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Research, Facts and Figures

All our articles that contain research, results, facts and figures on the contact centre industry to help you with benchmarking and learning.

Investment in analytics and AI on the rise in Australian contact centres

Investment in analytics and AI on the rise in Australian contact centres

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Tech-driven changes in customer preferences has meant that Australian service organisations, such as contact centres, are expecting to increase their analytics investment (48%) and AI...
More Australian call centre agents working from home than ever before

More Australian call centre agents working from home than ever before

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Australian contact centres continue to embrace the global trend of providing work from home as a real option for its employees. In a talent short...
Australia's call centre wait times exposed

Australia’s call centre wait times exposed

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Channel 9's reporter Nat Wallace produced a report last week that conducted a hard hitting investigation into the wait times of some of the...
How the Centrelink call centre lies about their stats

How the Centrelink call centre lies about their stats

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Despite practically everyone in the country either personally or through a close friend/colleague having an horrendous experience in trying to call Centrelink we regularly...
The Evolution of CX in the Australian Government Contact Centre

The Evolution of CX in the Australian Government Contact Centre

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The Evolution of CX in the Australian Government Contact Centre The communication revolution has transformed the way we connect in this device driven world. As...
Contact Centres critical to customer experience over the next decade

Why Contact Centres are critical to CX over the next decade

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From the Author: A nice change from the usual doom and gloom articles that all predict the end of contact centres as we know...
Contact centre managers are clueless

Contact centre managers are clueless

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Not the most flattering headline but according to a recent survey by Ovum, contact centre managers are clueless when it comes to understanding how...
How the ATO used a Virtual assistant to improve self service

How the Australian tax office is using a virtual assistant to improve self service

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It seems like every second day we hear about the increasing prevalence of Virtual Agents, Chatbots and self-service technology and how its changing the...
Why Messaging Apps are continuing to rise

The rise and rise of messaging apps – Part 1

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Hello and welcome to an upcoming four-part editorial on messaging and the chatbot revolution at our doorstep. In this four part series I will,...
Australian's 2016 Christmas Shopping preferences

Australia’s 2016 Christmas shopping preferences

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Australian 2016 Christmas shopping preferences In the lead up to Christmas, we surveyed Australians to discover their shopping intentions for this Christmas season. To better understand...
Its all about the resolution

Contact Centre CX – Its all about the resolution

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Customer Operations executives are continually refining their service delivery models to accommodate for new digital strategies, new business growth, ever increasing performance expectations of...

Why millennials are a big deal

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Great article from Ben Noble sharing some recent and relevant stats on the needs and wants of millennials who in case you didn't know,...
Contact Centres Failing in Social Media Delivery

Contact Centres Failing in Social Media Delivery

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Sydney 3 November 2016: Australian brands are failing to provide quality experiences for customers making enquiries via the Facebook Messenger app, research from the country’s...
avoid working weekends

How much would you pay to avoid working weekends?

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Despite a noticeable shift in flexible working arrangements, including working from home options, recent research suggests that our best social interactions with friends and...
voice still the preferred channel

New UK research suggests voice still the preferred channel

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New research from the UK reveals people are still 'talkers'  not 'tappers' and would rather talk to someone than reach for the touch screen. Despite there...
Sportsbet is a game changer

How Sportsbet Customer Service is changing the game

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Whilst I've personally had a pretty crap experience with Sportsbet (You can read about my article '8 reasons why the Sportsbet Customer Experience sucks') there...
4 Call Centre Myths debunked

4 Call Centre Myths debunked

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We love any article that tries to bust a few myths about the contact centre industry and Callback software provider Fonolo have recently published the...
What is bad service costing

Cost of bad customer service in Australia

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There is an estimated cost of bad customer service in Australia of $4,000,000,000 per year... That's 4 Billion Dollars walking out of one business...

The top 25 companies to work in Australia

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A study just released by LinkedIn has revealed the top 25 companies to work with KPMG topping the list. Yep an accounting firm. Who...
charity donations jar

Charity donations on the rise

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With a number of outbound and telemarketing contact centres focussing on the fundraising sector there was some good news with charity donations on the...

Top customer service performers by industry Q3 15/16

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The Top Customer Service performers by industry for Quarter 3 2015/16 have just been released by Customer Service Benchmarking Australia. I'm no rocket...

Millennials and men are the most demanding

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A new survey conducted in the UK has revealed that Millennials and men are the most demanding when it comes to customer service in a...
Poor customer experience in Australia

Poor customer experience in Australia costing $122B

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Poor customer experience in Australia is costing businesses $122B per year according to new research from Accenture. Attempts by companies to shuffle their customers into...
75 ecommerce facts

75 eCommerce & Customer Experience facts, quotes and statistics

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Hot on the heels of our customer experience useful facts and figures, we have a whopping 75 eCommerce facts, quotes and statistics published by...
useful facts and figures on customer experience

Useful facts and figures about customer experience

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If you are anything like me you are constantly on the look out for useful facts and figures to include in a business cases...
causes of increased customer demand

Six key causes of increased customer demand and how to fix it

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David Jaffe and the team at Limebridge Consulting have written a short White Paper on the six key causes of increased customer demand and...
stand up desks

Are stand up desks worth all the hype?

