2018 Australian Contact Centre Industry Report
Call Centre KPIs & Metrics

2018 Australian Contact Centre Industry Report

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 call centres longest wait times
In the Community

Australian call centres longest wait times 

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.

Sportsbet Customer Experience Journey
Improve the CX

How Sportsbet Customer Service is changing the game

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.

The cost of bad customer service in Australia
Improve the CX

The cost of bad customer service in Australia

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.