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The Australian Census Hotline disaster with the call centre in meltdown

The Census Hotline Disaster

August 5, 2016 Last Updated: November 25, 2019
Justin Tippett

Another census, another census hotline disaster! With digital channels emerging this one was supposed to be easy but of course nothing went to plan…

7 Things only call centre agents will understand

7 things only real call centre agents will understand

August 2, 2016 Last Updated: July 21, 2021
Justin Tippett

Ah, the special world of call centres where technology, personalities and customers collide. We share 7 things only a call centre worker will understand.

Australian Bank introduces Voice Biometrics and gains huge efficiency

Aussie Bank introduces Voice Biometrics

August 2, 2016 Last Updated: February 14, 2020
Justin

An Australian bank has introduced Voice Biometrics into their contact centre saving over 45 seconds per call and reducing customer frustration.

The real reason why customer experience matters

July 30, 2016 Last Updated: December 16, 2023
Don Peppers

If you’ve ever needed a compelling reason as to why customer experience matters to businesses, this article hits you square between the eyes.

Child abuse hotline failure

July 29, 2016 Last Updated: November 20, 2019
Justin Tippett

SA Government Ministers horrific excuse about call centre performance and why we shouldn’t worry about abandoned calls to the child abuse hotline.

New hotline launched for homesick aussies

July 28, 2016 Last Updated: March 11, 2020
Justin

There is a new hotline launched for homesick aussies with pre-recorded sounds that remind you of Australia although not sure I miss all them…

How the Sportsbet Customer Experience is changing the game

July 28, 2016 Last Updated: December 25, 2019
Justin

With over 2M customers and turnover of $4B, Sportsbet recently provided some great insight the strategy behind the Sportsbet Customer Experience transformation. Its a rare insight into how companies are using data and an multi-channel approach to customer acquisition and retention.

Outsourcer Datacall Communications under investigation

July 27, 2016 Last Updated: February 27, 2020
Justin

The Illawarra Mercury has reported that Illawarra Communications PTY LTD, also trading as IllComm and Datacall Communications who operate a 24/7 message answering service, has faced the wrath of the Fair Work Ombudsman for underpaying call centre workers. For those short

Average Handling Time Metric in the call centre

Is it time to kill the Average Handle Time Metric?

July 27, 2016 Last Updated: March 10, 2020
Justin Tippett

Why it’s time to ditch the Average Handling Time Metric Mounting evidence suggests it’s time to let go of your Average Handle Time metric. We have all heard the business mantra “you can’t manage what you don’t measure,” and while

4 Call Centre Myths debunked

July 26, 2016 Last Updated: December 25, 2019
Justin

Call centre myths plague the broader business community so we hit back with some hard facts on why a call centres are a critical part of any business.

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