Contact Centre stories - Page 112
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.
Hosted phone seminar
Fri, 15th Oct 2010
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uc
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voip
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conversant
Conversant hosts free seminars on October 27th at Cliftons, Auckland, to reveal cost savings and benefits of switching to VoIP for NZ businesses.
Samsung dates Skype Galaxy S fix
Thu, 14th Oct 2010
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smartphones
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uc
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samsung
Samsung has confirmed that the Froyo update, expected in Nov/Dec, will resolve Skype issues on the Galaxy S. The device recently surpassed 5 million sales.
2degrees opens first retail store
Tue, 12th Oct 2010
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uc
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auckland university
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telco
2degrees debuts its first retail outlet at Sylvia Park, promising a homely Kiwi experience and signalling a major retail push.
Samsung Galaxy S shifts 5 million
Wed, 6th Oct 2010
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uc
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voip
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contact centre
Samsung sells over five million units of Galaxy S smartphone, plans to launch in Japan. Skype now available on Android, but with issues on Galaxy S.
Skype for Android is live
Wed, 6th Oct 2010
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smartphones
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uc
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voip
Skype is now available for Android smartphones, running version 2.1 or above, allowing users to make free Skype-to-Skype calls.
Skype swipes Cisco chief
Tue, 5th Oct 2010
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uc
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cisco
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voip
Tony Bates, former head of Cisco's enterprise and small-business unit, is now CEO of Skype, highlighting Silver Lake Partners' plans to advance the firm.
Biometrics: the time is now
Fri, 1st Oct 2010
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uc
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biometrics
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healthtech
From customer contact centres and logical access control, to cloud computing and password management, has enterprisebiometrics come of age?.
Growing pains
Fri, 1st Oct 2010
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uc
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gmail
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contact centre
Orcon's journey: From call centre chaos to managing 28,500 calls a month with advanced VoIP, showcasing evolution and innovation amid growth.
Being Kiwi
Fri, 1st Oct 2010
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uc
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gmail
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contact centre
NZ businesses embrace Kiwi identity post-financial crisis, shifting from offshoring to local solutions in IT and telecoms for a brighter future.
Cisco launches secure iPhone app
Fri, 24th Sep 2010
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smartphones
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uc
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cisco
Cisco's AnyConnect app now available on App Store, offering secure network connectivity for mobile employees on Apple iOS 4.1 devices.
RightNow unveils Facebook tools
Tue, 21st Sep 2010
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uc
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cx
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martech
RightNow revolutionises Facebook's customer service with new tools, enhancing integrated web and social interactions.
Psst – wanna buy a cheap watch?
Wed, 15th Sep 2010
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uc
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contact centre
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chillisoft
Scammers innovate yet again, now cold-calling to sell faux computer fixes and costly 'warranties', parting people from cash and peace of mind.
SkyCity CCiNZ conference detailed
Tue, 14th Sep 2010
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uc
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contact centre
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skycity
SkyCity hosts CCiNZ's 2010 conference on Sept 24, aiming to enhance contact centre operations. Tickets up to $595+GST. Registration details online.
ASB launches Facebook branch
Tue, 14th Sep 2010
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uc
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twitter
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contact centre
ASB pioneers a Facebook branch, offering real-time chat with staff, aiming to revolutionise customer service within social media's realm.
Hit the road Jack
Wed, 1st Sep 2010
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uc
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martech
Unified Communications revolutionises how 'Road Warriors' work, boosting productivity by 15-20%, and enhancing customer service efficiency.
Introducing the CCiNZ
Wed, 1st Sep 2010
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uc
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contact centre
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partners
CCiNZ launches to boost NZ's contact centre industry, promising advancements with new partnerships, educational resources and awards.
Smart Spending
Wed, 1st Sep 2010
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uc
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voip
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contact centre
Smart tech choices boost savings. Opt for home-working, cut redundant hardware, ditch idle landlines, beware misleading cost cuts, and reassess contracts.
Out of sight, out of mind
Wed, 1st Sep 2010
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uc
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contact centre
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outsourcing
If you outsource your operations to an area that is subsequently affected by any of these, you need to have a continuity plan.
Cisco makes a bid for Skype
Tue, 31st Aug 2010
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uc
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cisco
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gmail
Cisco has reportedly made a pre-IPO bid for Skype, aiming to bolster its market position against Google's new Google Talk service.
Express Data signs deal with Kaspersky
Tue, 24th Aug 2010
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crm
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uc
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martech
Express Data secures its role as Kaspersky's NZ corporate distributor, expanding its portfolio with leading anti-virus solutions.