Articles with 'figures'

Poor customer experience in Australia costing $122B

April 6, 2016 Last Updated: February 14, 2020
Justin

Poor customer experience in Australia is costing businesses $122B according to new research by Accenture. More stats and four key tips to fix it.

75 amazing Customer Experience statistics

Staggering eCommerce and Customer Experience statistics

April 5, 2016 Last Updated: January 11, 2020
Justin

75 eCommerce & Customer Experience statistics, facts and quotes that will blow your mind and shift your thinking into a rapidly changing world.

Useful facts and figures about customer experience

March 29, 2016 Last Updated: December 27, 2019
Justin

A collation of useful facts and figures about customer experience that can be used in a business case or perhaps to settle a bet 🙂

Research of using stand-up desks in call centres

Stand-up desks in call centres | Research Findings

February 25, 2016 Last Updated: November 20, 2019
Justin

With lots of call centres now using stand-up desks, there is new research that reveals whether it has any impact on worker health or productivity.

Matching customers to call centre agents

February 11, 2016 Last Updated: February 27, 2020
Justin

New software is matching customer profiles to agent personalities to increase the CX and sales conversions. Creepy? Maybe. Effective? Absolutely.

The impact of digital first customers on the call centre

How the Digital First customer is changing the contact centre

February 10, 2016 Last Updated: December 25, 2019
Justin

The digital-first customer is looking for solutions before they ring a call centre – these stats confirm how it’s changing the way call centres operate.

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.