26
Nov 18

Contact Centre Outsourcing and the Public Sector in Australia

  Let’s not beat around the bush – over the past decade, it’s been the public sector that has propped up the Australian contact centre outsourcing industry. While companies in the private sector steadily migrated their operations offshore, state and Federal Government has gone from an inhouse service delivery model to a hybrid inhouse/outsource model, … Continue reading Contact Centre Outsourcing and the Public Sector in Australia

01
Nov 17

Bots and the Future of Customer Service

As a citizen, it’s hard not to notice how government customer service has improved in strides over the last several years. From the speedy processing of a driver’s licence renewal to a callback service so you don’t have to wait in lengthy queues at tax time. But there’s more to come, and the private sector … Continue reading Bots and the Future of Customer Service

25
Jun 15

Government Customer Service: A Spotlight on Outsourcing

Government customer service outsourcing has never been more in the media spotlight. With talk of Centrelink outsourcing due to spiralling call wait times, and NSW Government outsourcing shared services onshore as well as to India, it’s time to look at what is being outsourced and why. We asked customer service outsourcing expert, Sharon Melamed, her … Continue reading Government Customer Service: A Spotlight on Outsourcing