Its been a long time between drinks but the 2018 Australian Contact Centre Industry Report has finally been published with some interesting results. We reveal some of the key findings in this helpful info-graph courtesy of Fifth Quadrant.
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.
In Channels Nine's latest bid for a Walkley Award, reporter Nat Wallace's investigation has revealed Australia's longest call centre wait times. Its a hard hitting piece of journalism that leaves no stone unturned in hunting down the worst offenders. OK think we've built it up enough...
How the Centrelink call centre lies about their stats has been revealed in a Senate Estimates committee uncovering some horrible customer experiences and the crazy wait times customers have to put up with.
A look at the Evolution of CX in the Australian Government Contact Centre and what Australians can expect from government departments in the future. And lets face it, there is plenty of room for improvement!
A quick walk through any populated area and you wont be surprised to learn that the aussies love of messaging apps is on the rise.Recent data has revealed the growing transition on how Australian's are moving to messaging apps with SMS and voice calls on the decline. But whats it mean for business?
The ATO has released some data revealing the impact the introduction of their Virtual Assistance, Alex, is having on the their call centre. If you were looking for some data on the benefits of introducing automation for enquiries then you will find this interesting.
A new survey has revealed what Santa will be bringing you for Christmas 2016 along with results on where and when the shopping will be done and the influence online shopping is having on the retail sector.
Customer Operations executives are continually refining their service delivery models to accommodate for new digital strategies, new business growth, ever increasing performance expectations of internal stakeholders or simply to cut […]
They are the most dominant spenders on the planet and their expectations on interacting with businesses is very different to the traditional customer service approach. We found out what millennials need and expect by going straight to the source. OK take a big breath...
Despite a noticeable shift in flexible working arrangements, including working from home options, recent research suggests that our best social interactions with friends and family still occur more on weekends […]
With over 2M customers and turnover of $4B, Sportsbet recently provided some great insight the strategy behind the Sportsbet Customer Service transformation. Its a rare insight into how companies are using data and an multi-channel approach to customer acquisition and retention.
What is bad customer service costing your organisation? According to the latest research Australian businesses lose over 4 Billion dollars by not providing a great customer experience. Thankfully there is one simple solution to help improve your customer service that is free to implement and costs nothing to purchase.