Call centres/contact centres

Article (5)
  • The 'prehistoric' top cop and his contact centre evolution
    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.
  • Social media rises in the customer experience mix
    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.
  • Do your customers ‘Like’ you?
    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.
  • CRM-as-a-Service enables mobility
    ‘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’.
  • How can I help you?
    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.
Feature (1)
  • Call centres and call centre applications
    Call centres have been popular in this country for many years. Telemarketing, collections, charities and individual companies have found benefits through the use of automated diallers and inbound call centre applications.
Product (9)
  • Noble Enterprise Hosted contact centre
    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.
  • Dell PowerVault DL Backup to Disk Appliance with CommVault with Simpana 8 software
    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.
  • Noble Systems contact centre management applications for mobile devices
    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.
  • Zeacom Communications Center 5.1
    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.
  • ShoreTel Contact Center 6 call centre software
    The Contact Center 6 call centre software enables users to integrate contact centre activities with existing core business processes.
  • Contact centre application suite
    ShoreTel has released the Contact Center 5.1 application suite designed for high-performance and highly available inbound and outbound multimedia contact centres.
  • Contact manager with social networking tools
    Sage has announced the availability of the ACT! by Sage 2010 contact and customer manager. ACT! allows small to medium business to organise all the details of their customer relationships in one place to improve marketing effectiveness, attract customers and create more value from existing relationships.
  • Call centre solutions
    RightNow Technologies has announced three voice solutions: Web Click-To-Call Back, Voice Caller Information Delivery and Voice Outbound Survey.
  • Call centre headsets
    The Quantum Pro and Performance Plus II headsets from Addcom have been successfully compliance-tested by Avaya for compatibility with Avaya IP and digital telephones, used by businesses around the globe.
News (6)
  • Contact centres fail to satisfy
    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.
  • ATA backs proposed anti-offshoring bill
    Stopping offshoring contact centres is the subject of Senator Steve Fielding's bill and it has the support of the ATA.
  • NZ call centre feels growing pains
    The New Zealand contact centre industry is sustaining steady growth, but this growth is placing increasing strain on its ability to recruit and retain staff, effectively train employees and invest in new technologies, according to a callcentres.net report.
  • Contact centre employees happier, but more likely to leave industry
    Employees in Australian contact centres have been rated as ‘moderately satisfied’ and have experienced a 10% increase in overall satisfaction over the past year, according to the 2007 Contact Centre Employee Satisfaction Benchmarking Report.
  • Contact centre receives industry standards
    The first set of standards for the Australian contact centre industry has officially been launched the by Australian Teleservices Association (ATA).
  • Customer service in financial services organisations found lacking
    Australian financial services organisations are delivering sub-standard customer service, partly due to a lack of enabling technology, according to a recent industry audit by Talisma.
Case Study (8)
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