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Displaying items by tag: Call centres

Telstra has announced that it will slash 651 Australian call centre jobs across the eastern seaboard in the wake of a drop in voice call enquiries from customers.

Published in Enterprise Staff

The contract, won in partnership with Azzurri Communications, will see Eckoh develop and implement a hosted speech recognition solution across the Council's customer service operations

Igor Sarenac, vice president, communications worldwide for outsourced call centre operator, Convergys contends that the industry, globally is moving away from measuring - and trying to increase - customer satisfaction as a key metric of customer service performance towards trying to reduce customer effort.
Published in Strategy

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