Hot topics for contact centre industry leaders

Hot topics for contact centre industry leaders

A select group of companies running contact centres in Australia and offshore gathered for a day of discussion and insights. Topics included future challenges, successful offshoring, speech analytics, digital interactions and channel integration, ethical selling, and...
NPS: The holy grail or Emperor’s new clothes?

NPS: The holy grail or Emperor’s new clothes?

Peter Grist takes a hard look at NPS, its value and limitations, and how it can be used as it was originally intended. Some people soak in a warm bath. Others practice yoga. For me? Unwinding after a long day’s work means curling up with a copy of APRA’s latest...
The Journey to #1

The Journey to #1

How a traditional reactive call centre transformed into a high performing sales and customer service contact centre and brought the rest of their organisation along for the ride. nib has been identified as Australia’s Best Sales Contact Centre for three years running...

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