Customer service insights

Coping with Rate Cuts in your Business

Is the finance sector ready for the impact that RBA Rate Cuts will have on their CX and EX?  

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We're going to Customer Contact Week 2020!

Customer Contact departments today are undergoing an immense shift in their customer operations. For years, contact centres have worked in silo from t…

Seven Ways to Retain Top Performing Agents

The Australian Contact Centre Benchmark Report states that the average Full-Time customer service agent attrition rate in 2018 is at 19%. The impact o…

The Top Priority for CX Leaders in 2020

At the start of a new year, business leaders are in planning mode, laying out the foundations for new targets and aligning strategies on how to get th…

Balancing CX and EX so that Everyone Thrives

Salesforce, Google, Atlassian. It’s no accident that some of the World’s most successful companies with the highest revenues, are also voted amongst t…

Right-Sizing your Customer Service Team

For successful business in todays’ unpredictable environment, having an agile mindset when it comes to resourcing is critical. Customer Service teams …