Note: I have long felt that CC's are missing a trick. Techs such as http://www.queuebuster.net exist to release callers from the frustration of listening to "your call is important", however these techs don... (More)

Note: I was recently asked by a Singapore CC what best practice looks like for Social Media Planning. My advise to those wishing to adopt a social media strategy is to approach the planning in the same mann... (More)

Note: One of the interesting aspects of the ever growing interrelation's between China and Australia has been the drive of Australian companies to reduce costs and gain market flexibility by offshoring. Thi... (More)

Note: Personally I hate receiving these types of calls. My biggest beef is that most of the calls and txt's received have very little relevance to my needs and wants. If what was being offered was of real v... (More)

Note: I guess this headline was put here as an attention grabber, I doubt whether Aspect truly believe that contact centers are going to disappear in the next 10 years but a headline of "contact centres are... (More)

Note: In the Contact Centre world, social media is currently getting a lot of attention, with many concerns centered around how to plan agents in a blended environment. One form of electronic customer conta... (More)

Note: Very current & relevant discussion about Contact Centre metrics. Can't say how many times I have seen fantastic organisations disappear for failing to stay current. If you are not already putting the ... (More)

Note: Worth a read for anyone with an interest in the Contact Centre world. Although no surprise to see, the rise of Homeworkers and Social Media are of particular interest to me. Both present there very ow... (More)

Note: The Philippians is now the no.1 call-center outsource location, overtaking India late last year. The contact centre industry in Asia-Pacific is being predicted to see a compound annual growth of 8.7% ... (More)