Articles by Justin

Use of voice biometrics in call centres on the rise
Technology (Advanced)

Using Voice Biometrics in call centres

January 25, 2016 Last Updated: November 16, 2019
Justin

Voice Biometrics popularity is on the rise delivering an improved customer experience and deliver efficiencies in contact centres. The technology is saving valuable seconds off every call and saving the customer the pain of having to identify themselves on every call. Its truly a win-win!

Origin Energy call centre outsourcing changes
News & Press Releases

Origin Energy call centre outsourcing changes

January 15, 2016 Last Updated: November 21, 2019
Justin

Origin Energy announce changes to local call centre outsourcing arrangements After an article on ABC, Origin Energy’s external affairs manager Ryan Auger has confirmed that they will not be renewing their contract with call centre operator Aegis which is due

Startrack call centre video tour
Call Centre Career Tips

Tour of the Startrack call centre

January 14, 2016 Last Updated: November 24, 2019
Justin

We’ve got a great video where we get to go inside the StarTrack call centre to learn how they operate, meet the team and check out the furniture!

2015 Call Centre Industry Awards Programs & Winners
CX and Call Centre Awards

A complete list of 2015 Call Centre Industry Awards

January 1, 2016 Last Updated: July 12, 2020
Justin

A complete list of 2015 Call Centre Industry Award Winners for call centre, CX and customer service in Australia with direct links to all the different award programs in Australia.

CallActive Liquidation update
News & Press Releases

CallActive Liquidation – Update

December 3, 2015 Last Updated: January 11, 2020
Justin

A further update on the CallActive Liquidation that left hundreds of staff and customers in shock when they closed suddenly in November 2015 leaving hundreds of staff without their pay and entitlements.

CallActive gone - 40 year old call centre outsourcing closes suddenly
News & Press Releases

CallActive in Liquidation

November 30, 2015 Last Updated: January 11, 2020
Justin

Sad news with call centre outsourcer CallActive, a 40-year-old Australian company, suddenly closing the doors on Friday leaving hundreds of staff and customers in shock

Banning emails at work
CX Executive Tips

Banning emails at work

November 25, 2015 Last Updated: January 4, 2020
Justin

One Australian workplace has finally had enough and is banning emails at work. Is it just a crazy concept or could it actually work?

Telstra cut another 200 call centre jobs from Australia
Community Education

Telstra cut another 200 call centre jobs

November 24, 2015 Last Updated: January 2, 2020
Justin

Telstra have continued to move call centre jobs overseas with another 200 jobs being made redundant although Telstra claim it’s not at the expense of local jobs.