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Telstra to have Australian agents answer all inbound calls from 2022
Contact centre mix changes made in COVID to become permanent.
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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.
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Telstra uses AI to vet 19,000 candidates for 1000 temp jobs
Reveals need for extra 2500 workers.
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NAB re-platforms call centres onto Amazon Connect
Adding IVR options will no longer cost $70k and take months.
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Vodafone flags 130 job cuts at Hobart call centre
Blames regulatory obstacles, 5G costs.
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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.
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Vision Australia revamps contact centre software for blind staff
Builds accessible desktop with Amazon, VoiceFoundry.
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Toll swaps stagnant Siebel for Salesforce
CRM couldn't scale to handle Christmas.
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Foxtel turns to data to keep its customers
Works out how much to discount its products to stop churn.
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Genesys to buy Interactive Intelligence for $2 billion
Hopes to fight off contact centre rivals.
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Telstra to cut 150 jobs from enterprise services group
Adds to 200 voluntary redundancies in call centres.
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Salmat moves contact centres to private cloud
Consolidates PABX installations across the country.
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Telstra Global offers hosted contact centre
Updated: Building an over-the-top portfolio.
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Woolworths slims service desk footprint
Consolidates customer support.
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Australians urged to donate online for flood relief
Data centre staff in for the long haul.
Jan 11 2011 1:06PM
Flood relief tests Queensland shared services strategy
Call centre system crashes as Australians open their wallets.
Jan 11 2011 6:03AM
Centrelink trials call recording technology
Monitors employees' screens, calls in ongoing trial.
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