Member Profile

Steve Pels (21 Yrs in the industry)
Director
Contact Centre Action

Past:

Damovo
NAB

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Company Details

Contact Centre Action

The services provided by Contact Centre Action, and the experience we have is unique in the market today. In operation since 2003, we can provide the total solution to your contact centre consulting and recruitment needs.

We have ‘hands on’ operational experience in training, operating and managing contact centres. We don’t just teach and understand the theories, we have practical experience in managing staff in this often high-pressure environment. This experience includes recruiting, customer service, metrics and measurements, staff retention, process improvement, cost reduction, contact centre relocation and centralisation.

We have independent knowledge of a variety of technologies from multiple vendors, including ACD, IVR, workforce management, call recording, CTI, speech recognition, biometric verification, quality management, performance management, customer surveys, outbound diallers and speech analytics – in both on-premise and hosted environments.

We are totally independent. We do not sell technical solutions, neither do we have any commercial relationships with any

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Editorial Contributions

Tips for Successful Contact Centre Management - Communicate & All Hands On Deck!

Communication within a contact centre is difficult to get right. It shouldn’t be too much or key messages are going to get ‘lost’ in the noise. It also shouldn’t be too little – staff need to know what is going on and how it affects them.
August 3, 2016 5:00 AM

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Love it. Thank you.
August 5, 2016 1:23 AM EST

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Tips for Successful Contact Centre Management - Part 7

In this series we will look at some of the common mistakes made by contact centre managers, as seen by our work in the Australian contact centre industry.
August 1, 2016 5:00 AM

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