All too often we get so caught up in the day to day grind of managing our staff and serving our customers that we don’t take time to sit back and take stock of how well our contact centre services are really performing. Are we really as healthy as we’d like to be? Ask yourself:….
Despite automation speeding through our everyday lives like a bullet train, human contact centres continue to play a fundamental role in customer service. And cloud is integral to maintaining and delivering the service effectively and efficiently. Here are eight reasons we’re optimistic about cloud contact centres: 1. Internet of Things Use of cloud technology to integrate….
Leading the Retail Procurement team at Australia’s largest energy retailer, Origin Energy, is Glenn Watkins. In this exclusive Matchboard interview, Glenn reveals lessons learnt in procuring business process outsourcing (BPO) services and offers some valuable tips to potential partners. The energy sector relies heavily on outsourcing for customer management functions. What are the most critical….