Articles with 'facts'

2018 Australian Contact Centre Industry Report

March 15, 2018 Last Updated: October 11, 2020
Justin

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.

Australian businesses falling behind in AI adoption

February 22, 2018 Last Updated: February 27, 2020
Justin

A new report on AI adoption has revealed Australia is falling behind on the global stage however a strong local awareness of AI is expected to lead to significant investment over the next 5 years.

contact centres investment in analytics on the rise

Australian contact centres investment in analytics and AI is on the rise

October 3, 2017 Last Updated: November 18, 2019
Justin

New research from Bluewolf has revealed Investment in analytics and AI on the rise in Australian contact centres as they focus on improving the CX to improve customer loyalty and profitability.

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.

Australian call centres longest wait times

April 16, 2017 Last Updated: December 16, 2023
Justin Tippett

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.

Contact Centre Week 2017 – Key Learnings

March 13, 2017 Last Updated: December 25, 2019
Justin Tippett

Justin Tippett, co-conference chair shares his summary of contact centre week 2017 with some key learnings, quick takeaways and some interesting stats.

The Centrelink call centre

March 8, 2017 Last Updated: December 16, 2023
Justin Tippett

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 2020?