Contact Centre stories - Page 108
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.
Skype launches new iPhone video app
Thu, 24th Mar 2011
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smartphones
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uc
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personal computing devices
Skype unveils Qik Video Connect, a novel iPhone app for live streaming and video chats, enhancing sharing with family and friends.
Skype to use Citrix technology
Wed, 2nd Mar 2011
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uc
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virtualisation
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daas
Better online conferencing facilities, based on Citrix's GoToMeeting technology, will be offered by Skype later this year.
2degrees restores Christchurch network
Tue, 1st Mar 2011
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uc
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dr
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cloud services
Company no longer experiencing network issues and is dealing with traffic well, says Chief Executive Eric Hertz.
2011 Trendwatch: Communications
Tue, 1st Mar 2011
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uc
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document management
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ecm
2011 sees a surge in technology focusing on compliance, consumer-inspired enterprise tools, and deepening of social media integration in business processes.
A strategic approach to training
Tue, 1st Mar 2011
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uc
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digital entertainment
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telco
Amid chaos, contact centres evolve, using strategic training to foster growth and transform customer service into a refined profession.
Ticking the boxes
Tue, 1st Mar 2011
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uc
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digital entertainment
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ipad
Businesses embrace VoIP for cost-effective, high-quality communication, revolutionising customer interaction and enhancing remote work.
Earthquake rocks Christchurch
Tue, 22nd Feb 2011
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gaming
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uc
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dr
Christchurch reeling from 6.3 magnitude quake; comms disrupted, Cathedral damaged. Live updates via #eqnz. Emergency lines: 0800 779997.
Skype launches mobile partner programme
Tue, 15th Feb 2011
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uc
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contact centre
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voip
Skype expands its horizons with a mobile partner programme, aiming to connect more users globally while offering novel features to carriers.
ShoreTel and NSC plan to shake things up
Tue, 15th Feb 2011
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uc
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voip
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contact centre
ShoreTel signs deal with NSC Group to offer IP phone solutions to mid and large size companies in Australia and New Zealand.
Skype partners with Tomizone
Mon, 14th Feb 2011
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wireless networks
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uc
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personal computing devices
Skype boosts global connectivity, partnering with Tomizone to offer pay-as-you-go Wi-Fi in Australia, NZ, and the South Pacific.
2degrees invests $100m in network growth
Thu, 10th Feb 2011
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uc
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telco
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4g technology
2degrees announces a £100m network expansion to extend 4G across New Zealand, in partnership with Huawei, boosting speed and capacity.
CallPlus strikes OneAccess deal
Mon, 7th Feb 2011
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uc
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contact centre
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voip
NZ's CallPlus partners with OneAccess, offering innovative managed services to businesses, thanks to a new IP network tech deal.
Egypt govt forced Vodafone to send out texts
Fri, 4th Feb 2011
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uc
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telco
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contact centre
Egypt forces Vodafone to send propaganda texts amid protests, challenging transparency and telco autonomy, says company statement.
Managing money: The online accounting revolution
Tue, 1st Feb 2011
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fintech
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uc
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financial systems
Online accounting revolutionises SME finance management, making crunching numbers less daunting and more efficient.
Google gives Egypt a new voice
Tue, 1st Feb 2011
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uc
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google
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twitter
Speak-to-tweet service offers people on the ground a way to still be heard on the internet without a connection.
People first, employees second
Tue, 1st Feb 2011
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uc
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digital entertainment
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telco
Businesses are shifting focus: Employees are now seen as members of the social web first, revolutionizing customer service and support.
Fine-tuned banter
Tue, 1st Feb 2011
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uc
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digital entertainment
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ipad
Customer care steps into the future with social media, blending casual banter with traditional support to meet evolving consumer expectations.
Friends close, staff closer in your contact centre
Tue, 1st Feb 2011
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uc
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crm
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martech
Social media skills should be a key consideration when recruiting for customer service roles in call centres, says journalist.
Entangled in the social web
Tue, 1st Feb 2011
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uc
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digital entertainment
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ipad
Brett Waters, Vice President Asia Pacific – South, RightNow, says it’s time for the call centre to listen rather than deflect.
Thanks for complaining
Tue, 1st Feb 2011
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uc
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digital entertainment
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ipad
New research highlights the power of complaints on social media, urging NZ businesses to embrace online feedback for better customer service.