Loneliness has long been an issue of concern for Anglicare.
As our staff work with communities, we see social isolation and loneliness at what has been described as pandemic levels — a description that is no longer used loosely.
This project addresses the increasing number of our contact centre callers who want more than just an efficient transaction – they also want to feel that they’ve connected with a real person and shared a small part of their day.
More than a Phone Call: Using Everyday Interactions to Detect and Respond to Loneliness is a 2025 QUT white paper, developed in collaboration with Anglicare SQ and supported by Cisco’s National Industry Innovation Network.
The paper uncovers the untapped potential of contact centres as frontline responders in the loneliness crisis. With the World Health Organisation now recognising loneliness as a global health threat – more lethal than smoking and more damaging than obesity – this paper delivers a strategic, actionable roadmap for organisations ready to lead with empathy and innovation.
At the heart of this conversation is trust. When organisations respond to customers’ subtle emotional cues, they signal a deeper commitment to human connection. This builds relational care, where customers feel genuinely seen and valued.
Contact centres, when reimagined as hubs of empathy, offer a scalable and stigma-free way to foster trust, turning everyday service interactions into moments of meaningful connection.