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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…
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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…
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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…
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