Justin - Contributing Author on CX Central

5 Key steps on how to change the call centre culture

How to change the call centre culture to deliver CX improvements

August 13, 2015 Last Updated: November 24, 2019
Justin

5 Expert tips on how to change the call centre culture to be more customer-centric that can be used and applied in any call centre.

Telstra announce Genesys contact centre solution in the cloud

Telstra announce Genesys cloud-based contact centre

August 12, 2015 Last Updated: November 23, 2019
Justin

Telstra announces the Genesys cloud Contact Centre solution will now be available as part of a strategic partnership with US contact centre vendor Genesys.

Error Tolerance: The new wave in Customer Experience

August 10, 2015 Last Updated: January 20, 2020
Justin

Initially used in manufacturing, error tolerance design is now playing a crucial role in delivering a great Customer Experience for businesses.

ATO TO USE VOICE BIOMETRICS FOR AUTHENTICATION

The ATO to use voice biometrics to authenticate customers

July 31, 2015 Last Updated: November 18, 2019
Justin

The Australian Taxation Office has completed its two-phase deployment of Nuance’s voice biometrics to authenticate customers in its call centre.

How NPS data is helping Telstra improve their CX

How NPS data is helping Telstra evolve their customer experience

July 29, 2015 Last Updated: December 16, 2023
Justin

Telstra has started extending their analytical capabilities into customer experience and optimising services outcomes using NPS and a variety of other data.

The benefits of call monitoring in a call centre

The benefits of call monitoring in improving the customer experience

July 27, 2015 Last Updated: February 11, 2020
Justin

It’s not exactly a secret that there are lots of benefits in call monitoring in a call centre. We share some practical examples and how technology can help.

How Cloud contact centre solutions are the new frontier for call centre technology

Hosted and Cloud Contact Centre Solutions are burgeoning in Australia

July 22, 2015 Last Updated: December 16, 2023
Justin

Cloud solutions are increasingly becoming popular for contact centres in Australia providing a host of benefits over the more traditional technology model.

Australian Citibank Customers have been caught up in a call centre scam from the Philippines

Australian Citibank customers cleaned out by offshore call centre

July 20, 2015 Last Updated: November 20, 2019
Justin

Australian Citibank customers have been cleaned out by an offshore call centre resulting in a Philippines call centre worker being investigated for fraud.

Why businesses do better with telemarketing

July 15, 2015 Last Updated: November 18, 2019
Justin

How telemarketing can improve your business If you asked your friends and family how they feel about telemarketing, what response do you get? Annoying and intrusive are the likely answers. Telemarketing has long held the title of the black sheep