Delecon launches speech analytics platform
News & Press Releases

Delacon launches speech analytics platform

Using an artificial intelligence engine to transcribe and analyse all calls, Australian owned and operated global provider of call analytics, Delacon, has developed the specialist module to provide a deeper understanding of customer behaviour and sentiment once they move from the online to offline world.

2018 Australian Contact Centre Industry Report
Call Centre KPIs & Metrics

2018 Australian Contact Centre Industry Report

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.

Call Journey announce Genesys partnership
News & Press Releases

Call Journey announce Genesys partnership

Australian grown Call Journey have announced a partnership with Genesys that will enable customers of Genesys to harness powerful insights from voice data.

5 Ways to reduce office interruptions 2019
Call Centre Health & Wellbeing

5 Tactics to stop being interrupted at work

If you’re struggling to get your work done in the office then we’ve got 5 ways to stop getting interrupted at work that you can put into action immediately.

Australian call centres longest wait times
In the Community

Australian call centres longest wait times 

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.

Centrelink call centre
Call Centre KPIs & Metrics

The Centrelink call centre

The Centrelink call centre certainly has its fair share of critics with horrendous wait times (if you can get through) but are things about to change in 2019?

Australia's 2016 Christmas shopping preferences
News & Press Releases

Australia’s 2016 Christmas shopping preferences

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.

The change role of the contact centre
Improve the CX

Changing role of the contact centre

There is no question the role of the contact centre is changing as customer preferences change – which is why we recommend this one key process.

Executives

4 Call Centre Myths debunked

Call centre myths plague the broader business community so we hit back with some hard facts on why a call centres is a critical part of any business.

The cost of bad customer service in Australia
Improve the CX

The cost of bad customer service in Australia

What is bad customer service costing your organisation? According to the latest research Australian businesses lose over 122 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.

Executives

Staggering eCommerce and Customer Experience statistics

75 eCommerce & Customer Experience statistics, facts & quotes Hot on the heels of our customer experience useful facts and figures, we have a whopping 75 eCommerce and Customer Experience statistics published by https://receiptful.com (from the USA) that will certainly blow your