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Article

First-call resolution for energy callers important in uncertain times

02/08/2023
The events of the last few years have left Australians feeling increasingly worried about the access and reliability of electricity and gas. Reliability issues plagued Australia in 2022, when the country narrowly avoided blackouts after several coal-fired plants experienced shortages…
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Article

The role of empathy in contact centres

12/07/2023
The XM Institute has labelled 2023 The Year of Empathy, calling on those specialising in experience management to make a difference to the lives of customers in an increasingly uncertain world. The breakout of war, environmental disaster and economic uncertainty…
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Article

Local governments get serious about deluge of resident calls

05/05/2023
Understaffed local governments are having to balance growing demand from residents wanting instant responses with ongoing staff and skills shortages across the country. Nine out of 10 councils report being short on workers in key roles, while at the same…
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