Articles with 'Technology' - CX Central

April 20, 2024

What is cyborg telemarketing

What is Cyborg Telemarketing?

January 13, 2015 Last Updated: October 20, 2019
Justin

The future has already arrived with cyborg telemarketing already in play – but just what is it? We look at the latest trend in telemarketing that uses technology to overcome language barriers to using telemarketing from cheap labour countries all at the push of a button.

Telstra Ventures announces investment in Panviva

December 10, 2014 Last Updated: January 15, 2019
Justin

Telstra Ventures announces investment in Panviva, the leading provider of cloud-based business process guidance software solutions after the completion of a minority equity investment. The investment by Telstra Ventures enables Panviva to accelerate product development and expand its sales and marketing

Must-have speech analytics features

3 Features your Speech Analytics platform must have

December 4, 2014 Last Updated: December 16, 2023
Justin

If you are in the market for a speech analytics solution then make sure these three speech analytics features are part of your platform.

Australia Post call centre technology upgrade

Australia Post call centre technology upgrade

October 29, 2014 Last Updated: March 10, 2020
Justin

Australia Post has upgraded the call centre technology to personalise the customer experience and increase the efficiency of customer enquiries.

How DHS is utilising big data to improve customer service

DHS is utilising big data to improve customer service

August 27, 2014 Last Updated: November 25, 2019
Justin

On a quest to improve its customer service, DHS is utilising big data to improve customer service and with operating 27 call centres across Australia with millions of transactions, every second they can shave off a call has a huge impact.

Woolworths Liquor upgrades call centre technology

Woolworths’ Liquor upgrades call centre technology

April 1, 2014 Last Updated: October 13, 2020
Justin

Woolworths’ Liquor upgrades call centre technology to improve efficiency and the customer experience selecting interactive intelligence as their technology partner.

Zendesk is growing rapidly in Australia and New Zealand

Zendesk is growing rapidly in Australia & NZ

February 6, 2014 Last Updated: March 15, 2020
Justin

Zendesk is growing rapidly in Australia & NZ as customers use their cloud-based solutions to manage customers enquiries over a number of channels.

Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

8 Common Mistakes Made By New Contact Centre Team Leaders

June 22, 2020 Last Updated: October 11, 2020
How Leaders Build Teams

February 11, 2015 Last Updated: July 15, 2020
4 Tips to developing effective Team Leaders

November 27, 2014 Last Updated: July 15, 2020

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