The Australian Government’s Notifiable Data Breaches scheme came into force on 22 February 2018. It requires any organisation regulated by the Australian Privacy Act to notify individuals affected by a data breach that is likely to cause them serious harm, and also to notify the Australian Information Commissioner.
Deep learning expands on machine learning by allowing intermediate representations of data to solve complex, data-rich business problems.
- Many brands still do see agents as critical to delivering a good customer experience.
- Contact centre agents expect the demands placed on them by customers to increase.
- Agents want a more flexible working environment, better training, and data-driven feedback, all of which need the right technology.
- Australian company Flamingo, which offers artificial intelligence-based customer service assistants, has gone from startup to ASX listed company worth $42.4m in three years.
- New Zealand startup, Cove Insurance is introducing the first insurance product to be fully managed by chatbot.
- Chatbots are being trialled for the provision of end-of-life counselling
- The possibility is emerging of creating a chatbot that can mimic a real person enabling them to ‘live on’ after death
- US company Pullstring is to offer software that will facilitate the creation of conversational agents that could mimic a deceased person if fed with information about their life.
- The Philippines contact centre industry estimates it will need to train 73,000 workers annually for higher skilled roles.
- Philippines contact centre revenues are tipped to double to $US20.4b by 2022.
- 84 percent of New Zealandersfeel ‘unaffected by their experience’ as customers.
- When it comes to enchanting New Zealand customers, ANZ, AA Insurance and Air New Zealand take the top honours.
- Kantar TNS New Zealand says the key to customer enchantment is to cut through complexity.
Workforce management, contact centre training, consulting and events company ICMI recently produced a report entitled The State of Workforce Management. Amongst other things, it asks the question: “Is workforce management moving to the cloud?”
- 60 percent of call centre agents feel it important to be able to message management via a smartphone.
- Two-thirds of call centre agents surveyed say that being able to manage their work lives with the best software possible will make them more productive, more satisfied and more committed.
- 44% of contact centres have no intentions to introduce AI.
- 40% of contact centres agree that emotional intelligence is an area they need to explore.
- Emotional intelligence has been eagerly embraced by the contact centre industry.
- Australian web site Contact Centre Central has celebrated the 100th edition of its newsletter
- Contact Centre Central won ContactCenterWorld’s 2016 Industry Champion Award for Australia