Digital Transformation / DX
Artificial Intelligence / AI
Internet of Things
Call centre stories
Poly hones in on privacy & clarity through new headset range
According to Poly Australia and New Zealand managing director Andy Hurt, the company wanted to address the need for privacy and security ‘head on’.
Thai call center achieves business continuity with cloud solution
Tikal Call Center, the provider of the cloud-based service, has allowed for Teleinfo Media PLC to continue uninterrupted and high-quality service as a majority of technicians answer calls from their homes.
How organisations can capture lost revenue by eliminating missed calls
Customers who call tend to be the most valuable to any business. They also place a high value on positive phone call interactions, particularly when justifying big purchases or important decisions.
Improving contact centre performance during times of peak demand
Extremely high call volumes are resulting in longer than normal wait times and frustrated customers. Firms risk taking a hit to their reputation if the situation doesn’t improve.
Vodafone urges customers to go digital, expects call times to increase
"Due to precautionary measures in New Zealand and internationally, our customer care teams are managing the impacts of COVID-19 while dealing with higher call volumes."
How cloud technologies are shaping the data-driven contact centre
According to a global Ecosystm cloud study, more than half (53%) of organisations have increased work processes and efficiency as a result of using the cloud.
Avaya extends AI integration with Google Cloud
Avaya is one of the Google Cloud partners participating in an early access program aimed at augmenting next-generation contact centres.
Why contact centre operators need to take advantage of intelligent automation
The truth is, in today’s hyper-competitive digital economy, organisations that choose to embrace intelligent automation will come out on top.
Two major BPOs form joint venture – open new delivery hub in Malaysia
According to Everise the agreement with UBASE aligns two unique BPO companies to provide an unparalleled global service experience.
Grumpy tech guy: Welcome to Transylvanian tech support hell
At one point Chuck exclaimed something that sounded suspiciously like “My hovercraft is full of eels”. Perhaps he was a Monty Python fan!
Adapt your customer service strategies, or die.
The digital customer engagement revolution is here, and is forcing organisations to adapt their customer service strategies, or die.
Vodafone fibre cut, call centres down around the country
Vodafone is experiencing an unexpected fibre cut in Auckland, Penrose, and says this is impacting Vodafone call centres nationwide.
Kiwi IT solutions provider to grow revenue by 200%
Outsourcing IT support to the lowest cost provider overseas is not a viable model for New Zealand companies who are trying to develop new markets and satellite operations globally.
Leading with innovation
Innovation does not need to be about the latest bells and whistles
Call Centre innovation
The days of call centres being simply a centralised traffic zone for directing telephony are long gone. They are increasingly the nerve centre of any enterprise and decision makers ignore them at their peril.
Are offshore call centres worth the risk?
"Enterprises feel that the reduced prices simply don’t compensate for the potential to lose customers in these tough economic times.”
The evolution of VOIP
Darren Younger, CTO, IPscape, describes how VoIP has gone from novelty to enterprise call centre solution.
Cackle signs Call Catch agreement
"We couldn’t have hoped for a better fit for our voice recording products," says sales manager.