Julian Lee from SMH writes on the customer dissatisfaction of call centres overseas, and the subsequent response to re-domicile call centres back to Aus, in 'Overseas call centres being put on hold':
"The contact centre technology company Avaya says only one in 10 Australians is happy to talk to someone at the other end of the line knowing that person is overseas.
Woolworths, a newcomer to the field, has handed the task of fielding calls about its new loyalty card to Australians working from home, whom the industry calls "agents". It has chosen the bush over Bangalore. And, in recognition of what a friendly and professional voice can do to a brand, it is exploring ways of turning what has been a reactive tool into an active one."
Home based agents could become the key in keeping costs low (as low as they were in an offshore environment, that is ironically increasing in cost itself, as agents and professionals there use the demand from the west to ask for better wages and conditions - to the point where some western businesses relocate back to home for cost reasons, as well as customer experience). Home based agents, as well as under utilised branch staff, could contribute to reducing costs, GOS, AHT, and all those other delightful measures...
Showing posts with label contact centre. Show all posts
Showing posts with label contact centre. Show all posts
Wednesday, July 9, 2008
Thursday, May 29, 2008
NAB moves customer service to chat-bot
From ZDNet:
"National Australia Bank in June will start trialling technology where chat-bots or what NAB calls "virtual agents" handle customer requests online — a task handled by call centre agents today.
NAB will soon start trialling "virtual chat", where an automated online assistant will attempt to answer commonly asked questions for customers via a Web browser, according to the bank's head of direct channels, Direct Sales and Service, Tim Cullen.
The new system's online assistant will provide customers with links to other Web pages, and explanatory images, as well as helping customers through various application forms, such as those for home loans.
"If [customers] are at a particular point in an application, our virtual agent will be able to give specific guidance to them on how to proceed," Cullen told ITRadio.com.au's Smart Call podcast."
...
"Dr Catriona Wallace, director of Callcentres.net, who last year released a study showing that Australians would prefer speaking with robots than with offshore call centre staff, said technology like this will likely result in job cuts. However, she added that "there's a whole need to automate transactional work to make it less mundane for call centre workers and it will raise what call centre agents need to do other than simple credit card enquiries."
"Agents typically take 78 calls per day and if some of that can be automated, it's a much better role for the agent," she said.
As for NAB's customers, Dr Wallace said: "I think they will like it because most customers that will use it immediately will already be customers who have some orientation around Web chat technology," she said."
Article continues...
"National Australia Bank in June will start trialling technology where chat-bots or what NAB calls "virtual agents" handle customer requests online — a task handled by call centre agents today.
NAB will soon start trialling "virtual chat", where an automated online assistant will attempt to answer commonly asked questions for customers via a Web browser, according to the bank's head of direct channels, Direct Sales and Service, Tim Cullen.
The new system's online assistant will provide customers with links to other Web pages, and explanatory images, as well as helping customers through various application forms, such as those for home loans.
"If [customers] are at a particular point in an application, our virtual agent will be able to give specific guidance to them on how to proceed," Cullen told ITRadio.com.au's Smart Call podcast."
...
"Dr Catriona Wallace, director of Callcentres.net, who last year released a study showing that Australians would prefer speaking with robots than with offshore call centre staff, said technology like this will likely result in job cuts. However, she added that "there's a whole need to automate transactional work to make it less mundane for call centre workers and it will raise what call centre agents need to do other than simple credit card enquiries."
"Agents typically take 78 calls per day and if some of that can be automated, it's a much better role for the agent," she said.
As for NAB's customers, Dr Wallace said: "I think they will like it because most customers that will use it immediately will already be customers who have some orientation around Web chat technology," she said."
Article continues...
Thursday, May 8, 2008
Speech Recognition becoming a part of customers lives
Australian customer satisfaction with speech recognition systems, and their technical capabilities systems have increased significantly over the past years, according to callcentres.net research.
The report, commissioned by Nuance Communications, found 58% of respondents were either "very" or "extremely satisfied" using a speech recognition system - an 11% increase on the findings of a similar survey in 2005.
The study concluded that the ability and acceptance of speech recognition in Australia is maturing and catching up to the rest of the world. "In the US, speech recognition is promoted as a extra service channel that gives convenience, 24 hour access, speed and has always been positioned by the market as something that is very positive," said callcentres.net director Dr Catriona Wallace. "Australia is definitely lagging in its uptake of speech compared to the US and Europe, however we're seeing it coming of age now," Wallace said. Peter Chidiac, ANZ managing director for Nuance Communications said advancements in the capabilities of speech recognition systems, particularly open dialogue systems, was one of the reasons behind their burgeoning acceptance.
