Insight: Five ways to improve contact centre performance
The contact centre environment has undergone a revolution in recent years. Gone are the days of massive rooms filled with hundreds of agents and constantly ringing phones. The rise of remote work and cutting-edge technologies have created a move towards global ‘customer experience’ teams that can increase efficiencies while reducing costs. New channels are also…
All Resources: How starting small can deliver big when hiring remote talent
When the possibility of outsourcing is first raised in many businesses, it is not uncommon for some decision-makers to feel overwhelmed. How will it work? Where will staff be based? How much will it cost? Who will be responsible for making it work? How long will we be locked in for? So many questions. So…
Insight: Top 7 customer service trends for contact centres
The past few years have been a whirlwind for contact centre managers and their teams. The pressure to deliver faster and more personalised service has never been greater. Emerging technologies such as automation and artificial intelligence (AI) have revolutionised operations. Then there was the global pandemic that saw remote and hybrid work change from a…
Opinion: 5 Reasons to Invest in Remote Staffing for Accounts Receivable
There is a lot to like about owning a business or guiding its fortunes as a manager. You get the thrill of developing new products or services. You experience the buzz of inspiring team members or putting smiles on the faces of customers. For all the joys though, there are a few aspects of business…
Case Study: How Australia’s largest lottery business used flexhive to boost its service centre
The Company The Lottery Corporation is the driving force behind Australia’s largest lottery games and one of the best-performing lottery businesses in the world. Operating in every state and territory except Western Australia, it is home to The Lott and Keno brands that have been adding excitement to Australians’ lives for decades. The organisation offers…
Insight: How remote SDRs can dramatically reduce cost per lead
Successful sales teams consist of many moving parts. There are sales managers who guide, coach and keep their troops focused on what matters. There are account executives who are celebrated for closing deals. There are customer success reps who step in once sales are made and specialise in upselling, cross-selling and renewals. Then there are…
Insight: 5 Ways to Deliver Exceptional CX
Not so long ago, business experts had a simple response when asked how to win and retain customers. “Deliver a quality product or service at the right price,” they would say. It was all about the two Ps – product and price – and many organisations invested plenty of resources into ensuring the perfect balance…
Insight: 7 Risks of Outsourcing Offshore
There’s no denying it – outsourcing offshore sometimes battles an image problem. For all the benefits that come with using a remote employee to perform services traditionally undertaken in-house, there are people who believe the risks outweigh the positives and therefore continue on the staffing path they always have. There is an alternative, of course….
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