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25/04/2018

The Emergence of a New Contact Centre Agent

With service being a key differentiator for many organisations wishing to attract and retain their customers it’s now more important than ever that organisations reach their customer, quickly, effectively and offer a number of channels in which to do…

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06/11/2017

Building 'Brand You'

The world has indeed taken quite a change of course when it comes to self marketing ‘Brand You’. With President Trump announcing “Without the tweets, I wouldn’t be here . . . I have over 100m follo…

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06/11/2017

Attrition in Contact Centres

It’s very hard for organisations to calculate the ‘real’ cost of staff turnover, but researching into the problem it would appear that never before has the cost of staff turnover been so strongly link…

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06/11/2017

Another volume project completed by Cactus Frontline

To set the scene: How do you go about recruiting 35 frontline Contact Centre associates (both day and night shifts), 1 Operations Manager, 1 Planning Specialist, 5 Team Leaders and a Trainer for an or…

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