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The continued drive from airlines to utilise self-service or non-voice channels is creating serious frustration and concerns for travellers. Read More...
March 24, 2023
The augmented staffing model allows businesses to save money without compromising the experience. Read the benefits of the augmented team. Read More...
March 22, 2023
According to the new report, 91% of retailers are experiencing an increase in return rates, yet most continue to treat returns as a cost of doing business
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March 15, 2023
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March 13, 2023
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Call center quality assurance (QA) is an important part of any organization’s customer service strategy. It requires evaluating the performance of call centers and agents, identifying areas for improvement, and providing feedback to ensure qual... Read More...
February 12, 2023
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Call Assist’s professional virtual office services in Geelong give clients the perfect blend of affordability, usability and efficiency.
Whether you are a start up, a government agency or an established business it makes perfect sense to outso... Read More...

January 29, 2023
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Agent compliance infractions can lead to unwanted penalties for your organization. Consider this:

Dodd-Frank Act penalties can amount to $1 million or more
PCI Compliance penalties can be $5,000 per month per agent
MiFID II infrac... Read More...

January 27, 2023
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We have all experienced automatic call distribution (ACD), sometimes also called automated call distribution, when calling our favorite (or not so favorite) companies.    
Here’s what ACD often sounds like: “Please ho... Read More...

January 27, 2023
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We can all remember the old ways of recruiting staff – have an advert with a postal address and ask applicants to write in. The process would take weeks to complete. Now that it is getting harder to recruit new staff, shorten the process as much as p... Read More...
March 24, 2023
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Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

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Members' Updates....

Raj Wadhwani -

Are you planning to attend events in 2023? Check the events to attend link at the top of this page. Here are some recent comments from our delegates

December 29, 2022 12:19 PM
Ange Mallam has connected with John Mathieson
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