Latest News
El Jannah backs Salesforce martech stack to support store expansion
L'Oréal links consumer spend uplift to CDP rollout
Delivering the digital education revolution with Orro
NBN Co to "rationalise" some access technologies entirely
M&S will be over the worst of cyberattack impact by August
LOG IN
SUBSCRIBE
NEWS
GOVERNMENT
SECURITY
AI
DIGITAL NATION
RESOURCES
PODCAST
EVENTS
ADVERTISE
Search
BUSINESS
CLOUD
DATA CENTRE
EDUCATION
FINANCIAL SERVICES
HARDWARE
HEALTHCARE
INDUSTRIAL
NETWORKING
PROJECTS
SOFTWARE
STORAGE
STRATEGY
TECHNOLOGY
TELCO/ISP
HR
MARKETING
FINANCE
LEADERSHIP
GOVERNANCE
EMERGING TECH
STATE OF SECURITY 2025
State of HR Tech
State of AI 2024
Special Reports
Focal Points
MEDIA HUB
PARTNER CONTENT
PARTNER HUBS
RESEARCH
Data&AI Breakfast
SECURITY AWARDS
DIGITAL NATION AWARDS
BENCHMARK AWARDS
Digital As Usual
NEWS
BUSINESS
CLOUD
DATA CENTRE
EDUCATION
FINANCIAL SERVICES
HARDWARE
HEALTHCARE
INDUSTRIAL
NETWORKING
PROJECTS
SOFTWARE
STORAGE
STRATEGY
TECHNOLOGY
TELCO/ISP
GOVERNMENT
SECURITY
AI
DIGITAL NATION
HR
MARKETING
FINANCE
LEADERSHIP
GOVERNANCE
EMERGING TECH
RESOURCES
STATE OF SECURITY 2025
State of HR Tech
State of AI 2024
Special Reports
Focal Points
MEDIA HUB
PARTNER CONTENT
PARTNER HUBS
RESEARCH
PODCAST
EVENTS
Data&AI Breakfast
SECURITY AWARDS
DIGITAL NATION AWARDS
BENCHMARK AWARDS
Digital As Usual
ADVERTISE
Log In
Email:
Password:
Remember me
|
Forgot password?
Don't have an account? Register now!
Home
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
Next
Most popular tech stories
Optus' first AI chief Samantha Lawson exits
Woolworths Group consolidates 30,000 marketing assets into Adobe platform
NAB brings Pete Steel into new digital, data and AI exec role
Adelaide University stands up its digital stack
ANZ's Maile Carnegie to exit next month
Evergreen hungry for more Australian MSPs
Announcing the 2025 Impact Awards Partner Leadership finalists
Dell’s new platform wants to end HCI vendor lock-in
TAFE NSW, NESA land tech funding in state budget
Gartner: Microsoft Copilot hype offset by ROI and readiness realities
Blackberry celebrates "giant step forward"
Laing O'Rourke brings IoT to hard hats
365mesh launches updated Aussie-made vibration sensor
Telstra to host IoT State of the Nation event on November 14
Axis Communications opens experience centre in Sydney tech hub
Log In
Don't have an account? Register now!
Email:
Password:
Remember me
|
Forgot your password?