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:

Voice Biometrics Technology is booming
News & Press Releases

Voice Biometrics Technology

February 1, 2018 Last Updated: December 1, 2019
Justin

Voice Biometrics technology is booming as companies look to quickly authenticate customers to reduce costs and improve the customer experience. The Australian Taxation Office has lead the charge in Australia using the technology on millions of calls per year.

Melbourne secures new BPO with 80 new jobs
News & Press Releases

Melbourne secures new BPO

November 22, 2017 Last Updated: December 16, 2023
Justin

Melbourne has secured a new global Sales & Marketing BPO with support from the Victorian Government with plans for an initial 80 new jobs.

Concentrix mid year review 2017
News & Press Releases

Concentrix mid year review 2017

August 15, 2017 Last Updated: November 18, 2019
Justin

Concentrix’s Country General Manager (Australia & New Zealand) Peter Monk has released his mid-year review including Concentrix’s recent acquisition of Tigerspike.

Customer Experience in Banking 2017 report
How to Improve the CX

Customer Experience in Banking 2017

August 11, 2017 Last Updated: March 11, 2020
Justin

The Avaya commissioned Customer Experience in Banking 2017 report shows the rising importance of omnichannel solutions for customers.

How to STOP telemarketing calls to your home and mobile in Australia
Community Education

How to stop telemarketing calls in Australia

August 3, 2017 Last Updated: October 1, 2020
Justin Tippett

Like most Australians, I get annoyed by telemarketing calls. But what can be done in Australia to stop telemarketing calls and what are the rules? We reveal the truth from inside the call centre industry.

Call Centre agents working from home
CX Executive Tips

More Australian call centre agents working from home than ever before

July 30, 2017 Last Updated: December 16, 2023
James Witcombe

A new survey released by SMAART recruitment has revealed more Australian call centre agents are working from home than ever before as contact centre technology improves to the point its a replica of working in a traditional call centre with all the comforts of home and no commuting time.