Technology news for Asia's CFOs and financial decision-makers
Contact Centre stories
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What does the future contact centre look like?
The days are gone of customer satisfaction being achieved by having a good product at a good price with good service.
Getting bang for contact centre buck
Innovation should be driven by the ability to demonstrate gains in productivity, delivering improved service and satisfying customer interactions.
Unified communications and the contact centre
Unified communications and collaboration (ucc) is a much- hyped concept in the contact centre industry.
Contact centres: Room for innovation
Contact centres are spoilt for choice in terms of their ability to add more channels and more convenience to the customers they serve.
7 targets Kiwi market
Contact centre technology company 7 is on the hunt for Kiwi resellers willing to be ‘agents of change’.
Zeacom sold to Canadian firm for US$30m
Enghouse Systems acquires kiwi contact centre software company to aid assault on SMB space.
Getting lean & innovative for improvement
During tough times, it’s easy to feel overwhelmed by the expectation on us to cut costs, increase customer satisfaction, increase quality and improve delivery times.
If you build it, will they come?
The next paradigm shift for the contact centre industry may well be how to engage with customers through social media.
Friends close, staff closer in your contact centre
Customer service is the most natural bastion for organisations to adopt social media, discovers social media consultant Jenny Wilmshurst, as she explores how to recruit for the social media-engaged contact centre.
Express Data signs deal with Kaspersky
Anti-virus firm Kaspersky brings Express Data on board as corporate distributor for the local market.
Is the mass production model prevalent among New Zealand contact centres harming the agents they employ and damaging the profitability of the companies they work for?
“Take a deep breath because you’re in for the ride of your life.”
By industry, for industry
Support. Educate. Engage. These three words represent the core focus of the recently formed Contact Centre Institute of New Zealand.
The power of chat
Significant shifts in behaviour from both retailers and consumers are creating the perfect storm for live chat.