Justin - Contributing Author on CX Central

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.

child abuse hotline with 42 per cent abandoned calls

Child abuse report line call centre failure

January 14, 2017 Last Updated: November 25, 2019
Justin

One South Australian Government agency is experiencing a 42% abandonment rate resulting in over 14,000 missed calls on their child abuse report line.

Searching the internet impacting call centre volumes

Contact Centre volumes declining

January 2, 2017 Last Updated: December 16, 2023
Justin

A new survey confirms that contact centre volumes are declining as customers search the internet for answers ahead of a calling a call centre.

All the 2016 Australian Customer Service Award Winners

2016 Customer Service Award Winners

January 1, 2017 Last Updated: July 12, 2020
Justin

A list of all the Australian 2016 customer service award winners in 2016 with a focus on call & contact centre related awards. Discover the top companies and individuals in Australia being recognised for providing outstanding customer service.

Careers Australia Call Centre announces immediate closure

Careers Australia call centre closes suddenly

December 15, 2016 Last Updated: November 30, 2019
Justin

On the back of a horror month for the Australian call centre industry another company has announced the immediate closure of its Aussie contact centres. Careers Australia announced the immediate closure of their 200 seat call centres impacting NSW and QLD workers.

How the Australian Tax Office is using a virtual assistant to improve self-service

December 9, 2016 Last Updated: November 18, 2019
Justin

The ATO has released some data revealing how their use of a virtual assistant to improve self-service has reduced the load on the call centre channel.

Australia’s 2016 Christmas shopping preferences

December 1, 2016 Last Updated: October 13, 2020
Justin

A new survey has revealed what Santa will be bringing you for Christmas 2016 along with results on where and when the shopping will be done and the influence online shopping is having on the retail sector.

Australian BPO Contact Centres Australia in the spotlight

BPO Contact Centres Australia caught in crossfire

November 30, 2016 Last Updated: November 20, 2019
Justin

BPO Contact Centres Australia received 58c in every fundraiser dollar raised by NSW Rural Fire Service Fundraising efforts by the NSW Rural Fire Service Association, a registered charity set up to support volunteer Firey’s in the NSW Rural Fire Service,

Articles by Justin