Wednesday, April 16, 2008
Hyperconnectivity, Unified Communications, whatever you call it, its here
I saw a presentation this morning on 2.0 and other such things, you know the ones, the ones that constantly talk about 'gen y's collaborating with their peers on social network sites like MySpace' (isnt MySpace pretty dead now?) ... whilst it was interesting, I'd heard it all before, for aboout 2 years at similar presentations, but I got the impression the audience (and even the speaker!) was hearing it for the first time ... theres something about baby boomers who marvel at this idea that there are more ways to communicate and contact people (and collaborate!) than through the phone and email.
The real piece of interest for me is the connection to the contact centre - how the IP capability will create a truly medium independent environment that enables all kinds of specialised, targeted, routed contact for bankers. Nortel call it HyperConnectivity, Microsoft call it Unified Communications. I've talked about these before.
Its time to implement these ideas and systems and get these networks in place.
Read more on VOIP and IP Networks, HyperConnectivity, and Unified Communications.
The real piece of interest for me is the connection to the contact centre - how the IP capability will create a truly medium independent environment that enables all kinds of specialised, targeted, routed contact for bankers. Nortel call it HyperConnectivity, Microsoft call it Unified Communications. I've talked about these before.
Its time to implement these ideas and systems and get these networks in place.
Read more on VOIP and IP Networks, HyperConnectivity, and Unified Communications.
Sunday, April 13, 2008
Calling the future
From ITRadio:
"Smart call, your weekly call and contact centre podcast, is available for download. This week’s show peers into the future of the contact centre and explores the future role of video, maps and virtual reality in the delivery of customer service!
On this week’s podcast:
- Callcentres.net’s Dr Catriona Wallace analyses email in the contact centre and why it is languishing as a little-used channel.
- Bruce McCabe of S2 Intelligence looks at the future of the contact centre, explaining how voice analysis, video demonstrations and maps will become part of the customer service experience, but virtual reality probably will not.
- Reminders about next week’s Voice Leadership Forum, a two-day event that will focus debate on the role of voice biometrics in defeating identity fraud! SmartCall is the official media partner for the event! "
Monday, March 24, 2008
Hate Phone Menus? You'll love Fonolo
From SpeechTechMag:
Fonolo, a Toronto-based company, today began closed beta testing of a service that it says will make it faster and less frustrating to call large companies. The service is expected to be available for public beta testing in the summer; full commercial rollout is expected in the fall.
The service, called Deep Dialing, automatically "spiders" a company’s interactive voice response (IVR) systems, creating a visual transcript of the IVR script for the user to read. Users start by finding the company they need on the Fonolo Web site, then visually scanning through the phone menu on their computers’ or mobile devices’ Web browser and clicking on the appropriate point. Fonolo then dials the company, navigates the phone system, and calls the user’s phone. When the user answers, he is connected to the desired point in the menu."
Article continues...
Fonolo, a Toronto-based company, today began closed beta testing of a service that it says will make it faster and less frustrating to call large companies. The service is expected to be available for public beta testing in the summer; full commercial rollout is expected in the fall.
The service, called Deep Dialing, automatically "spiders" a company’s interactive voice response (IVR) systems, creating a visual transcript of the IVR script for the user to read. Users start by finding the company they need on the Fonolo Web site, then visually scanning through the phone menu on their computers’ or mobile devices’ Web browser and clicking on the appropriate point. Fonolo then dials the company, navigates the phone system, and calls the user’s phone. When the user answers, he is connected to the desired point in the menu."
Article continues...
Tuesday, March 11, 2008
GCCRM explore call centre customer experience
Read these three related articles from GCCRM:
Call Centers: What's New, What Matters
There's no question that call centers are the ugly duckling of marketing. If you're using them to sell, then you can bet they are one of the least welcome expressions of your company, with calls coming at dinnertime with those manipulative scripts.
A Syndicated View for Managing Customer Experience
Even to this day, as I present at conferences and seminars, I am regularly asked "what is the difference between call centres and contact centres". My answer is usually very simplistic:- "Call Centres handle telephone calls whereas contact centres handle other touchpoints such as email, fax and post in addition to or instead of telephone contacts."
