Contact Centre stories - Page 116
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.
TelstraClear looks to offshore contact centres
Wed, 25th Nov 2009
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TelstraClear is considering offshoring its inbound contact centres to the Philippines, with a loss of up to 170 customers roles in Christchurch and Kapiti.
Website for workforce professionals
Tue, 24th Nov 2009
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tuanz
Great Outcomes' Giles Potter launches a dedicated website for Workforce Planning Professionals in NZ, enhancing training and research access.
$2 million in stock reduced to ashes
Thu, 19th Nov 2009
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The fire that destroyed Corporate Consumables’ Mt Wellington premises on Tuesday afternoon claimed more than $2 million worth of stock.
Challenging times
Sun, 1st Nov 2009
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brightstar
Recession bites as the 13th Annual Contact Centre Conference sees a dip in attendance, but organisers remain hopeful for a brighter future.
Silver lining in grey climate
Sun, 1st Nov 2009
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The recession might make it a gloomy time for most businesses, but the sun is shining in the contact centre industry.
First call response
Sun, 1st Nov 2009
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NZ Police's new strategy significantly improves call response rates, showcasing the benefits of additional contact centres and resources.
How can you help?
Sun, 1st Nov 2009
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partners
Understanding your customers’ needs, and offering the benefit of your own experience, will turn you from a supplier into a trusted, valued partner.
SCOOP: Telcos enter crowded events market
Tue, 13th Oct 2009
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Telecom giants band together for a pioneering mega-conference targeting over 2750 attendees in an ambitious foray into the competitive events arena.
Conference packs four days into two
Tue, 13th Oct 2009
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itsm
Recession forces NZ Help Desks and ITSM and 13th Annual Contact Centre conferences to be scaled back to one day.
Offshoring – boon or blight?
Thu, 1st Oct 2009
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tuanz
Offshoring sparks debate in NZ: While some tout cost savings, others argue it hurts customer service and the local job market.
Skype has new owner
Thu, 1st Oct 2009
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ecommerce
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voip
eBay sells Skype to private investors for USD $1.9 billion, ending an unfruitful alliance but leaving unresolved a critical licensing dispute.
Offshoring - get used to it New Zealand
Tue, 8th Sep 2009
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Controversial stance on offshoring by Wallace at CCiNZ stirs debate, claiming it is time NZ embraces the economic benefits and moves past protectionism.
What’s up with TUANZ?
Tue, 1st Sep 2009
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tuanz
Contact centre professionals face the same issues during a recession, including budget cuts and difficulty in recruiting quality staff.
Citizen’s advice
Tue, 1st Sep 2009
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partners
Government contact centres in New Zealand are taking steps to improve customer service after a survey revealed widespread dissatisfaction among citizens.
ASB transformed by telethon
Tue, 1st Sep 2009
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asb bank
Around 300 ASB staff volunteered to take the calls for the TV3 Big Night In telethon at the bank’s contact centre in Albany last month.
Virtual conversation
Tue, 1st Sep 2009
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displays & projectors
Videoconferencing has seen significant growth in New Zealand, with companies utilising the benefits including faster decision-making and improved collaboration.
To Port or not to Port *
Tue, 1st Sep 2009
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telco
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2degrees falls short on data, charging 50c/MB compared to Telecom's fast XT network and Vodafone's 1GB/month promotion. #mobile #data.
Talking shop
Sat, 1st Aug 2009
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martech
Dive into the thrilling world of contact centre management as industry pros share their journey and advice for navigating this complex, dynamic sector.
Planning for a pandemic
Sat, 1st Aug 2009
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hybrid & remote work
What technical solutions will be required to enable a widespread teleworking deployment should the H1N1 virus threaten the health of employees?.
Tackling the telco bills
Sat, 1st Aug 2009
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call data
Telecomms bills can be complex and difficult to understand, but there are tools available to help manage costs and reduce spending.