The Sennheiser SC 660 TC wired headset for special hearing needs is designed for office professionals that use hearing aids.
Australian consumers feel that government organisations are providing a superior customer experience to the private sector, a survey from Ovum suggests.
The Complaints in Context report by the Telecommunications Industry Ombudsman (TIO) and Communications Alliance has revealed a decrease in the overall number of telco complaints.
There are three key reasons why organisations with a contact centre should look to implement a cloud solution.
Airline passengers are increasingly opting to use self-service technology over interacting with people during the booking, check-in and travel stages, says a new study from SITA.
ShoreTel has launched ShoreTel Hosted Voice, a fully managed IP telephony hosted solution offering voicemail, unified messaging, click to dial, mobility and audio conferencing services.
Australians overwhelmingly prefer conducting customer service queries in person or on the phone rather than online for interactions with both businesses and government organisations, separate studies show.
Small to medium-sized Australian businesses stand to gain from the cloud services revolution, particularly in the field of contact and call centres.
Customer service software vendor Zendesk will hire up to 175 technology employees to staff its new technology headquarters in Victoria, which is being supported by state government funding.
The Australian cloud contact centre market grew by 99.1% in 2014 and is set to be worth $51 million by 2021, says a new Frost & Sullivan report.
Daniel Scheltinga discusses how to reduce churn in your customer service team by focusing on people, process and technology.
NICE Systems’ mobile workforce optimisation suite enables staff to access operational and personal data using their mobile phone or tablet. This set of applications can help employees interact in a more social and engaging manner for enhanced customer service and a better work environment.
The Chinese contact centre market positioned itself in third place in the Asia Pacific region in terms of revenue in 2010 and will overtake Australia as the second largest market by 2017, according to Frost & Sullivan.
Aspect, provider of customer contact solutions, has appointed Mohamad Ali to the role of CEO of its workforce optimisation division. Ali will be expected to accelerate Aspect’s market growth, customer development and product innovation.
New Zealand Racing Board (NZRB) has implemented a customer contact solution to meet increases in customer contacts across several channels including online, phone and SMS.