Customer Experience Management in Call Centers
When it comes to defining CEM in Call Centers, most executives think of achieving a unique customer experience with qualified and friendly personnel, quick access to data, and resource optimization by using new and efficient technologies. The better we are, the better the customer will feel when interacting with us! Is it really like this?
Call Centers: What's New, What Matters
There's no question that call centers are the ugly duckling of marketing. If you're using them to sell, then you can bet they are one of the least welcome expressions of your company, with calls coming at dinnertime with those manipulative scripts.
A Syndicated View for Managing Customer Experience
Even to this day, as I present at conferences and seminars, I am regularly asked "what is the difference between call centres and contact centres". My answer is usually very simplistic:- "Call Centres handle telephone calls whereas contact centres handle other touchpoints such as email, fax and post in addition to or instead of telephone contacts."
Customer Experience Management in Call Centers
When it comes to defining CEM in Call Centers, most executives think of achieving a unique customer experience with qualified and friendly personnel, quick access to data, and resource optimization by using new and efficient technologies. The better we are, the better the customer will feel when interacting with us! Is it really like this?
Tuesday, January 22, 2008
Analysing lost/stolen cards experiences
From The Age:
"A CARELESS moment late one Thursday night in a North African street and my wallet disappeared. Somehow, somewhere, between a bookshop in Tripoli's September Street and the three blocks to my hotel, it fell from my handbag.I discovered the loss the next morning - credit cards, gone; cash, gone, all 300 Libyan dinars ($281) of it.
So who would win the great card replacement race? The heady smell of tuberoses laced the midnight air as I began the first of my Egyptian nights on the phone to Diners, American Express and Visa, telling the same story. This went on from Tuesday for more than a week and involved quite a few tears of frustration."
Article continues...
From personal travel experience in Europe, I've found Amex to be quite incredible - they immediately cancelled the card, provided a line of cash to us to cover us for the immediate future, and had a new card to us in 48 hours (to Amsterdam). Their service on the phone was exemplary, and they understand the pain and stress of losing cards whilst in unfamiliar territory.
"A CARELESS moment late one Thursday night in a North African street and my wallet disappeared. Somehow, somewhere, between a bookshop in Tripoli's September Street and the three blocks to my hotel, it fell from my handbag.I discovered the loss the next morning - credit cards, gone; cash, gone, all 300 Libyan dinars ($281) of it.
So who would win the great card replacement race? The heady smell of tuberoses laced the midnight air as I began the first of my Egyptian nights on the phone to Diners, American Express and Visa, telling the same story. This went on from Tuesday for more than a week and involved quite a few tears of frustration."
Article continues...
From personal travel experience in Europe, I've found Amex to be quite incredible - they immediately cancelled the card, provided a line of cash to us to cover us for the immediate future, and had a new card to us in 48 hours (to Amsterdam). Their service on the phone was exemplary, and they understand the pain and stress of losing cards whilst in unfamiliar territory.
Tuesday, November 20, 2007
Latest from McKinsey Quarterly
Some interesting articles from McK:
Anticipating customer queries in call centers
An effort to determine the value of specific kinds of customer inquiries shows how companies should decide which channels are best for dealing with each of them.
Connecting employees to create value in investment banks
Leaders used to have few options for changing their companies, except focusing on financial performance and walking the halls. That’s no longer true.
Harnessing the power of informal employee networks
Formalizing a company’s ad hoc peer groups can spur collaboration and unlock value.
Anticipating customer queries in call centers
An effort to determine the value of specific kinds of customer inquiries shows how companies should decide which channels are best for dealing with each of them.
Connecting employees to create value in investment banks
Leaders used to have few options for changing their companies, except focusing on financial performance and walking the halls. That’s no longer true.
Harnessing the power of informal employee networks
Formalizing a company’s ad hoc peer groups can spur collaboration and unlock value.
Friday, November 2, 2007
CallCentres.net teams with Avaya to bring CC Consumer Index
This morning I saw an excellent presentation (as always) from Dr Catriona Wallace titled Avaya Contact Centre Consumer Index, surveying 100's of people across Australia and Asia Pac on their call centre experiences. She used an interesting model to create a consumer index score (essentially expectation + interaction + loyalty, a quasi IBM model I think). The call centre industry received a ranking of 61/100, so meeting expectations one would say. Some very interesting differences between the generations, and the one line you can take home - all customers want is first call resolution, dealing with a skilled, helpful and friendly agent that gives them what they need quickly. Not brain surgery!
More info soon. Those people in Sydney, get a ticket!
