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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. More

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. More

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.More

"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."More

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.More

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

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

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

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

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

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

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.More

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

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.More