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Our Blog 2018-03-06T23:46:31+00:00

Quality Connex Implemented Solution Helps Roojai Win Best Contact Centre Software Award in Thailand’s Emerging Contact Centre Space

Quality Connex’ application of Vocalcom software has set Thai insurer, Roojai.com up for success at the 2018 Thai Contact Centre Awards. SYDNEY, AUSTRALIA, October 16, 2018— Quality Connex were the implementation partner of Vocalcom software for the winners of the Best Contact Centre Software Award at the Thai Contact Centre Trade Association (TCCTA) Awards. The company that received the award, Roojai.com, is a leading insurtech startup in Thailand and has experienced huge growth in the past 2 years. Pictured: Nicolas Faquet, Founder and CEO of Roojai.com at the TCCTA Awards “With Vocalcom native CTI integration to Salesforce, Roojai customer service agents were able to gain stronger efficiency in handling customer enquiries. It’s great to have Quality Connex as our chosen local partner to drive innovation and improve the customer ...

By | October 16th, 2018|Categories: Press Release|Comments Off on Quality Connex Implemented Solution Helps Roojai Win Best Contact Centre Software Award in Thailand’s Emerging Contact Centre Space

Guide to the Amazon Web Services Summit Sydney

With a big brand and even bigger capabilities, Amazon Web Services (AWS) are disrupting the tech industry as we know it. Amazon Connect is their cloud-based contact centre solution that only launched in Australia under one year ago. Recently some of the Quality Connex team attended the AWS Summit at the Sydney Convention Centre, to learn firsthand what and how AWS differentiate their products. Unsurprisingly, Amazon have a huge capacity to manage data, thanks to their well-established infrastructure for storage and hosting. With a focus away from on-premise solutions, Amazon Connect offer purely cloud-based solutions. Through a large network of big name integrators, providers can focus on their specialty, and offer plug-and-play based on individual business requirements. The overarching message we took from the AWS ...

By | May 30th, 2018|Categories: Article, Blog, General|Comments Off on Guide to the Amazon Web Services Summit Sydney

Company Highlights for April & Vocalcom Annual Event | Quality Connex

Quality Connex have had a whirlwind March and start of April. Our CTO, Sarel Roets, has recently returned from Madrid where he attended the Annual Sales Kickoff for Vocalcom. This event is held exclusively for their global partners and as the exclusive Vocalcom partners within ANZ we were keen to find out where Vocalcom were focusing their initiatives. Product Innovations Vocalcom have spent the last 12 months innovating their products and ensuring that customer centric service is at the forefront for their customers. They have just released their new interface that is more agent-friendly and more intuitive than ever before. This is the first step toward a new API based platform (CloudX), coming very soon. Not only will this new platform be ...

By | April 4th, 2018|Categories: Blog, customer journey, General, Omni-Channel|Comments Off on Company Highlights for April & Vocalcom Annual Event | Quality Connex

How to Help Your Contact Centre Team Leaders Flourish

Team Leaders are responsible for inspiring, motivating, monitoring and driving performance on the frontline. The secret ingredient to creating a high-performing contact centre, is to train these leaders to be great at what they do, and help them to stay motivated in their role. This can be done internally, or you may choose to outsource to specialised contact centre consultants. While there may be certain advantages to training your contact centre leaders internally, a specially designed frontline leaders program cannot be surpassed. The reason for this is simple. Outsourced trainers are able to provide an objective view of where improvements can be made. This is often difficult for internal managers and trainers to pick up, due to their daily exposure to internal operations of the business. External trainers ...

By | April 3rd, 2018|Categories: Blog, customer journey, Goal Mapping, Leadership Training|Comments Off on How to Help Your Contact Centre Team Leaders Flourish

New Year Resolutions to Improve Contact Centre Operations in 2018

The new year is upon us and as we settle back into the office, it’s time to ask yourself; what are my resolutions for 2018? We’re not talking about the cliché personal goals of exercising more or learning a new language. We are talking about management goals. If you are a contact centre manager, CX or operations leader,  what do you hope to achieve this year?  We understand that the contact centre industry is ever changing. It’s easy to get caught up in endless meetings or juggle customer demands around new technology. Remember, the goal should always be to improve the customer journey. The symbolism of a new year is that it’s a time to start fresh, break bad habits, become a positive influencer and take pride in ...

By | January 12th, 2018|Categories: customer journey, General, Goal Mapping, Omni-Channel|Comments Off on New Year Resolutions to Improve Contact Centre Operations in 2018

Salesforce Call Centre integration: Is an API the only way?

Implementing an integrated telephony to CRM solution is something you've probably considered at some point for your business. Often people find it difficult to navigate the varying levels of integration, and the availability of accessible and workable software, especially in the cloud. Businesses may even be unaware of the untapped value they are missing out on due to a lack of integration.   Why integrate? Businesses without integration between their CRM and contact centre systems will diminish customer experience. Agents are unable to verify who customers are, their value to your business, or where they should be routed, and they can’t track their contact history easily or quickly – ultimately leading to poor service. 69% of consumers say that personalised customer care influences loyalty, so enabling agents to give ...

By | September 27th, 2017|Categories: General|Comments Off on Salesforce Call Centre integration: Is an API the only way?

6 Fun & Effective Call Centre Team-Building Activities For Your Team

But how do you foster that team spirit? At Quality Connex, we’re always looking for new call centre team-building activities and exercises. We know that when teams work together effectively, your contact centre flourishes. When they don’t, your contact centre struggles to deliver services at the quality you require. Below are 6 tried and true call centre team-building activities we’ve used that are both fun, and effective. Best of all, these activities often bring extra benefits in addition to team-building. It’s a real win-win! Survival Scenarios One activity we’ve used both for established teams, and as an assessment during recruitment, is survival scenarios. To run a survival scenario, tell your team their plane has just crashed into the ocean near a desert island. There’s room on the lifeboat for ...

By | August 30th, 2017|Categories: General|0 Comments

Transform Your Call Centre Staff Into Mind-Readers With Web Voice Synchronisation

Imagine a world where your call centre staff could read your customers’ minds. Just think of what your staff could do if they knew exactly where your customers came from, why they were calling you, and what they were after. Think of the time your staff would save dealing with enquiries, and the level of service they could provide. It’s a pretty amazing thought. Of course, we’re pretty sure that no one’s released any mind-reading inventions designed for contact centre use recently (though we’ll definitely keep you updated if that changes!). But we do have the next best thing. It’s called Web Voice Synchronisation (WVS), and it lets you do all those things we discussed by reading information sent by your customers’ computers. What Is WVS? Web Voice Synchronisation ...

By | August 2nd, 2017|Categories: General|Comments Off on Transform Your Call Centre Staff Into Mind-Readers With Web Voice Synchronisation