More info soon. Those people in Sydney, get a ticket!
Tuesday, September 25, 2007
Your call is (not) important
Powerful article in The Age, continues:
"Disloyalty is a sentiment felt by many customers of large organisations who find themselves listening to a voice like Doris when they have phoned to talk to a person. Try to contact a corporation like one of the telcos, a bank, energy retailer or government department and you are likely to be fobbed off into the electronic limbo of recorded messages, telephone queues and a disembodied voice telling you to enter information by pressing phone buttons.
In the case of telcos, complaints about service rose from 12 per cent of all complaints in 2004 to more than 30 per cent last year, according to the government-appointed watchdog, the Telecommunications Industry Ombudsman. Many of these were from people unhappy about being unable to speak to a real person.
Gerard Brody, director of policy at the Consumer Action Law Centre, believes organisations with virtually captive markets think they can get away with poor customer service such as long frustrating delays in trying to talk to a company representative.
"Having customers wait in long telephone queues is a strategy by corporations to transfer costs to the consumers. They save costs by cutting back on the staff to answer the consumer's phone calls and instead transfer the costs to the consumer who has to waste their time waiting maybe half an hour to talk to someone.""
This is what we need to combat through improving our commitment to real customer needs - our customers are our partners in business, and it loathes me to be part of an industry that treats its most important people this way... and I dont mean shareholders.
On the back of this, this was in The Age too:
"A call centre veteran has defended the practice of 12-second rest break between calls as "industry standard" after the conditions of the Netspace support line was revealed yesterday.
Yesterday theage.com.au revealed that call centre staff at internet service provider Netspace were told in an email that they have 12 seconds to compose themselves between calls and that they were only to log out of their system four times a day for set breaks."
There is this obsession to bash call centres, and obsess over numbers like a 12 second rest time.
"Disloyalty is a sentiment felt by many customers of large organisations who find themselves listening to a voice like Doris when they have phoned to talk to a person. Try to contact a corporation like one of the telcos, a bank, energy retailer or government department and you are likely to be fobbed off into the electronic limbo of recorded messages, telephone queues and a disembodied voice telling you to enter information by pressing phone buttons.
In the case of telcos, complaints about service rose from 12 per cent of all complaints in 2004 to more than 30 per cent last year, according to the government-appointed watchdog, the Telecommunications Industry Ombudsman. Many of these were from people unhappy about being unable to speak to a real person.
Gerard Brody, director of policy at the Consumer Action Law Centre, believes organisations with virtually captive markets think they can get away with poor customer service such as long frustrating delays in trying to talk to a company representative.
"Having customers wait in long telephone queues is a strategy by corporations to transfer costs to the consumers. They save costs by cutting back on the staff to answer the consumer's phone calls and instead transfer the costs to the consumer who has to waste their time waiting maybe half an hour to talk to someone.""
This is what we need to combat through improving our commitment to real customer needs - our customers are our partners in business, and it loathes me to be part of an industry that treats its most important people this way... and I dont mean shareholders.
On the back of this, this was in The Age too:
"A call centre veteran has defended the practice of 12-second rest break between calls as "industry standard" after the conditions of the Netspace support line was revealed yesterday.
Yesterday theage.com.au revealed that call centre staff at internet service provider Netspace were told in an email that they have 12 seconds to compose themselves between calls and that they were only to log out of their system four times a day for set breaks."
There is this obsession to bash call centres, and obsess over numbers like a 12 second rest time.
Monday, August 20, 2007
Genesys G-Force Asia Pacific round-up
Last week I attended Genesys' G-Force event for Asia Pacific in Melbourne, where the regions contact centre managers gather to discuss, share and hear knowledge with and from industry peers and leaders. One constant theme and hot topic right now is the customer experience - at the centre of all of our strategies should be the customer, and how they interact with our contact centre teams.
A very interesting set of speakers were present, outside of the usual Genesys sales teams giving general updates on strategy. My highlights were:
Ross McEwan, head of Retail Banking at CommBank, gave an standard but still engaging view of his multi-channel plans. The strength of the CommBank network and customer base is difficult to deny, as is their recent positive results and continued success under Ross and his CEO Ralph Norris (Ralph, Ross and a handful of other senior colleagues have all been brought in from NZ, which gives a new flavour to the CommBank culture, and a great can-do attitude the Kiwis have).
