Articles by Justin

Australian Tax Office implements Voice Biometrics technology
News & Press Releases

Australian Tax Office implements Voice Biometrics

June 23, 2015 Last Updated: December 26, 2019
Justin

The Australian Taxation Office is hoping its punt on voice biometrics pays off as it implements the Nuance technology in its call centres as government departments across the globe quickly pick up on the voice biometrics trend saving millions of dollars for taxpayers and improving the customer experience.

Emerging 2015 contact centre trends
How to Improve the CX

2015 Contact Centre Trends

May 11, 2015 Last Updated: January 20, 2020
Justin

With technology moving at such a rapid pace we reveal what the 2015 Contact Centre trends were and did they come to fruition?

Telstra Philippines call centre
News & Press Releases

New 3,500 seat Telstra Philippines call centre opens

April 29, 2015 Last Updated: April 21, 2020
Justin

A new Telstra Philippines call centre has opened with 3,500 seats in Manilla. The move will continue to frustrate Telstra’s customers who are already frustrated with customer service delivered by offshore call centres. And in a double blow, its a sure sign more local call centre jobs will be lost.

Social media management in contact centres
Technology (Core)

Social Media Management in Contact Centres

April 26, 2015 Last Updated: December 29, 2019
Justin

Ready or not the call centres social media awakening is occurring with more and more consumers using social media channels for business enquiries resulting in new challenges to manage the customer, data and staff.

Offshore Call Centres

Do call centre accents impact on customer service?

April 1, 2015 Last Updated: January 14, 2019
Justin

By now you’ve most likely had an experience with an overseas call centre so have you ever pondered do call centre accents impact on customer service? Latest research from The University of Adelaide explores the relationship between communication and customer experience. But is