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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.

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...

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?

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

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

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...

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.

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.

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...