Articles with 'Telstra'

Adoreboard announced as a Gartner Cool Vendor

Adoreboard announced as Gartner Cool Vendor

July 24, 2019 CX Central

Adoreboard has been announced as a 2019 Gartner ‘Cool Vendor’ for their Artificial Intelligence solutions for Customer Analytics used by customers like Telstra.

Is Telstra killing off more Australian call centre jobs?

October 20, 2016 Last Updated: January 14, 2019
CX Central

Updated 17:25, 20 October 2016 With a number of Outsourcers already heavily impacted by Telstra over the past few years (some terminally) there is news today that Telstra has recently cancelled its contract with Outsourcer Serco effective from 2017 to

Another 300 Telstra jobs gone to improve customer service

September 30, 2016 Last Updated: August 30, 2020
CX Central

Another 300 Telstra jobs gone from their back-office which Telstra claim is actually going to help improve their customer service…

More Telstra call centre jobs axed

July 9, 2016 Last Updated: October 13, 2020
Justin Tippett

Telstra has confirmed plans that they are axing 326 call centre jobs from their Perth and Melbourne centres and shifting them to the Philippines.

Telstra's offshore call centre cultural alignment shocker

Telstra’s offshore call centre in cultural alignment shocker

April 18, 2016 Last Updated: March 14, 2020
CX Central

Telstra have had another cultural alignment shocker by their offshore call centre leading to another customer service nightmare.

How NPS data is helping Telstra improve their CX

How NPS data is helping Telstra evolve their customer experience

July 29, 2015 Last Updated: July 23, 2021
CX Central

Telstra has started extending their analytical capabilities into customer experience and optimising services outcomes using NPS and a variety of other data.

New 3,500 seat Telstra Philippines call centre opens

April 29, 2015 Last Updated: April 21, 2020
CX Central

A new Telstra Philippines call centre has opened with 3,500 seats in Manilla. The move will continue to frustrate Telstra’s customers who are already frustrated with customer service delivered by offshore call centres. And in a double blow, its a sure sign more local call centre jobs will be lost.

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
CX Central

With digital interactions increasing for customer support we take a peak inside Telstra’s Digital Contact Centre and how they manage Social Media enquiries.