Articles with 'research'

The Evolution of Australian Government Call Centres

February 21, 2017 Last Updated: November 17, 2019
Matthew Carracher

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
Justin

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

Contact Centre volumes declining

January 2, 2017 Last Updated: December 16, 2023
Justin

A new survey confirms that contact centre volumes are declining as customers search the internet for answers ahead of a calling a call centre.

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: November 15, 2019
Kwame Aforo-Addo

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: November 18, 2019
Justin

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: August 29, 2021
Kwame Aforo-Addo

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: October 13, 2020
Justin

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: November 10, 2019
Brian Harkin

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: November 20, 2019
Justin

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.

How much would you pay to avoid working on weekends?

The price you pay to avoid working on weekends

October 25, 2016 Last Updated: December 16, 2023
Justin Tippett

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.

research