Displaying items by tag: Contact centre

Telco SIngtel Optus has announced the creation of a "Community of Experts" which will result in every customer being moved to a dedicated team within six months.

Published in Telecoms & NBN

The COVID crisis has demonstrated the viability of mass remote working and embracing the practice long term has significant advantages, writes Shad Mortazavi, Founder and Managing Director, OpenIQ

GUEST OPINION by Shad Mortazavi, Founder and Managing Director, OpenIQ: Did your company’s contact centre make a sudden shift to remote working when the COVID crisis struck? If so, you’re in good company. In the wake of government shutdown announcements in March 2020, scores of Australian organisations equipped their agents with mobile devices and dispatched them home to work.

Published in Guest Opinion

GUEST OPINION by Daniel Harding, Director – Australia Operations, MaxContactAn omni-channel contact centre can help your business service its customers more effectively but rolling one out is not without its pitfalls.

Published in Guest Opinion

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