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Beyond Bank modernises its contact centre environment
Puts focus on omnichannel experiences.
Oct 26 2020 6:50AM
Telstra predicts inbound call volumes will fall to around 11 million
Down from 36 million pre-T22.
Oct 13 2020 11:54AM
ANZ breaks down Agile transformation of its contact centre
With an automated test regime to keep CX together.
Aug 12 2020 6:53AM
Telstra to have Australian agents answer all inbound calls from 2022
Contact centre mix changes made in COVID to become permanent.
Jul 9 2020 2:32PM
Sportsbet turns to data insights to meet live betting demands
Spends three years honing workforce planning for its contact centres.
Jun 9 2020 6:46AM
Vocus returns Dodo, iPrimus contact centres to 85 percent capacity
Staff working from home across two countries.
Apr 9 2020 4:36PM
Telstra uses AI to vet 19,000 candidates for 1000 temp jobs
Reveals need for extra 2500 workers.
Apr 8 2020 6:25PM
NAB re-platforms call centres onto Amazon Connect
Adding IVR options will no longer cost $70k and take months.
Dec 10 2019 7:07AM
Vodafone flags 130 job cuts at Hobart call centre
Blames regulatory obstacles, 5G costs.
Oct 9 2019 3:35PM
TechOne rings up new cloud comms platform
Uniting its global workforce.
May 16 2019 10:54AM
Govt to pressure telcos to host call centres onshore
To resolve complaints faster.
Nov 15 2018 12:14PM
Vision Australia revamps contact centre software for blind staff
Builds accessible desktop with Amazon, VoiceFoundry.
Oct 29 2018 1:39PM
Toll swaps stagnant Siebel for Salesforce
CRM couldn't scale to handle Christmas.
Sep 28 2018 9:12AM
Foxtel turns to data to keep its customers
Works out how much to discount its products to stop churn.
Jul 3 2018 12:54AM
Genesys to buy Interactive Intelligence for $2 billion
Hopes to fight off contact centre rivals.
Sep 1 2016 10:04AM
Telstra to cut 150 jobs from enterprise services group
Adds to 200 voluntary redundancies in call centres.
Nov 26 2015 11:05AM
A new perspective on digital leadership
Is the coalface of a bank’s technology operations the data centre, or the contact centre?
Sep 8 2014 12:31PM
Salmat moves contact centres to private cloud
Consolidates PABX installations across the country.
Sep 27 2012 7:00AM
Telstra Global offers hosted contact centre
Updated: Building an over-the-top portfolio.
Jul 3 2012 11:47AM
Woolworths slims service desk footprint
Consolidates customer support.
Jul 19 2011 6:45AM
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