As the Australian contact centre industry moves into another cycle of transformation, the pressure on operational performance, financial discipline, people management, and customer experience continues to rise. While technology trends often dominate industry conversations, the deeper issues holding contact centres back are often financial, structural, and operational.
AI is helping organisations in Australia and New Zealand meet mounting service capacity demands across a growing range of…
You came. You connected. You made it WOW. Last month, Call Design’s WOW 2025 wrapped up in Melbourne after…
Call Design, a global leader in workforce management and optimisation solutions, today announced it has signed a significant multi-year…
For the first time, Call Design’s Workforce Optimisation (WoW) Conference will be hosted in Melbourne, marking a major milestone…
As big corporations report record-breaking profits, many are outsourcing operations offshore, cutting costs but also cutting ties with local…
As contact centres across industries accelerate their digital transformation, the role of artificial intelligence is shifting, from shiny new…
After recently attending the Contact Centre Summit in Sydney, one thing was clear – our industry is undergoing a…
In an era where customer experience drives brand loyalty and commercial success, businesses are increasingly re-evaluating how they manage…