News & Press Releases

CX & Call Centre Industry News in Australia

Since 2011 we’ve been collating and publishing a range of news, resources, articles, research, white papers and case studies for the Australian call centre and CX industry.

You can search through hundreds of articles to discover the latest news along with what’s happening in the local contact centre industry with call centre news covering all states including Victoria, New South Wales, Queensland, Western Australia, South Australia and Tasmania.

You will now find White Papers and Case Studies on our downloads page.

How to search

You can simply browse through all the call centre industry news and press releases below in date order, or, we have some links below for some popular news categories:

You can also use the Search function at the top of the page and type in what you are looking for.

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Browse through the CX & Call Centre Industry News and Press Releases below:

AAMIs work from home call centre
Call Centre Career Tips

AAMI’s work from home call centre model

September 22, 2014 Last Updated: September 28, 2021
Justin

Australia is finally catching up with overseas trends with AAMI’s work from home call centre model getting the thumbs up from employees.

How DHS is utilising big data to improve customer service
News & Press Releases

DHS is utilising big data to improve customer service

August 27, 2014 Last Updated: November 25, 2019
Justin

On a quest to improve its customer service, DHS is utilising big data to improve customer service and with operating 27 call centres across Australia with millions of transactions, every second they can shave off a call has a huge impact.

News & Press Releases

300 Qantas call centre jobs at risk

February 28, 2014 Last Updated: November 21, 2019
Justin

More Qantas call centre jobs are at risk Tasmanian call centre workers are anxious to know whether their jobs are safe after Qantas confirmed this week that 5,000 jobs will go at the Australian Airline. There are 300 staff working

Zendesk is growing rapidly in Australia and New Zealand
News & Press Releases

Zendesk is growing rapidly in Australia & NZ

February 6, 2014 Last Updated: March 15, 2020
Justin

Zendesk is growing rapidly in Australia & NZ as customers use their cloud-based solutions to manage customers enquiries over a number of channels.