Browsing: Contact Centre

Mark Atterby, Editor of CXFocus, recently interviewed Ledi Lapaj, Director Customer Experience Bank-al-Etihad, who is…

Ever felt frustrated by a chatbot that just doesn’t seem to get what you’re saying?…

The cost of bad customer service in Australia is estimated to be $74 billion annually,…

Public service’s dynamic landscape means that government departments face a pivotal challenge: evolving citizen experiences…

Imagine calling a customer support hotline, and the representative knows your name, understands your previous…

As Australian organisations struggle to compete in an increasingly complex and dynamic business landscape, the…

The beating heart of every insurance company on the planet is indisputably its contact centre.…

In today’s experience economy, consumers want more personalisation in their interactions with brands. Organisations that…

World Vision Australia is a humanitarian aid and development organisation that aims to elevate children…

The BPO industry emerged and grew over the 80s, 90’s and 2000s primarily as a…