The contact centre industry is set for major shifts in 2025 as consumer preferences evolve and companies adapt.
Richard Forrest, Founder and Managing Director of Forrest Contact, forecasts increased demand for genuine human interaction within contact centres, as consumers grow weary of AI-driven interactions.
Customer service has seen many changes in the past few decades, with the rapid development of certain technologies like…
Manually monitoring agent-customer interactions for performance evaluation is like using a typewriter in the smartphone era. Remarkably, 75% of…
In the rush to embrace artificial intelligence, contact centres in Australia are hurtling towards an unexpected reality: AI will…
Every organisation has a story—a unique journey that defines its identity, purpose, and aspirations. This story, often referred to…
COPC Inc., together with Citrus Recruitment and Auscontact, recently released the 2024 Australia Contact Centre Salary Workplace Insights Report.…
Imagine you’ve been working towards securing a senior leadership role for 2 years and suddenly you have reached your…
Effective Workforce Management (WFM) is a game- changer for contact centres, back office and retail operations. The role of…
Microsoft has officially launched its highly anticipated Dynamics 365 Contact Centre, offering businesses a powerful solution to enhance customer…