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Workers using stand up desks feel more energised and are just as productive as those using traditional ones, according to a small Australian study. As...
call centre manager to play matchmaker

Call centre manager to play matchmaker

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The call centre manager to play matchmaker now appears to be another hat they have to wear! Spare a thought for the contact centre manager: their...
wait times investigation

Wait times investigation by A Current Affair

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Well the bastion of good journalism is at it again, this time testing the wait times across private and government businesses. Of course they...
importance of cultural alignment

Lifeline breaks the 1 Million a year contacts barrier

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For the first time in its 52-year history, Lifeline received more than a million requests for help from everyday Australians in 2015, including the...
Vodafone complaints plummet

Vodafone complaints plummet

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In a recent report by the Telecommunications Industry Ombudsman, the key highlight was a Vodafone complaints plummet continuing their downward spiral.  Across all providers, the...
top performers

Top IT outsourcing service providers

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Using the Net Promoter Score (NPS) methodology the top IT Outsourcing Service Providers have been revealed by the customer experience company, Temkin Group. A company’s...
China Outsourcing global powerhouse

Global powerhouse: China outsourcing market

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The China outsourcing market grew 6.6% in the first 8 months of 2015 worth a staggering $71.65 billion placing it second only to India in...
UK Consumer

UK consumers disappointed with call centres

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A recent consumer study highlighted the number of UK consumers disappointed with call centres with more than 15 million UK adults ranking being stuck on...
Social media technology on glass

Call centres social media awakening

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Ready or not the call centres social media awakening is occurring. Enterprise social media is maturing. Initiatives such as content delivery and contextual marketing are...
Telstra's Digital Contact Centre

A sneak inside Telstra’s Digital Contact Centre

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Telstra have opened the doors and allowed some insight into their digital contact centre centre and how customer behaviours are changing towards a digital future.  Deep inside Telstra's...
technology prevents customer engagement

How technology prevents customer engagement and management

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Editor: We often think of technology as an enabler but current practice suggest that technology prevents customer engagement and management. As we implement the latest technology in...

Call centre industry facing “dramatic” changes

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The call centre industry has entered a period of dramatic change, with digital interactions set to replace voice calls as the preferred method of...
Strategy Word Map

Adapt your customer service strategies, or die.

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As our customer service strategies continue to be adjusted for the digital age, the following article from IT Brief reminds us of the importance of customer experience...
digital interactions at call centres are set to overtake voice

Digital interactions at call centres are set to over take voice

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This year, 901 organisations in 72 countries across Asia-Pacific, Australia, the Americas, Middle East, Africa and Europe participated in the Dimension Data Global Contact...
USA's worst companies in 2014

USA’s worst companies in 2014

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Being on the list of the top 10 USA's worst companies in 2014 for customer service is not a list you aspire to be on! We’ve...
NPS Benchmarks by CustomerGauge

NPS Benchmarks by CustomerGauge

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We thought you should know about NPS Benchmarks by CustomerGauge. Despite the simplicity of it's design, NPS Benchmarks is a highly valuable, free resource to...
UK Contact centres just not good enough

UK Contact centres just not good enough says study

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Not giving consumers the answer they are looking for first time around increases the cost of handling interactions, Censuswide poll finds. The overwhelming majority of...
Chief Experience Officer

Chief Experience Officer emerges as a new role

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The Chief Experience Officer emerges as a new role as the power shift towards consumers and organisations are forced to focus on customer service to guarantee growth according to www.callcentres.net Chief...
76% of UK Adults Concerned about Contact Centre Security

76% of UK Adults concerned about Contact Centre Security

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Consumer confidence of call centre security could be at an all time low with 76% of UK Adults Concerned about Contact Centre Security, according to...
Cloud-Based Customer Contact Centre market value

Cloud-Based Customer Contact Centre market value to hit $11.5 Billion by 2019

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The cloud-based customer contact centre market value is expected to see a significant Compound Annual Growth Rate (CAGR) of 21.3% by 2019 - growing...

New research by Avaya shows IT limitations hindering customer satisfaction levels

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New research by business communications firm Avaya reveals a number of interesting findings: Less than half of Australian businesses place extreme importance on having...
Vodafone Australia loses one million customers

Vodafone Australia loses one million customers in the past year

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Vodafone Australia loses one million customers in the past year resulting in the first time in the past four years Vodafone Australia's customer base...
Vodafone's Social Media focus

Vodafone’s Social Media focus

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One an typical day, Vodafone staff handle an average of 224 comments on Facebook, 126 tweets and 70 posts on its customer forum, and...
QLD Department of Transport and Main Roads is getting better

QLD Department of Transport and Main Roads is getting better

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QLD Department of Transport and Main Roads is getting better according to the latest Queensland Government Quarterly Updates results. The Queensland Department of Transport and Main...
Australian's expect online customer service within 2 minutes

Australian’s expect online customer service within 2 minutes

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No its not what you are thinking.... Australian's expect online customer service within 2 minutes according to a new study conducted by LivePerson that...
NBN complaints drop 9.1%

NBN complaints drop 9.1%

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Complaint statistics to the Telecommunications Industry Ombudsman have revealed NBN complaints drop 9.1% in the number of new complaints related to Internet Services for...

Telstra has released its first transparency report

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Telstra has released its first transparency report for requests of information between July 1st and December 2013. During the six month period, Telstra received...
Social media customer trends emerge

Social media customer trends emerge

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Social Media customer trends emerge in a recent report published by Social Bakers that reveals brands in the United States are receiving more questions from...
shopper habits are changing quickly

Shopping habits are changing quickly

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Shopping habits are changing quickly with the rapid take up of new technologies by Australians an encouraging trend, according to Salmat Digital. Executive general manager...
Brisbane City Council tops 1 million calls a year

Brisbane City Council tops 1 million calls a year

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Brisbane City Council tops 1 million calls a year announcing they received over 1.1 million calls between 1st January 2013 and 12th December 2013....
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