Kevin Panozza from Salesforce gave a typically lateral speech that challenged us to consider how the ‘8 Enemies of Staff Engagement’ may be causing reputation damage, lost sales, increased costs and high staff attrition in your business. Very entertaining, if not slightly worrying that Kevin actually thinks like that ... he's a really lovable nutter.
Other highlights were Jared Mortlock from Telecom NZ gave a good overview of implementing speech recognition, well before many of his competitors, and spoke of the pitfalls and challenges they overcame; and Peter Richards from the Child Support Agency, on the importance of call recording and the implementation within such a short timeline.
Read the agenda here.
The trade stands were impressive, in the fact they were dismantled and reconstructed more than once for the functions that ran through the week. All the major players were there - Nuance, Telstra, IBM, Dimension Data, eSoon, Integ, Premier, ITA, VE Commerce, Veridien, etc.
A very interesting set of speakers were present, outside of the usual Genesys sales teams giving general updates on strategy. My highlights were:
Ross McEwan, head of Retail Banking at CommBank, gave an standard but still engaging view of his multi-channel plans. The strength of the CommBank network and customer base is difficult to deny, as is their recent positive results and continued success under Ross and his CEO Ralph Norris (Ralph, Ross and a handful of other senior colleagues have all been brought in from NZ, which gives a new flavour to the CommBank culture, and a great can-do attitude the Kiwis have).
Kevin Panozza from Salesforce gave a typically lateral speech that challenged us to consider how the ‘8 Enemies of Staff Engagement’ may be causing reputation damage, lost sales, increased costs and high staff attrition in your business. Very entertaining, if not slightly worrying that Kevin actually thinks like that ... he's a really lovable nutter.
Other highlights were Jared Mortlock from Telecom NZ gave a good overview of implementing speech recognition, well before many of his competitors, and spoke of the pitfalls and challenges they overcame; and Peter Richards from the Child Support Agency, on the importance of call recording and the implementation within such a short timeline.
Read the agenda here.
The trade stands were impressive, in the fact they were dismantled and reconstructed more than once for the functions that ran through the week. All the major players were there - Nuance, Telstra, IBM, Dimension Data, eSoon, Integ, Premier, ITA, VE Commerce, Veridien, etc.
Tuesday, August 7, 2007
Aus & NZ Contact Centre Industry Benchmarking Reports 2007 now available
From CallCentres.net:
"Sponsored by COPC, Zintel, Autonomy etalk and Cisco Systems, the 2007 Australia & New Zealand Contact Centre Industry Benchmarking Reports are the most comprehensive, the most widely used, and the most frequently cited contact centre industry benchmarking reports. Produced by callcentres.net, the 2007 reports are endorsed by the Australian Teleservices Association, Customer Contact Management Association and TUANZ."
"Sponsored by COPC, Zintel, Autonomy etalk and Cisco Systems, the 2007 Australia & New Zealand Contact Centre Industry Benchmarking Reports are the most comprehensive, the most widely used, and the most frequently cited contact centre industry benchmarking reports. Produced by callcentres.net, the 2007 reports are endorsed by the Australian Teleservices Association, Customer Contact Management Association and TUANZ."
Thursday, July 26, 2007
Suncorp upgrades to IP
From CallCentres.net:
"Financial services company Suncorp will upgrade six contact centres to IP as part of a major overhaul of its communications systems.
Suncorp has selected Avaya for the rollout which includes communications infrastructure in new buildings to replace existing legacy systems. Suncorp plans to introduce a converged voice and data network into six of its contact centres, with the goal of improving workforce management, reporting capabilities, increasing visibility across the business and demonstrating a proven ROI.
"Suncorp insures the financial wellbeing of millions of Australian households - just imagine the flexibility introduced by leveraging a converged IPT infrastructure in the event of a wide-scale natural disaster," Suncorp's Paul Cameron told reporters. Avaya's Carlton Taya said IP telephony was the foundation for Suncorp to now proliferate on voice-embedded business applications to transform its operation in areas such as mobility, customer service, productivity and collaboration."
"Financial services company Suncorp will upgrade six contact centres to IP as part of a major overhaul of its communications systems.
Suncorp has selected Avaya for the rollout which includes communications infrastructure in new buildings to replace existing legacy systems. Suncorp plans to introduce a converged voice and data network into six of its contact centres, with the goal of improving workforce management, reporting capabilities, increasing visibility across the business and demonstrating a proven ROI.
