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June 26, 2022

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Why the B2B customer experience is so critical

July 6, 2017 Last Updated: February 27, 2020
How to improve your Contact Centre Satisfaction surveys

August 17, 2016 Last Updated: January 20, 2020
Customer Experience in Banking 2017

August 11, 2017 Last Updated: March 11, 2020

the future of call centre outsourcers in Australia

The future of call centre outsourcers in Australia

March 23, 2017 Last Updated: June 21, 2021

With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.

Top ten call centre KPIs and metrics

What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.

Why the AHT Metric should be extinct

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 18, 2021

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

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