Australia and New Zealand have a serious productivity problem. After two decades and billions of dollars sunk into digital platforms and enterprise technology, many organisations are still not seeing the operational gains, service improvements or workforce productivity they were promised. SYDNEY, 11 June 2026. This issue isn’t new! In Australia productivity for the last decade was the lowest for the last 60 years. New Zealand is a clear example of the same problem, often more

Contact Centre Solution International CEO Sara Elmstrom speaks with Chloe James.

It’s been said that digitisation and automation would lead to the decline or demise of contact centres in Australia. In reality, they’ve...