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contact centre
contact centre
Partner Content
Going digital to turn contact centres into customer experience centres
Developing successful contact centres that customers actually like to use and don’t earn a bad reputation with them is something of a black art.
Juha Saarinen
Apr 12 2024 10:25AM
Partner Content
A new role for branch and contact centre staff: trusted advisor to senior leaders
Making frontline staff an organisation's sensing mechanism.
Benjamin Seesel
Sep 26 2022 11:39AM
Emerging Tech
Qantas looks to tech platforms to reduce call centre wait times
Says more than half of calls could be self-served.
Ry Crozier
Apr 7 2022 1:21PM
Software
Covid accelerated contact centre digitalisation, but Australia still lags says Auscontact chief
Best-in-class investing in wellbeing training.
Velvet-Belle Templeman
Feb 8 2022 1:36PM
HR
COVER STORY: From cost control to customer fanatics, AI is transforming the contact centre
Role increased in complexity and sophistication.
Velvet-Belle Templeman
Feb 8 2022 7:00AM
Emerging Tech
Village Roadshow invests in AI and ML to improve contact centre customer service
30 hrs of manual work automated per week.
Velvet-Belle Templeman
Feb 7 2022 2:55PM
Emerging Tech
Service NSW to make its contact centre operations 'geographically agnostic'
Under broader transformation effort.
Ry Crozier
Sep 10 2021 1:15PM
Cloud
Vocus migrates contact centre to run on Amazon Connect
Handles calls for its enterprise, government, and wholesale business.
Ry Crozier
Aug 12 2021 8:10AM
Cloud
Beyond Bank modernises its contact centre environment
Puts focus on omnichannel experiences.
Tess Bennett
Oct 26 2020 6:50AM
Financial Services
Telstra predicts inbound call volumes will fall to around 11 million
Down from 36 million pre-T22.
Ry Crozier
Oct 13 2020 11:54AM
Telco/ISP
ANZ breaks down Agile transformation of its contact centre
With an automated test regime to keep CX together.
Ry Crozier
Aug 12 2020 6:53AM
Financial Services
Telstra to have Australian agents answer all inbound calls from 2022
Contact centre mix changes made in COVID to become permanent.
Ry Crozier
Jul 9 2020 2:32PM
Telco/ISP
Sportsbet turns to data insights to meet live betting demands
Spends three years honing workforce planning for its contact centres.
Ry Crozier
Jun 9 2020 6:46AM
Strategy
Vocus returns Dodo, iPrimus contact centres to 85 percent capacity
Staff working from home across two countries.
Ry Crozier
Apr 9 2020 4:36PM
Telco/ISP
Telstra uses AI to vet 19,000 candidates for 1000 temp jobs
Reveals need for extra 2500 workers.
Ry Crozier
Apr 8 2020 6:25PM
Telco/ISP
NAB re-platforms call centres onto Amazon Connect
Adding IVR options will no longer cost $70k and take months.
Ry Crozier
Dec 10 2019 7:07AM
Financial Services
Vodafone flags 130 job cuts at Hobart call centre
Blames regulatory obstacles, 5G costs.
Ry Crozier
Oct 9 2019 3:35PM
Telco/ISP
TechOne rings up new cloud comms platform
Uniting its global workforce.
Matt Johnston
May 16 2019 10:54AM
Software
Govt to pressure telcos to host call centres onshore
To resolve complaints faster.
Ry Crozier
Nov 15 2018 12:14PM
Telco/ISP
Vision Australia revamps contact centre software for blind staff
Builds accessible desktop with Amazon, VoiceFoundry.
Matt Johnston
Oct 29 2018 1:39PM
Software
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