Customer service has seen many changes in the past few decades, with the rapid development of certain technologies like AI…
Manually monitoring agent-customer interactions for performance evaluation is like using a typewriter in the smartphone era. Remarkably, 75% of contact…
In the rush to embrace artificial intelligence, contact centres in Australia are hurtling towards an unexpected reality: AI will make…
Every organisation has a story—a unique journey that defines its identity, purpose, and aspirations. This story, often referred to as…
COPC Inc., together with Citrus Recruitment and Auscontact, recently released the 2024 Australia Contact Centre Salary Workplace Insights Report. This…
Imagine you’ve been working towards securing a senior leadership role for 2 years and suddenly you have reached your goal.…
Magazine
View AllUnderstanding the customer journey has become crucial for brands seeking to maintain relevance and drive growth. With the CPG sector…
The Current State of the Call Centre Industry in Australia The call centre industry in Australia is undergoing significant transformation,…
With a strong leadership philosophy centred around its people, CCSG Group is going from strength to strength. Founded in 2005,…
RICHARD FORREST – Chairman, Forrest Contact Richard is a force to be reckoned within the contact centre industry. A…
“Always give people more than they expect to get.” The contact centre industry is a rapidly evolving landscape with…
As we continue to explore the most influential people in the contact centre industry, we are pleased to present…
We are proud to present the next 20 influencers who have driven change in the contact centre industry. Their…
Continuing our series on the Top 100 Influencers in the Contact Centre Industry, we are excited to present another…
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