Displaying items by tag: Contact centres

Telstra is slashing more than 300 jobs in its customer service centres, with most of the work to be outsourced to the Philippines. The planned move has angered the powerful Community and Public Sector Union (CPSU) with many of its members employed by the big telco.

Published in Telecoms & NBN

Genesys is using a channel-centric strategy to address the needs of midsize organisations in Australia.

As the world refocuses on the customer and companies rush into new Omni-channel contact centre technologies - especially automation and self-service - often what is missing is the human touch.

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