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ChatGPT still not meeting European data accuracy standards
eSafety and foreign regulators to sync content bans and oversight schemes
Automic CIO scratches itch for weekly security improvements
Home Affairs' ICT modernisation needs backed by another review
UniSuper's Google cloud deletion traced to "blank parameter" in setup
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Partner Content
Going digital to turn contact centres into customer experience centres
Developing successful contact centres that customers actually like to use and don’t earn a bad reputation with them is something of a black art.
Apr 12 2024 10:25AM
Qantas looks to tech platforms to reduce call centre wait times
Says more than half of calls could be self-served.
Apr 7 2022 1:21PM
Service NSW to make its contact centre operations 'geographically agnostic'
Under broader transformation effort.
Sep 10 2021 1:15PM
Vocus migrates contact centre to run on Amazon Connect
Handles calls for its enterprise, government, and wholesale business.
Aug 12 2021 8:10AM
Beyond Bank modernises its contact centre environment
Puts focus on omnichannel experiences.
Oct 26 2020 6:50AM
Telstra predicts inbound call volumes will fall to around 11 million
Down from 36 million pre-T22.
Oct 13 2020 11:54AM
ANZ breaks down Agile transformation of its contact centre
With an automated test regime to keep CX together.
Aug 12 2020 6:53AM
Telstra to have Australian agents answer all inbound calls from 2022
Contact centre mix changes made in COVID to become permanent.
Jul 9 2020 2:32PM
Sportsbet turns to data insights to meet live betting demands
Spends three years honing workforce planning for its contact centres.
Jun 9 2020 6:46AM
Vocus returns Dodo, iPrimus contact centres to 85 percent capacity
Staff working from home across two countries.
Apr 9 2020 4:36PM
Telstra uses AI to vet 19,000 candidates for 1000 temp jobs
Reveals need for extra 2500 workers.
Apr 8 2020 6:25PM
NAB re-platforms call centres onto Amazon Connect
Adding IVR options will no longer cost $70k and take months.
Dec 10 2019 7:07AM
Vodafone flags 130 job cuts at Hobart call centre
Blames regulatory obstacles, 5G costs.
Oct 9 2019 3:35PM
TechOne rings up new cloud comms platform
Uniting its global workforce.
May 16 2019 10:54AM
Govt to pressure telcos to host call centres onshore
To resolve complaints faster.
Nov 15 2018 12:14PM
Vision Australia revamps contact centre software for blind staff
Builds accessible desktop with Amazon, VoiceFoundry.
Oct 29 2018 1:39PM
Toll swaps stagnant Siebel for Salesforce
CRM couldn't scale to handle Christmas.
Sep 28 2018 9:12AM
Foxtel turns to data to keep its customers
Works out how much to discount its products to stop churn.
Jul 3 2018 12:54AM
Genesys to buy Interactive Intelligence for $2 billion
Hopes to fight off contact centre rivals.
Sep 1 2016 10:04AM
Telstra to cut 150 jobs from enterprise services group
Adds to 200 voluntary redundancies in call centres.
Nov 26 2015 11:05AM
