CX Central Articles - Page 39 of 71 - Expert tips, insight, ideas and data!

The problem with CX Mystery Shopping programs

February 9, 2017 Last Updated: May 23, 2024
Daniel Ord

Discover how you can avoid the one common problem with CX Mystery Shopping programs that can compromise the whole Voice of the Customer process.

Does age impact voice biometrics accuracy

Does ageing impact voice biometrics accuracy?

February 8, 2017 Last Updated: December 27, 2019
Brett Beranek

We tested voice biometrics accuracy on movie stars comparing voice recordings from over 30 years ago to test if the voice biometrics engine still works.

The false economy of a customer retention strategy

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021
Mark West

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

Qantas sending frequent flyer call centre overseas

Qantas Frequent Flyer call centre is heading overseas

February 6, 2017 Last Updated: March 15, 2020
Justin

In a move sure to upset their customers, the Qantas Frequent Flyer call centre is being sent overseas resulting in local call centre job losses.

Is a new global call centre outsourcer coming to Australia?

Global call centre outsourcer poised to enter Australia

February 2, 2017 Last Updated: March 11, 2020
Justin

The Geelong Advertiser is claiming a global call centre outsourcer is currently in negotiations with the Victorian State Government to open a 500 seat call centre in Geelong, Victoria

The hidden opportunities with messaging apps

February 2, 2017 Last Updated: December 27, 2019
Kwame Aforo-Addo

Messaging apps / chatbots are on the rise for customer service so we explore some of the hidden opportunities with messaging apps to improve your CX

Stop karate chopping your customers

January 30, 2017 Last Updated: December 25, 2019
Daniel Ord

Karate Chopping your customers is when you push someone to self-service without offering to help first – it’s poor form as Daniel Ord explains.

Why Contact Centres are critical to CX over the next decade

January 25, 2017 Last Updated: November 22, 2018
Justin

A new survey has predicted that customer experience over the next decade will be critical to businesses with contact centres playing a critical role.

Optus have announced they won the Flight Centre contact centre technology

Optus announces Flight Centre contact centre technology contract

January 24, 2017 Last Updated: November 21, 2019
Justin

News today that Optus have won the Flight Centre contact centre technology contract as part of a move to a cloud-based contact centre solution worth $75 million.

Avaya files for bankruptcy

January 20, 2017 Last Updated: March 13, 2020
Justin

Contact Centre technology provider Avaya files for Bankruptcy which will cause some uncertainty for contact centres in Australia using the Avaya platform.

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