Contact Centre stories - Page 99
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.
Call Centre innovation
Thu, 1st Dec 2011
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zeacom
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contact centre
Call centres evolve into multimedia hubs, transforming customer experiences and business intelligence for companies of all sizes.
Datasquirt Directors recommend purchase offer is accepted
Thu, 1st Dec 2011
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uc
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contact centre
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x
New Zealand-based, ASX listed Datasquirt recently announced, subject to shareholder approval, the conditional sale of its complete business to LiveOps.
Telecom receives brain award
Wed, 30th Nov 2011
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microsoft
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ibm
Telecom lauded with award for adopting 'whole brain' thinking, joining corporate giants in leveraging the concept to enhance customer service.
Tech & nature dominate Deloitte Fast 50
Fri, 11th Nov 2011
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deloitte
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voip
Tech and nature businesses surge in Deloitte NZ's Fast 50, showcasing innovation and growth in uncertain times.
VoIP-enable your customer's workforce
Tue, 1st Nov 2011
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uc
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wireless networks
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cloud services
New Zealand telecom firms hesitate on VoIP, but global markets see major shifts. VoIP cuts costs, boosts flexibility, and taps mobile device potential.
Creating order from document chaos
Tue, 1st Nov 2011
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uc
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document management
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ecm
Chris Hanlon revolutionises Telecom's 70,000-word document maze into efficient customer communication, boosting retention and cutting costs.
Getting lean & innovative for improvement
Tue, 1st Nov 2011
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crm
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uc
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semiconductors
Businesses are embracing the 'Lean' method, revolutionizing efficiency and boosting morale amidst cost-cutting pressures.
Read all about it
Tue, 1st Nov 2011
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cx
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martech
Fairfax NZ Ltd transforms billing across 12 mastheads, introducing unified systems for seamless customer engagement and cost-efficient processes.
Are offshore call centres worth the risk?
Mon, 31st Oct 2011
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ovum
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contact centre
Only 2% of businesses surveyed plan to move customer service centres offshore due to concerns about quality and stability, says report.
Telecom's turnaround as it votes on whether to split from Chorus
Thu, 27th Oct 2011
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chorus
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contact centre
Telecom eyes future growth, discussing Chorus split at Auckland AGM while CEO underlines strides in efficiency and service.
Microsoft revenue rises in busy quarter
Fri, 21st Oct 2011
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microsoft
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windows
Microsoft announces a 7% revenue jump to US$17.37 billion, driven by product launches and key acquisitions like Skype.
Skype officially a division of Microsoft
Mon, 17th Oct 2011
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microsoft
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voip
Microsoft finalises its £6.6 billion acquisition of Skype, setting sights on integrating with Office 365 to expand communication options.
Selling telecommunications solutions to your IT customers
Wed, 12th Oct 2011
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customers
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contact centre
Telcoinabox New Zealand revolutionises IT businesses by offering easy integration of telco services, promising robust new revenue streams.
Contact centre spending on the rise
Thu, 6th Oct 2011
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contact centre
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interactive intelligence
New Zealand contact centres plan to boost IT spend, survey shows, despite most budgets staying stable. Australia sees even greater optimism.
If you build it, will they come?
Sat, 1st Oct 2011
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crm
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martech
The next paradigm shift for the contact centre industry may well be how to engage with customers through social media.
Conference delivers knowledge to industry
Sat, 1st Oct 2011
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uc
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contact centre
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meridian energy
The third annual CCiNZ Conference and Awards was held on 2 September 2011 at the SkyCity Auckland Convention Centre with around 155 people attending.
Protecting power
Sat, 1st Oct 2011
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uc
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datacentre infrastructure
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apm
VoIP revolutionises business networks by combining voice and data. But to fully harness its potential, robust power protection, like the right UPS, is critical.
Optimising client service
Sat, 1st Oct 2011
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uc
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contact centre
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interactive
NZ sees a surge in Unified Communications to boost customer service ahead of the Rugby World Cup, with custom solutions leading the charge.
The rise and rise of UC
Sat, 1st Oct 2011
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uc
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contact centre
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vadacom
Unified Communication (UC) is revolutionising how businesses communicate, with growth to $212.2m by 2017 powered by demand for collaboration tools.
Kiwi firm launches user friendly iPhone unified communications system
Tue, 6th Sep 2011
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uc
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apple
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apple iphone
Vadacom, a Kiwi firm, releases iPhone-friendly VadaXchange Buddy, merging contact centre tools with ease of use, says CEO Igor Portugal.