Contact Centre stories - Page 102
Once known as ‘Call Centres’, the modern Contact Centre incorporates traditional telephony along with
web chat, text messaging, remote access services, and video conferencing to manage customer
interactions. Contact Centres are most associated with the provision of support, assistance or guidance
on products or services offered by companies serving large numbers of customers. Some are ‘outbound’
– that is, they reach out to customers for sales or other purposes, others are ‘inbound’ and receive
incoming contacts from people looking for help. Many combine both inbound and outbound functions.
Contact centres are often large facilities with tens or hundreds of workers – but they can also be virtual,
with people working ‘in’ the contact centre from home.
Smart devices and social media driving always-connected customer culture
Thu, 22nd Nov 2012
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ovum
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contact centre
In 2013, businesses risk losing out if they don't adapt to the always-on culture driven by smart devices and social media, says Ovum.
Skype launches ANZ prepaid cards
Wed, 21st Nov 2012
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nz
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voip
Launch becomes the first direct, on-ground marketing the internet communications giant has done across the region.
Zeacom CEO to resign before Christmas
Tue, 20th Nov 2012
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microsoft
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microsoft lync
Zeacom CEO, Miles Valentine, has resigned to explore other opportunities after founding the company 18 years ago.
Windows Chief Steven Sinofsky departs Microsoft
Tue, 13th Nov 2012
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microsoft
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windows
Steven Sinofsky leaves as Windows executives Julie Larson-Green and Tami Reller take expanded roles in company shake-up.
Toyota driving forward with Interactive Intelligence
Mon, 12th Nov 2012
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contact centre
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interactive intelligence
Toyota NZ gears up customer service with Interactive Intelligence's advanced communication suite, slashing costs and boosting satisfaction.
Microsoft introduces Skype in the workspace
Fri, 9th Nov 2012
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microsoft
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voip
New online platform for businesses to instantly connect with potential customers, partners and suppliers across the globe.
Microsoft kills Messenger, keeps Skype
Wed, 7th Nov 2012
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microsoft
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messenger
Software company migrating users to Skype after announcing plans to retire its Messenger service early next year.
CCiNZ conference delivers in spades.
Thu, 1st Nov 2012
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contact centre
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ccaas
CCiNZ conference exceeds expectations with expert talks on industry evolution and strong networking in Auckland, promising future growth.
Skype showcases Windows 8 version
Fri, 26th Oct 2012
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windows
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microsoft
Skype unveils its Windows 8 version, marking its first major update since joining Microsoft. The app promises to be always on, seamless, and user-friendly.
Labour criticises Kordia outsourcing
Fri, 26th Oct 2012
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kordia
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contact centre
Labour slams Kordia for axing 50 Kiwi jobs to outsource Auckland call centre to Manila, decrying govt's lack of investment in local employment.
Kordia and Orcon to merge under Bartlett
Thu, 25th Oct 2012
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kordia
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contact centre
Kordia Networks and Orcon to merge, creating innovative, reliable provider of information services in NZ telecommunications market.
Tech advancements causing excessive E-waste
Fri, 19th Oct 2012
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smartphones
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personal computing devices
As tech advances, e-waste skyrockets with outdated gadgets piling up. Experts warn of fast-growing waste from incessant device upgrades.
Great Outcomes and Fifth Quadrant join forces across ANZ
Mon, 15th Oct 2012
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fifth quadrant
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contact centre
Fifth Quadrant and Great Outcomes alliance aims to reshape service strategy across ANZ, leveraging their joint expertise and certifications.
Skype under 'worm' malware attack
Wed, 10th Oct 2012
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microsoft
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voip
Hackers are taking advantage of Skype users with a new malware, infecting Windows PCs through a cunning 'lol is this your new profile pic?' trick.
Presence is the new dial tone
Wed, 10th Oct 2012
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digital entertainment
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email
Communications has traditionally been about a device with numeric identity; for many people there were multiple devices and numbers to consider.
Contact Centres in the Cloud
Thu, 4th Oct 2012
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cloud services
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contact centre
Exploring the shift to cloud-based Unified Communications in contact centres, Brendan Maree highlights flexibility and cost benefits amidst considerations.
8 more go, more on the block at Ingram Micro NZ - Updated
Wed, 3rd Oct 2012
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contact centre
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d-link
Ingram Micro NZ restructures again, axing jobs including long-serving National Sales Manager Craig McEwan, with more cuts looming.
Unified comms has to be simple, stupid
Tue, 2nd Oct 2012
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personal computing devices
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byod
For enterprise success, unified comms must be as simple as using a smartphone, blending convenience with technology.
Mass Effect trilogy released
Mon, 1st Oct 2012
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gaming
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digital entertainment
We’re heading towards the holiday season and Bioware has announced the ultimate time-waster in the Mass Effect trilogy.
Industry stalwart joins Plan-b in Wellington
Thu, 20th Sep 2012
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contact centre
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forrester research
Ken McWilliams joins business continuity provider Plan-b in Wellington to help align organisation for future growth.