Retaining your customer service staff
14 November, 2013 by Daniel Scheltinga*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
14 October, 2012NICE 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.
Chinese contact centre market to overtake Australia by 2017
16 August, 2012The 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.
Mohamad Ali is the new CEO, Workforce Optimisation Division at Aspect
07 June, 2012Aspect, 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 implements contact centre
29 November, 2011New Zealand Racing Board (NZRB) has implemented a customer contact solution to meet increases in customer contacts across several channels including online, phone and SMS.
The 'prehistoric' top cop and his contact centre evolution
04 October, 2011 by Merri MackOnce a ‘digital dinosaur’, whose most complex piece of technology was a typewriter, Greg Flint has evolved into a digital immigrant. As Acting Superintendent, Manager Policelink Branch for the Queensland Police Service (QPS), Flint has successfully led the state’s Policelink project. Flint explains to Merri Mack how he went from operational policing to heading up a major information technology project.
Social media rises in the customer experience mix
19 August, 2011 by Merri MackHas social media killed off the traditional contact centre? Merri Mack examines the wane of the contact centre and the simultaneous rise of social media as a means of customer service.
Do your customers 'Like' you?
07 July, 2011 by Andrew CollinsCompanies are marrying customer service with social media, using the likes of Facebook and Twitter as public and easily accessible avenues for customer support. Is this new movement for every business? And how do you get started? Andrew Collins reports.
Noble Enterprise Hosted contact centre
17 May, 2011 byThe Noble Enterprise Hosted contact centre technology solution combines the advantages of a cloud-based communication-as-a-service (CaaS) infrastructure with the company’s premise-based platform. The fully hosted offering provides opportunities in hybrid premise/hosted solutions.
AAPT looks to cloud for contact centre
18 April, 2011Following the sale of AAPT’s consumer division to iiNet, along with associated contact centre infrastructure, the AAPT business division needed to quickly implement a whole new contact centre solution.
NZ call centre Telnet awarded Australian Accreditation
15 February, 2011New Zealand’s largest privately owned call centre Telnet is the first call centre in New Zealand to achieve accreditation by the Australian Teleservices Association (ATA).
Dell PowerVault DL Backup to Disk Appliance with CommVault with Simpana 8 software
25 November, 2010 byThe Dell PowerVault DL Backup to Disk Appliance, with CommVault with Simpana 8 software, is suitable for remote offices and any business looking to deduplicate, backup, archive and recover data to and from public and private storage cloud environments. It provides up to 24 TB of internal storage capacity in a 2U form factor, with the ability to scale to over 300 TB.
Noble Systems contact centre management applications for mobile devices
19 October, 2010 byThe Noble Systems contact centre management applications for the Apple iPad and other mobile devices are designed to reduce dependence on office infrastructure and to improve remote and mobile management. The web-based contact centre management and tracking software allows users to view campaigns and interact with agents from a variety of mobile devices.
Speech recognition helps retailer determine ROI
13 October, 2010Each year, Australia’s largest independent car service and tyre retailer, Kmart Tyre & Auto Service (KTAS), spends millions in advertising and marketing.
Zeacom Communications Center 5.1
02 September, 2010 byThe Zeacom Communications Center (ZCC) 5.1 is the latest version of its unified communications, contact centre and business process automation solution that assists users to improve employee collaboration and productivity and enhance customer service.
