The contact centre industry is set for major shifts in 2025 as consumer preferences evolve and companies adapt. Richard Forrest,…
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…
Magazine
View AllIn the business world, few axioms have enjoyed as much prominence as the assertion that “culture eats strategy for breakfast.”…
After recently attending the Contact Centre Summit in Sydney, one thing was clear – our industry is undergoing a profound…
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