Articles by Derek Finch

About Derek Finch

Derek Finch has over 25 years’ experience in managing contact centres across a wide variety of sectors including Government, Not for Profit and Commerce.

Derek was the former national Chair of the ATA has been elected Life Member of the Auscontact Association and is currently a senior consultant for CX Consult who specialise in providing consulting services to contact centres in Australia.

Have contact centres survived COVID?

March 29, 2021 Derek Finch

Like many, the contact centre industry has been heavily impacted by COVID so is it too early to ask if contact centres have survived COVID?

Reshoring call centres back to Australia

August 14, 2020 Last Updated: August 18, 2020
Derek Finch

With COVID forcing changes in our industry at a rapid pace, companies are looking at reshoring call centre jobs back to Australia although based on recent movement in the BPO sector, the shift may have already been underway.

Working from Home Post COVID

May 31, 2020 Derek Finch

Working from Home Post COVID is going to present a range of new challenges, especially for those working in contact centres as we reveal in this article.

How COVID-19 has impacted the Australian contact centre industry

The impact of COVID19 on contact centres

April 17, 2020 Last Updated: December 16, 2023
Derek Finch

The impact of COIVD-19 on Contact Centres in Australia has been quite dramatic to say the least – we take a look at what the new normal is and how to plan for it.

Is Artificial Intelligence really needed to improve the Customer Experience?

Is Artificial Intelligence really needed for CX improvement?

June 16, 2017 Last Updated: December 1, 2019
Derek Finch

Do you really need Artificial Intelligence for CX transformation? It seems to occupy every other article on customer experience and contact centres. I was reading one today and one quote said customers only ring their contact centre as a last

Purchasing contact centre technology

March 16, 2016 Last Updated: July 29, 2021
Derek Finch

If you are looking at purchasing Contact Centre Technology for your call centre we’ve got a handy guide and some additional resources to make it that little bit easier.

Customer Experience – a new world or a new word?

January 29, 2016 Last Updated: November 14, 2018
Derek Finch

It seems every other organisation is now appointing a Customer Experience Manager or changing the name of the Customer Service Manager. Customer Experience is the new black! Over the last couple of years I have had the opportunity – through