by Craig Sims | Aug 14, 2020 | Contact Centres
As a business leader, one of your top priorities is customer satisfaction. Your brand’s reputation is closely tied to what your customers think of it, and the sustainability of your business lies in retention and returning clientele. Speech analytics, also known as...
by Craig Sims | Aug 1, 2020 | Remote Working
Sydney experienced major socioeconomic changes when COVID-19 struck. Traffic dropped by 50% when the stay-at-home orders were first enforced. Rent prices also dropped by up to 8.8% when the pandemic arrived—one of the most precipitous plummets ever in the local...
by Craig Sims | Jul 15, 2020 | Remote Working
In today’s technology-based world, it’s easier than ever to establish flexibility in the workplace and still ensure successful collaboration. COVID-19 forced organisations to adopt remote workflows even faster, since employees couldn’t go into the office. A Gartner...
by Craig Sims | Jun 30, 2020 | Media Release
CCNA reduces call centre workloads with their low-cost solution delivered to you at record speed. SYDNEY, NSW, Australia — June 30, 2020 Technology solutions provider, Converged Communication Network Applications (CCNA), recently released their CC Callback solution....
by Craig Sims | Jun 16, 2020 | Contact Centres
Picture this: one cloud-based application that hosts your voice, email, instant message and social media channels. Your agents can work in the contact centre or from home, without an awkward and lengthy transition between the two. You have a platform that can manage...
by Craig Sims | Jun 1, 2020 | Unified Communications
In March of this year, Microsoft led the COVID-19 remote work movement by being one of the first companies to send most of its employees to work from home (March 4). Then, in early May, Microsoft CEO Satya Nadella announced that most of the company’s 144,000 employees...
by Craig Sims | May 26, 2020 | Net Promoter Score
NPS can be a useful metric for measuring the performance of your contact centre agents, and the delivery team behind the scenes. For the most part, though, I see people leveraging NPS in vain. It gets applied incorrectly, out of context, and to make blanket and...
by Craig Sims | Apr 30, 2020 | Remote Working
Remote work boom threatens home users and business systems Due to the COVID-19 pandemic, the majority of users have to work from home. This has completely changed the cyber threat landscape: attackers have started opportunistically targeting home users...
by Craig Sims | Mar 24, 2020 | Remote Working
We live in extraordinary times. A global pandemic is upon us and all facets of life; professional and personal, seem to be encapsulated by uncertainty and confusion. As a response to the uncertainty delivered by COVID-19 responses, organisations worldwide have...
by Craig Sims | Feb 26, 2020 | Contact Centres
Contact Centres have existed since the days of early phone systems, where an operator would physically connect you with the person you wanted to speak with. From their very conception they have been a channel for a company to engage with its clientele. Technology has...
