This report examines 7 KPIs across the voice channel in contact centres, comparing 2025 results with the previous three years: average speed of answer; average talk time; average waiting time; average hold time; service level; containment rate; customer satisfaction score. Conclusions are drawn from a study of 3000 businesses in the following sectors: healthcare and….
Dan Edwards is Bupa’s Director, Health Insurance Channels and Growth, and in this interview, he reveals why he’s so excited about the opportunity with AI, and how the channel mix is changing in sales and service. How do you embed empathy in your frontline, as they speak with members experiencing major health issues? Bupa is….
The remote work debate is flush with headlines around corporate crackdowns and return-to-office mandates. But the reality in Australian contact centres tells a different story – on any given day, 54% of the workforce is working from home. This white paper explores the trends, challenges and critical capabilities needed to build sustainable, scalable virtual operations. Data….
Angelo Azar is Chief Operating Officer of Honey Insurance, a rapidly growing home insurance business that has become an industry role model for both customer and employee engagement. In this exclusive interview, Angelo explains how Honey is delivering results. The Australian Financial Review named Honey Insurance a Customer Champion. What does it mean to be….
With more than 3.4 million members, AustralianSuper is Australia’s largest super fund. In this interview, we go behind the scenes with Emily Bayford (Senior Manager, Contact Centre Channel) to discuss outsourcing partnerships, Gen AI adoption and channel trends. The superannuation sector relies heavily on outsourcing for contact centre and back office functions. What are the most critical factors….
Ever since the launch of Chat GPT, businesses have been exploring use cases for generative AI technology in the contact centre. In its 2025 Service Centre Trends Report, PwC identifies 8 key use cases: – Virtual channel assistant – Content generation – Virtual agent assistant – Virtual customer assistant – Text analytics – Real-time speech….
This white paper explores the integration of ESG (Environmental, Social and Governance) principles with contact centre and CX environments. Glean insights into the benefits of ESG adoption, practical strategies for implementation, and take inspiration from case studies showcasing successful initiatives in our industry. Companies that prioritise ESG will be better positioned to enhance their brand….
Richard Branson was one of the first to articulate the link between employee engagement and a positive customer experience. Our white paper looks at all the evidence to support this now well-accepted theory, providing ample data for the business case to invest in your most important asset – your employees. The EX/CX link applies equally….
Are Media is Australia’s leading omnichannel content company for women. Their brands include The Australian Women’s Weekly, Better Homes & Gardens, Woman’s Day, Marie Claire, TV WEEK, New Idea, Now to Love, Australian Gourmet Traveller, BEAUTY/crew and ELLE. We interview Karen Baker, who leads Are Media’s customer service and operations teams both onshore and offshore,….
Every contact centre leader knows that forecasts don’t always go to plan – from product recalls to data breaches, pandemics and PR disasters, there are a hundred reasons why it makes sense to plan for unplanned (as well as planned) contact volume spikes. The alternative is to face the wrath of the public and your….
With so many Australians not speaking English at home, interpreter services play a key role in facilitating communication with Government and business. We sat down with Chris Ngo, Chief Operating Officer, ONCALL Interpreters & Translators, to find out more about this industry and how it has evolved. In which contexts are telephone interpreter services most….
For more than 20 years, Terence Alvares has been transforming customer operations in market-leading organisations. At fast growing energy retailer, Simply Energy, Terence is utilising seamless CX to catalyse innovation. In this interview, find out how. Could you provide an overview of your remit as GM, Operations at Simply Energy? I report to the CEO….
This white paper examines the role brands can play to support customer wellbeing amidst an uncertain economic environment. Topics covered include: – the importance of investing in empathetic customer service – recognising vulnerable customers – the impact of customer disengagement – the old way v new approaches to helping customers in need. *This content has….
Most large organisations outsource at least some contact centre activity while maintaining the rest in-house. This may be referred to as a hybrid, or champion-challenger, operating model. Here’s a list of 20 Australian brands that outsource at least part of their contact centre in 2025 (in alphabetical order): – AGL (4.6 million services) – ANZ….
Following a long and distinguished career as Assistant Commissioner at the Australian Taxation Office, Fran Southward was recently appointed CEO of Auscontact Association. She gave this exclusive interview to Matchboard. At a high level, what is the vision and mission of Auscontact? Our vision is to build, evolve and promote the customer contact community. We….
