels: Enhancing Contact Centre Business Impact

Webchat, SMS and email can enable you to deliver better customer service but only if you invest time and resources to implement them smartly, writes MaxContact’s Daniel Harding
Daniel Harding

Daniel Harding

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...
admin

admin

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.
admin

admin

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.
admin

admin

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...
admin

admin

2 mins read
Five common contact centre planning mistakes

Tips

Five common contact centre planning mistakes

Preparing to overhaul your contact centre this year? A resilient, well run operation is a powerful asset that can help keep your enterprise ticking over, regardless of what’s unfolding in the wider world.
admin

admin

2 mins read
Optimising the contact centre: lessons from COVID one year on

Optimising the contact centre: lessons from COVID one year on

The COVID crisis put contact centres to the test in 2020 and highlighted why it matters to ensure yours is robust and ready for anything.
admin

admin

0 mins read
Making your contact centre more flexible makes sense

Resources

Making your contact centre more flexible makes sense

Wondering how to plan your contact centre operations in the face of an unprecedented number of unknowns? You and half the country. Decision makers around Australia are exploring ways to increase the flexibility of their...
admin

admin

2 mins read
Making the most of your long hours contact centre

Tips, Resources

Making the most of your long hours contact centre

Wondering whether it might be worthwhile keeping your contact centre open for longer? There can be significant benefits to doing so. If you regularly receive a large number of after-hours calls or you see an opportunity to sign...
admin

admin

2 mins read