Australians Intolerant to Poor Customer Service

February 28, 2019 CX Central 0

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: January 28, 2019
CX Central 0

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: March 26, 2019
CX Central 0

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 on the rise

October 3, 2017 Last Updated: January 16, 2019
CX Central 0

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: January 19, 2019
Derek Good 0

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: January 15, 2019
CX Central 0

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: January 28, 2019
James Witcombe 0

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: January 28, 2019
Justin Tippett 2

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: January 26, 2019
Justin Tippett 0

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: January 13, 2019
Justin Tippett 1

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?

The Evolution of Australian Government Call Centres

February 21, 2017 Last Updated: January 13, 2019
Matthew Carracher 0

It may have taken a while, but there are signs of an evolution of Australian Government Call Centres to improve the customer experience.

Why Contact Centres are critical to CX over the next decade

January 25, 2017 Last Updated: November 22, 2018
CX Central 0

A new survey has predicted that customer experience over the next decade will be critical to businesses with contact centres playing a critical role.

Searching the internet impacting call centre volumes

Searching the internet easier than contact centre

January 2, 2017 Last Updated: January 25, 2019
CX Central 0

New research reveals call centre managers are clueless in knowing how much customers try to avoid calling their centre according to the latest research.

Messaging Apps Users are on the rise in Australia

Messaging apps users in Australia is on the rise – new research

December 13, 2016 Last Updated: January 17, 2019
Kwame Aforo-Addo 0

The number of messaging app users in Australia is continuing to climb posing new challenges for customer service and call centre teams.

How the Australian Tax Office is using a virtual assistant to improve self-service

December 9, 2016 Last Updated: January 17, 2019
CX Central 0

The ATO has released some data revealing how their use of a virtual assistant to improve self-service has reduced the load on the call centre channel.

The rise and rise of messaging apps

December 8, 2016 Last Updated: January 17, 2019
Kwame Aforo-Addo 0

How the rise of messaging apps popularity is forcing businesses to rethink their entire CX strategy with traditional channel volumes on the decline.

Australia’s 2016 Christmas shopping preferences

December 1, 2016 Last Updated: January 15, 2019
CX Central 0

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.

Changing role of the contact centre

November 30, 2016 Last Updated: January 25, 2019
Brian Harkin 0

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.

Contact centres failing in social media delivery

November 6, 2016 Last Updated: January 15, 2019
CX Central 0

A new study by Sydney based On Message has revealed that contact centres are failing in Social Media Delivery in a new study using Microsoft Messenger.

Employee preferences for working on weekends

The price you pay to avoid working on weekends

October 25, 2016 Last Updated: December 29, 2018
Justin Tippett 0

With call centre worker shifts often outside of traditional business hours, a recent study revealed how much staff would ‘pay’ to avoid working on weekends.

How Sportsbet Customer Service is changing the game

July 28, 2016 Last Updated: January 11, 2019
CX Central 0

With over 2M customers and turnover of $4B, Sportsbet recently provided some great insight the strategy behind the Sportsbet Customer Service transformation. Its a rare insight into how companies are using data and an multi-channel approach to customer acquisition and retention.

4 Call Centre Myths debunked

July 26, 2016 Last Updated: November 19, 2018
Justin Tippett 0

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

July 12, 2016 Last Updated: January 11, 2019
Justin O'Hehir 0

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.

Poor customer experience in Australia costing $122B

April 6, 2016 Last Updated: January 11, 2019
CX Central 0

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

Staggering eCommerce and Customer Experience statistics

April 5, 2016 Last Updated: November 19, 2018
CX Central 1

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