"Suncorp insures the financial wellbeing of millions of Australian households - just imagine the flexibility introduced by leveraging a converged IPT infrastructure in the event of a wide-scale natural disaster," Suncorp's Paul Cameron told reporters. Avaya's Carlton Taya said IP telephony was the foundation for Suncorp to now proliferate on voice-embedded business applications to transform its operation in areas such as mobility, customer service, productivity and collaboration."
Wednesday, June 20, 2007
Clarity Key to Call Center Satisfaction
From eMarketer:
"Nearly a fifth of all US customers who contact a call center hang up with their issue unresolved, according to the CFI Group's "Call Center Satisfaction Index." Almost seven in 10 of those customers with unresolved issues were at risk of defection.
The study also found that customers who believed a contact center was located outside the US rated their satisfaction 26 points lower on a 100-point scale than those who assumed the call center was in the US. When they thought the call center was located outside the US, the customers were also almost twice as likely to defect.
Poor customer service representative (CSR) communication skills were cited as another major problem, with only 45% of customer issues resolved by reps with poor communication skills. When CSRs could speak clearly, 88% of issues were resolved.
Sheri Teodoru of CFI said, "Offshoring has a negative impact on satisfaction because offshore customer service reps are less adept at solving customer problems. Customer service reps located outside of the US are rated lower on communication skills. When communication skills are poor, customers' issues remain unsolved in the majority of cases.""
"Nearly a fifth of all US customers who contact a call center hang up with their issue unresolved, according to the CFI Group's "Call Center Satisfaction Index." Almost seven in 10 of those customers with unresolved issues were at risk of defection.
The study also found that customers who believed a contact center was located outside the US rated their satisfaction 26 points lower on a 100-point scale than those who assumed the call center was in the US. When they thought the call center was located outside the US, the customers were also almost twice as likely to defect.
Poor customer service representative (CSR) communication skills were cited as another major problem, with only 45% of customer issues resolved by reps with poor communication skills. When CSRs could speak clearly, 88% of issues were resolved.
Sheri Teodoru of CFI said, "Offshoring has a negative impact on satisfaction because offshore customer service reps are less adept at solving customer problems. Customer service reps located outside of the US are rated lower on communication skills. When communication skills are poor, customers' issues remain unsolved in the majority of cases.""
Monday, June 18, 2007
Technology Innovation Drives Positive Agent Behaviour And Increases Customer Satisfaction
From 2006 - Technological innovation has been highlighted as a key driver in the development of the contact centre, according to the Merchants Global Contact Centre Benchmarking Report 2006 which was commissioned by Datacraft Asia and its parent company, Dimension Data. By using technology that empower agents and motivate a shift in behaviour, contact centres are working to improve customer service levels.
Amazon.com opens call centre in Ireland
Wooing the online retailer away from the UK, Ireland has secured a 450 seat call centre near Cork Airport.
"As our business has grown, and as we have expanded the categories of products we offer, we need to expand our customer service support as well," said Marc Onetto, Amazon's senior vice president of worldwide operations.
"The Cork center, with its strategic location and highly skilled work force, enables us to grow with the business and provide our many millions of European customers with an improved level of service," he said.
"As our business has grown, and as we have expanded the categories of products we offer, we need to expand our customer service support as well," said Marc Onetto, Amazon's senior vice president of worldwide operations.
"The Cork center, with its strategic location and highly skilled work force, enables us to grow with the business and provide our many millions of European customers with an improved level of service," he said.
Monday, May 28, 2007
Userplane & Wengovisio
This looks interesting - Userplane, a web chat / video chat / multi-user messenger application, used on social network sites. And Wengovisio, a widget that contains a video or audio chat function, part of an unusual site Wengo.com.
Sunday, May 27, 2007
CallCentres.net to release benchmarking report from 19th June
Callcentres.net will be releasing their 2007 2007 Australia & New Zealand Contact Centre Industry Benchmarking reports in Melbourne (June 19), Sydney (June 20) and Auckland (June 22). Covering operations, hr, kpis, budgets, quality, and other issues, Dr Catriona Wallace will host this event
Tuesday, April 17, 2007
Tellme
Tellme is a new directory service hot on the heels of Google 411, which allows you to have any directory information you request by voice, text or mobile app. Unlike Google 411, which offers only directory assistance, Tellme can serve up actual information: news, weather, stock quotes, movie showtimes and the like. It's like a voice-operated version of 4INFO. Like that service, Tellme can text info to your phone. (You can also access it directly via SMS, as with 4INFO.)Thanks to Lifehacker.
Subscribe to:
Posts (Atom)
