Convergence > Call centres/contact centres

Seven call centre trends and predictions for 2021 and beyond

09 February, 2021

NICE has predicted the seven most dominant trends that will make a significant impact on call centre service in 2021 and beyond.

5 ways to make customer experience your brand

06 August, 2018 by Nathan Joynt, CX Cloud Business Group

Leverage the following tips to immediately improve your CX and ensure customers are always at the centre of your business strategy.

Sennheiser SC 660 TC wired headset for special hearing needs

02 December, 2016

The Sennheiser SC 660 TC wired headset for special hearing needs is designed for office professionals that use hearing aids.

Public sector beating private sector at CX

26 October, 2016 by Dylan Bushell-Embling

Australian consumers feel that government organisations are providing a superior customer experience to the private sector, a survey from Ovum suggests.

Telco complaint figures released

29 July, 2016

The Complaints in Context report by the Telecommunications Industry Ombudsman (TIO) and Communications Alliance has revealed a decrease in the overall number of telco complaints.

Contact centres still important in the digital age

11 July, 2016 by John Palfreyman, CEO, ipSCAPE

There are three key reasons why organisations with a contact centre should look to implement a cloud solution.

Airline passengers prefer self-service tech

26 May, 2016 by Dylan Bushell-Embling

Airline passengers are increasingly opting to use self-service technology over interacting with people during the booking, check-in and travel stages, says a new study from SITA.

ShoreTel Hosted Voice cloud-based voice service

04 May, 2016

ShoreTel has launched ShoreTel Hosted Voice, a fully managed IP telephony hosted solution offering voicemail, unified messaging, click to dial, mobility and audio conferencing services.

Aussies prefer personal touch for business, govt service

30 March, 2016 by Dylan Bushell-Embling

Australians overwhelmingly prefer conducting customer service queries in person or on the phone rather than online for interactions with both businesses and government organisations, separate studies show.

How Aussie SMBs are driving cloud adoption

09 March, 2016 by John Palfreyman

Small to medium-sized Australian businesses stand to gain from the cloud services revolution, particularly in the field of contact and call centres.

Zendesk opens tech HQ in Victoria

10 November, 2015 by Dylan Bushell-Embling

Customer service software vendor Zendesk will hire up to 175 technology employees to staff its new technology headquarters in Victoria, which is being supported by state government funding.

Cloud contact centre market doubles

06 October, 2015

The Australian cloud contact centre market grew by 99.1% in 2014 and is set to be worth $51 million by 2021, says a new Frost & Sullivan report.

Retaining your customer service staff

14 November, 2013 by Daniel Scheltinga*

Daniel Scheltinga discusses how to reduce churn in your customer service team by focusing on people, process and technology.

Nice Systems mobile workforce optimisation suite

14 October, 2012

NICE Systems’ mobile workforce optimisation suite enables staff to access operational and personal data using their mobile phone or tablet. This set of applications can help employees interact in a more social and engaging manner for enhanced customer service and a better work environment.

Chinese contact centre market to overtake Australia by 2017

16 August, 2012

The Chinese contact centre market positioned itself in third place in the Asia Pacific region in terms of revenue in 2010 and will overtake Australia as the second largest market by 2017, according to Frost & Sullivan.

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