Once 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.
Has 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.
Companies 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.
The 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.
Following 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.
New 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).
The 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.
The 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.
Each year, Australia’s largest independent car service and tyre retailer, Kmart Tyre & Auto Service (KTAS), spends millions in advertising and marketing.
The 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.
‘Traditional’ customer relationship management (CRM) - meet client, determine demand, head back to office, determine stock/seal deal - no longer suffices when time is of the essence. CRM imperatives today require customer information and business intelligence ‘on the go’.
The Contact Center 6 call centre software enables users to integrate contact centre activities with existing core business processes.
The need for a high-performance multimedia contact centre has never been greater as an annual survey reveals 1 in every 2 consumers who are dissatisfied with their call centre experience are likely to switch to a competitor.
In the current economic climate, companies simply cannot afford to lose customers. This means customer service must always be spot on, from the point of sale and well beyond, and a very large part of that is in the contact centre. So how are companies going to make sure that every customer contact results in complete satisfaction? Avaya’s Rob Wells provides an overview of the future of contact centres and the important impact this will have on business.
Hornsby Shire Council has completed the deployment of a 20-site, 500-seat unified communications solution using the Interactive Intelligence Customer Interaction Centre (CIC) application suite.