Contact Centre stories - Page 107
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.
Employment agreements – a must for everyone
Fri, 1st Jul 2011
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uc
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contact centre
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employment
Starting 1st July, all UK employers must retain signed employment agreements, enforceable by penalty, updating Employment Relations Act.
Multi-channel approach
Fri, 1st Jul 2011
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crm
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uc
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martech
NZ businesses lag in social media for customer service, with <16% offering it, despite high user interest. Dr Catriona Wallace urges careful adoption.
Merging challenges
Fri, 1st Jul 2011
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uc
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auckland council
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contact centre
The CIO of Auckland Council discusses the challenges of managing expectations after the merger of multiple councils.
Office 365 to integrate with Skype
Thu, 30th Jun 2011
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uc
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voip
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ovum
Microsoft's integration of Skype with Office 365 aims to bolster cloud suite communications, promising seamless connection for businesses.
2talk targets toll-free market
Thu, 2nd Jun 2011
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uc
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voip
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2talk
Cloud PBX provider 2talk has launched a new service targeted specifically at the toll-free market, branded GO800.
Keeping business flowing in times of Crisis
Wed, 1st Jun 2011
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uc
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contact centre
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mmo
Natural disasters prompt urgent need for robust crisis communication plans, ensuring businesses stay connected amid chaos.
All in one communications
Wed, 1st Jun 2011
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uc
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wireless networks
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cloud services
Unified communications shift to 'cheap, cheerful' offerings, setting change in motion for resellers, says Gartner VP Geoff Johnson.
Atlas Gentech focuses on unified communications
Wed, 1st Jun 2011
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uc
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contact centre
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mmo
Atlas Gentech has begun a renewed focus on unified communications, and Plantronics products, as part of a change in its distribution strategy.
Plan for disasters
Wed, 1st Jun 2011
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uc
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dr
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cloud services
CCiNZ, in partnership with CRM Consulting, recently hosted an event on Business Continuity and Disaster recovery planning.
Video conferencing beyond the boardroom
Wed, 1st Jun 2011
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uc
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contact centre
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analyst report
Open and interoperable solutions are enabling smarter conversations, says Michael Chetner, Australia and New Zealand Managing Director for Polycom.
Skype installs 'crapware' without user knowledge
Mon, 30th May 2011
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uc
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hp
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voip
Skype secretly installs 'crapware' on PCs, sparking concerns about consent and system bloat. Users advised on removal steps.
Confirmed: Microsoft buys skype for $8.5b - Updated
Thu, 12th May 2011
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uc
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e-learning
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digital entertainment
Some are questioning the financial sense of the deal, especially for such a large amount when Skype's 2010 revenue was $860 million.
Microsoft rumoured to be close to Skype deal - Updated
Tue, 10th May 2011
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uc
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personal computing devices
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microsoft
Rumours have been swirling around potential acquisitions and/or deals with Skype - now Microsoft may have swooped in with a lot of cash.
2011 NetGuide peoples choice web awards
Sun, 1st May 2011
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uc
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martech
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ndr
Here we go again! It’s time to announce the details of New Zealand’s most respected web awards – the People’s Choice NetGuide Web Awards 2011.
E-Waste – The Path to Product Stewardship
Sun, 1st May 2011
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uc
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cleantech
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personal computing devices
NZ lags behind in e-waste management, needing urgent collaboration for interim stewardship solutions amid growing electronic waste concerns.
Finding value in words
Sun, 1st May 2011
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uc
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biometrics
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twitter
Social media analytics and biometric-style voice recognition tools are emerging as the most immersive insights into consumer behaviour we’ve ever had access to.
Are your needs being met?
Sun, 1st May 2011
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uc
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contact centre
In a needy world, NZ's Contact Centres, with 28,300 seats, spotlight the human element in delivering vital support and innovation.
Conversant releases free Outlook plug-in
Fri, 29th Apr 2011
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uc
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microsoft
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voip
Conversant unveils a new free plugin, enabling users to call directly from Outlook 2003 and 2007 by simply clicking on contacts.
WatchGuard forms Mitel partnership
Tue, 19th Apr 2011
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uc
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firewalls
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network infrastructure
WatchGuard partners with Mitel to offer enhanced VoIP and data security for businesses, promising top-notch firewall protection.
Unity Systems strikes AdvaTel reseller deal
Tue, 19th Apr 2011
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uc
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microsoft
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yahoo
Distribution Central's Unity Systems has signed up AdvaTel's InTouch solution for the New Zealand reseller channel.