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.
IBM launches Smarter Commerce initiative
Thu, 14th Apr 2011
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ibm
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contact centre
IBM unveils its Smarter Commerce initiative, aiming to revolutionize how firms adapt to market trends and customer preferences.
Skype downgrade available for Mac
Tue, 5th Apr 2011
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personal computing devices
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apple
After lashings of negative feedback, Skype has posted the previous version of the chat app to its website for Mac users to download.
Vodafone moves Egyptian call centre to Auckland
Thu, 31st Mar 2011
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telco
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contact centre
Vodafone shifts its Egyptian call centre to Auckland, creating 125 jobs, following political unrest and aiming for superior service.
Skype launches new iPhone video app
Thu, 24th Mar 2011
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smartphones
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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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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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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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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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digital entertainment
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ipad
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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digital entertainment
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twitter
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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voip
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contact centre
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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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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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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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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voip
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contact centre
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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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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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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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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digital entertainment
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ipad
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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digital entertainment
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twitter
Customer care steps into the future with social media, blending casual banter with traditional support to meet evolving consumer expectations.