Articles with 'data'

Australian call centre wait times investigation

Call Centre Wait times investigation by A Current Affair

January 25, 2016 Last Updated: January 14, 2020
Justin

A Current Affairs has conducted a call centre wait times investigation of key Australian companies and there are some pretty ordinary results.

Vodafone complaints plummet

November 23, 2015 Last Updated: November 10, 2019
Justin

Vodafone complaints plummet In a recent report by the Telecommunications Industry Ombudsman, the key highlight was the plummet in Vodafone complaints that continued their downward spiral. And across all providers, the Telco industry received the lowest level of new complaints since

A sneak peak inside Telstra's digital contact centre

A sneak inside Telstra’s Digital Contact Centre

April 2, 2015 Last Updated: November 25, 2019
Justin

With digital interactions increasing for customer support we take a peak inside Telstra’s Digital Contact Centre and how they manage Social Media enquiries.

Does technology prevents customer engagement

How technology prevents customer engagement

March 27, 2015 Last Updated: March 13, 2020
Justin

Latest research suggests that technology prevents customer engagement rather than increases it so is it through poor design or execution?

3 Features your Speech Analytics platform must have

December 4, 2014 Last Updated: December 16, 2023
Justin

If you are in the market for a speech analytics solution then make sure these three speech analytics features are part of your platform.

Chief Experience Officer emerges as a new role

November 13, 2014 Last Updated: March 13, 2020
Justin

The Chief Experience Officer emerges as a new role as businesses pivot to focus on CX as the key point of market differentiation.

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.

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