Stories by Richard Lundgren

Australian Stories

Written by Richard Lundgren

From metrics to meaning: Rethinking KPIs in contact centres

Australian contact centres risk drowning in metrics; experts urge a sharper focus on a few vital KPIs to lift service, loyalty and morale.

By Richard Lundgren • 5 min read • Wed, 17th Dec 2025

Global Stories

Written by Richard Lundgren

Data Analytics

Beyond the spreadsheet: Why AI forecasting is a must-have, not a nice-to-have

AI forecasting revolutionises contact centres by replacing outdated spreadsheets, boosting staffing accuracy and customer satisfaction amid volatile market demands.

By Richard Lundgren • 4 min read • Tue, 4th Nov 2025

Customer Experience

Behind the bots: Rebuilding agent trust in the age of AI

Contact centres in Australia and New Zealand embrace AI for efficiency but face challenges in rebuilding trust and support for human agents amid rising job anxieties.

By Richard Lundgren • 4 min read • Tue, 23rd Sep 2025

Unified Communications

Blending efficiency with empathy - how to strategise for AI success

Almost all contact centres now use AI, but success hinges on blending technology with human skills to tackle complex, emotional customer needs effectively.

By Richard Lundgren • 4 min read • Tue, 26th Aug 2025