As big corporations report record-breaking profits, many are outsourcing operations offshore, cutting costs but also cutting ties with local expertise and customer understanding. This growing divide highlights a critical challenge for Australian businesses: how to stay competitive while still delivering the customer experience their clients expect.
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…
HCLTech and Microsoft are taking customer service innovation to the next level by strengthening their strategic partnership. Together, they…
Over the last seven years, Google has steadily made its way into the contact centre industry. While its presence…
Telstra is taking a bold step to strengthen connectivity in Australia with its latest partnership with SpaceX. The telecommunications…
The Commonwealth Bank is making waves by testing a new AI-driven chatbot named “Hey CommBank.” This cutting-edge tool, inspired…
Bendigo Bank is reaping the rewards of its transition to Amazon Web Services’ (AWS) Connect platform, reporting significant gains…
For years, Microsoft had been cautiously navigating the contact centre space, focusing on enhancing its CRM offerings and integrating…