Call centre news stories

One of the most quoted adages in business is "if you can't measure it, you can't manage it" this has been a long-held problem in telephony and customer service.

Vodafone has announced a partnership with Consegna to utilise joint Amazon Web Services (AWS) expertise to address the cloud needs of New Zealand companies.

Failing to provide competitive, high-quality customer service at every touchpoint can lead to low levels of customer satisfaction, which can have detrimental impacts on a business.

This week, we spoke to Uniphore co-founder and president (APAC) Ravi Saraogi, who shared some insight into how conversational automation technology is shaping the way call centres and enterprises conduct business.

NICE CXone has been selected by vocational education and training provider Wodonga TAFE, located in northeast Victoria, as the centrepiece of its contact centre.

Enterprise collaboration environments are now powerhouses of efficiency designed to make business communication seamless and simple in today’s busy environment.

At the time of writing, Teams has upwards of 250 million daily active users, all of whom are making the most of the benefits.

According to Poly Australia and New Zealand managing director Andy Hurt, the company wanted to address the need for privacy and security ‘head on’.

Tikal Call Center, the provider of the cloud-based service, has allowed for Teleinfo Media PLC to continue uninterrupted and high-quality service as a majority of technicians answer calls from their homes. 

Customers who call tend to be the most valuable to any business. They also place a high value on positive phone call interactions, particularly when justifying big purchases or important decisions.

Extremely high call volumes are resulting in longer than normal wait times and frustrated customers. Firms risk taking a hit to their reputation if the situation doesn’t improve.

"Due to precautionary measures in New Zealand and internationally, our customer care teams are managing the impacts of COVID-19 while dealing with higher call volumes."

According to a global Ecosystm cloud study, more than half (53%) of organisations have increased work processes and efficiency as a result of using the cloud.

Avaya is one of the Google Cloud partners participating in an early access program aimed at augmenting next-generation contact centres.

The truth is, in today’s hyper-competitive digital economy, organisations that choose to embrace intelligent automation will come out on top.

According to Everise the agreement with UBASE aligns two unique BPO companies to provide an unparalleled global service experience.

At one point Chuck exclaimed something that sounded suspiciously like “My hovercraft is full of eels”. Perhaps he was a Monty Python fan!

The digital customer engagement revolution is here, and is forcing organisations to adapt their customer service strategies, or die.

Vodafone is experiencing an unexpected fibre cut in Auckland, Penrose, and says this is impacting Vodafone call centres nationwide.

Outsourcing IT support to the lowest cost provider overseas is not a viable model for New Zealand companies who are trying to develop new markets and satellite operations globally.

Innovation does not need to be about the latest bells and whistles

The days of call centres being simply a centralised traffic zone for directing telephony are long gone. They are increasingly the nerve centre of any enterprise and decision makers ignore them at their peril.

"Enterprises feel that the reduced prices simply don’t compensate for the potential to lose customers in these tough economic times.”

Darren Younger, CTO, IPscape, describes how VoIP has gone from novelty to enterprise call centre solution.