contact centre

Going digital to turn contact centres into customer experience centres

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

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

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

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

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

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'

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

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

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

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

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

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

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

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

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

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

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

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

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

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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