Articles with 'research' - CX Central

April 19, 2024

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.

Does technology prevents customer engagement

How technology prevents customer engagement

March 27, 2015 Last Updated: March 13, 2020
Justin

Latest research suggests that technology prevents customer engagement rather than increases it so is it through poor design or execution?

ANZ Customer Experience transformation

The ANZ Customer Experience Transformation Journey

November 19, 2014 Last Updated: March 10, 2020
Justin

With eight million customers and 47,000 staff making changes was never going to be easy. We look at ANZ’s CX Transformation and how they achieved it.

Chief Experience Officer emerges as a new role

Chief Experience Officer emerges as a new role

November 13, 2014 Last Updated: March 13, 2020
Justin

The Chief Experience Officer emerges as a new role as businesses pivot to focus on CX as the key point of market differentiation.

15 things you didn’t know about working in the Australian call centre industry

September 27, 2016 Last Updated: August 13, 2021

Working in the Australian call centre industry often receives some bad press so here are 15 positive things about working in the industry.
What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.

Workplace ideas for Halloween

October 22, 2017 Last Updated: October 11, 2023
Call Centre Reward and Recognition Program

February 21, 2021
The real truth about employee engagement

January 9, 2017 Last Updated: February 3, 2021

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