Articles with 'research'

Australians Intolerant to Poor Customer Service

February 28, 2019 Last Updated: December 1, 2019
CX Central

RingCentral research shows Australia is the least tolerant country to poor customer service with six brands dropped a year as a result of a bad experience.

2018 Australian Contact Centre Industry Report

March 15, 2018 Last Updated: October 11, 2020
CX Central

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
CX Central

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
CX Central

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.

5 Ways to reduce office interruptions 2019

5 Tactics to stop being interrupted at work

September 12, 2017 Last Updated: December 31, 2019
Derek Good

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.

Customer Experience in Banking 2017

August 11, 2017 Last Updated: March 11, 2020
CX Central

The Avaya commissioned Customer Experience in Banking 2017 report shows the rising importance of omnichannel solutions for customers.

More Australian call centre agents working from home than ever before

July 30, 2017 Last Updated: September 28, 2021
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: November 9, 2021
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: July 21, 2021
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?