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...

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