CX-hdr-2018

Are Australian contact centres keeping pace with innovation?

Although Australians have a reputation for being early adopters of technology, recent research by Fifth Quadrant indicates that Australian contact centres may be struggling to keep pace with innovations taking place globally.

Topics: contact centre omni-channel call centres Chatbot Artificial Intelligence CX Articles & Insights

2018 Contact Centre Report Reveals Majority Of Industry Is Striving To Improve CX

Fifth Quadrant has just released its 2018 Australian Contact Centre Benchmark Report which reveals that almost three-quarters of the industry (73%) is striving to improve customer experience (CX) through technology that optimises agent performance and delivers a more customer-centric channel offering.

Topics: contact centre Voice of Customer CX Articles & Insights market research research

Latest Contact Centre Report From Fifth Quadrant

The 2018 Australian Contact Centre Benchmark Report has just been released by Fifth Quadrant. The report contains over 140 pages of insights into the industry. Some highlights contained in the report include the following.

Topics: contact centre CX Articles & Insights

9 Tips For Improving First Call Resolution

A recent report found that complaints from Australian residential consumers and small businesses about landline phone, mobile phone and internet services massively increased in the 2016/2017 financial year.

The Australian Telecommunications Industry Ombudsman (TIO) recently released the report, revealing that 158,016 complaints had been made from 1 July 2016 to 30 June 2017, a 41.1% increase on the previous financial year.

Topics: contact centre CX Articles & Insights

#Illawarra Yes – First Participants Graduate from Employment Pilot

#ContactCentreYES delivers real jobs for the Illawarra Shoalhaven region

Illawarra Youth Employment Strategy (#IllawarraYES), a 12-month pilot program, which was launched in July 2016 as an initiative between the NSW Government, Industry NGO’s and employment services, has produced its first work ready graduates in the contact centre industry.

The aim and intention of the #ContactCentreYES program was to provide young people aged 17 - 24 with work experience and training in the contact centre industry, which is a major employer in Wollongong and across the Illawarra-Shoalhaven region.

The #ContactCentreYes program was developed by Auscontact Association - the peak body representing contact centres across Australia - and delivered by training organisation TAFE NSW, with the participation of volunteers from Auscontact and local businesses providing the onsite work placement training. The organisations involved were Illawarra Smart Centre (Department of Human Services), Medibank AHM, University of Wollongong, SkyDive the Beach, Peoplecare, IRT and NEC.

Ten out of the original class of 11 graduated with a partial Certification I in Customer Engagement and 50% of those graduates were employed by the end of training. The remaining 50% have been invited to apply for specific positions.

Mrs Fiona Keough, Chief Executive Officer, Auscontact Association, is delighted with this success. “It is great to see the program has delivered tangible employment outcomes and it’s certainly something we’d like to see continue and grow to other areas. I want to particularly commend all the businesses and members of our Association that provided workplace experience and a special mention to key member volunteers, Rebecca Dickinson (University of Wollongong), Tory Macri (Peoplecare), and Dot Hennessy (Choices & Challenges) who really drove its success on the ground,” said Mrs Keough.

TAFE NSW Regional General Manager Kerry Penton said the training provider is pleased the program is making a positive impact on the lives and careers of graduates.

“The combination of training with real world practical industry experience gives students the chance to apply their learning, build skills and confidence and enhance their understanding of the contact centre industry. We wish them all the best with their future careers,” said Ms Penton.

Topics: contact centre press release

Small Contact Centre Improvements Deliver BIG Business Benefits

A modern contact centre represents a significant investment for any business, and ensuring it delivers the best possible return is vital. A balance must be achieved between running costs, agent productivity and customer service levels.

For this reason, businesses are constantly on the hunt for ways to improve their contact centre's functionality. Even incremental changes can have a significant positive impact over the longer term.

Topics: contact centre CX Articles & Insights

QPC Expands Presence with Melbourne-based Senior Consultant Appointment

Melbourne, 14 June 2017 – QPC, the specialist contact centre services and solutions company, has expanded its presence in Victoria with the appointment of Justin Kingma as Senior Consultant based in Melbourne.

Topics: contact centre press release

Social Media's Transition Into a CX Channel

It's about them, not you

Just over a decade ago, businesses made their first forays into the world of social media. After initially ignoring social media as perhaps a fad, brands gradually started to use it as a marketing channel to sell their products or services.

Yet even though social is maturing as a channel, many brands still approach it rather awkwardly, a sentiment echoed by our own Steve Nuttall in a recent interview he gave to InTheBlack.

Topics: Customer experience contact centre CX Articles & Insights social media

How Channel Migration is Changing the Role of the Contact Centre

Contact centres play a key role in the communication activities of many organisations, however the way they're being used is rapidly changing. 

Traditionally, the majority of interactions between customers and a contact centre have been by phone call. Teams of headset-adorned agents would answer incoming calls and answer queries, take orders or provide information and other services.

Topics: Customer experience contact centre CX Articles & Insights

Amazon Connect Poised to Disrupt Contact Centre Industry

With the U.S. retail giant's recent announcement of the global launch of Amazon Connect - industry experts left wondering what outcome to expect

The level of industry disruption coming from Amazon places the company in a class all its own. From media company to tablet producer to contact centre solutions provider. Amazon is a multi-dimensional business disruptor. With Amazon Web Services (AWS) now offering contact centre solutions, the question begs, how will the industry cope and what impact will AWS have on the region if any?

Topics: contact centre CX Articles & Insights Amazon

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