Travel is roaring back—is your customer support ready?

After more than two years of lockdowns and social distancing, consumers are once again taking to the skies, roads, rails, and sea to make up for lost time. Excellent customer support is a critical part of travel and hospitality.

Business intelligence vs. predictive analytics: Get smart about data-driven decisions

Business intelligence and predictive analytics are often used interchangeably to describe tools and methods for utilising data to make informed decisions. And in this digital age, using so many tools and techniques can be confusing. Read on for an explanation of the major differences between business intelligence and predictive analytics so that you can choose the right approach for your business needs.

Captive contact centre vs. outsourcing: The most overlooked part of retail CX

Get to know your contact centre workforce: IVR vs. chatbots vs. agents

Back office vs. front office: boost productivity between both offices

5 ways to take CX to the next level in the new fiscal year

If 2020 taught us anything, it's that businesses must be able to adapt quickly, efficiently, and smartly - and that customers still expect seamless, omnichannel experiences even during the most chaotic and uncertain times.

4 Collections Tips That Will Make an Impact in FY ‘21

It’s an important part of doing business, but something that can be difficult to execute with excellence: debt recovery and collections. The heightened emotions, tension and uncomfortable conversations it brings – and the dissatisfaction that can result among customers and associates alike – causes some to shy away from this important topic.

Cloud vs. On-premise Contact Centres: 3 Critical Differences

There’s no denying the vital role contact centres play in brands’ ability to meet customer needs quickly and efficiently. When done well, centres offer seamless experiences by connecting customers with the information they need – whether it's via an agent or through automated technology – when and how they need it.

HX + DX: Critical Parts of the CX Equation

Every brand wants to offer great customer experience (CX) but, in an increasingly digital world, leaders too often assume technology alone is the key to true transformation. While technology plays a critical role, it’s striking the right balance between human experience (HX) and digital experience (DX) that will yield optimal customer journeys.

Outsourcing Can Help Schools Prepare for International Students’ Return

After a year unlike any other, students are preparing to return to campuses across Australia later this year, and many of them will be arriving from other countries – bringing many questions with them.