Displaying items by tag: Contact centres

GUEST OPINION: As the world battled through the challenges posed by the COVID-19 pandemic, the role played by customer contact centres became critically important.

GUEST OPINION by Daniel Harding, Director – Australia Operations, MaxContact: Historically, agents have either made calls or answered them but new generation contact centre technology makes it possible to do both.

GUEST OPINION by Katrina Wong, Segment: Consumers’ collective flight to digital sparked a global CDP boom in 2020 and, as the economy recovers, Australian businesses that don’t implement the technology may struggle, writes Katrina Wong, Vice President Product Marketing & Demand Generation, Segment.

Cloud communications platform provider 8X8 has launched Contact Center for Microsoft Teams to deliver integrated customer engagement and global telephony direct routing that allows employees and contact centre agents to interact with customers from any Teams endpoint.

GUEST OPINION by Sam Deckert, Founder and Principal Consultant, Peak Insight: During this current period of disruption and uncertainty, the ways in which customers interact with businesses is changing. Face-to-face dealings are being replaced with phone and online encounters while deliveries are now favoured over in-store transactions.

GUEST OPINION by Daniel Harding, Director – Australia Operations, MaxContact: Being able to scale your contact centre operations up and down rapidly is a powerful advantage in uncertain times.

Staying ‘open all hours’ can deliver significant benefits for businesses that put the right infrastructure and processes in place

GUEST OPINION by Daniel Harding, Director – Australia Operations, MaxContact: Weighing the pros and cons of keeping your contact centre open outside standard business hours this year? In our experience, companies generally decide to do so for one of two reasons: they’re receiving a steady stream of after-hours enquiries, or they see an opportunity to generate or collect revenue more effectively.

AWS has announced an unusually wide-ranging collection of new products and features.

GUEST OPINION by Brendan Maree, Vice President Asia Pacific at 8x8: As Australia emerges from its COVID-19 lockdown restrictions, businesses are coming to terms with how they will need to operate under ‘new normal’ conditions.

GUEST OPINION by Daniel Harding, Director, MaxContact: Australia’s small and medium business sector is doing it tough and finding practical and affordable ways to connect with customers and prospects is critical to survival, Daniel Harding argues.

The first four months of the COVID-19 pandemic saw Australian telco call centres affected by global lockdowns leading to consumers being unable to contact their provider to report their phone or Internet complaints, according to the Telecommunications Industry Ombudsman (TIO).

GUEST OPINION BY MaxContact: Australia’s contact centres are hard at work developing a new modus operandi that allows them to run efficiently, regardless of whether agents are at home or in the office, writes Daniel Harding, Director – Australia Operations, MaxContact

GUEST OPINION by Brendan Maree, Vice President Asia Pacific, 8x8:  In challenging times, an experienced, well trained contact centre team can be an invaluable asset to your organisation.

GUEST OPINION by Brendan Maree, Vice President Asia Pacific, 8x8: In challenging times, an experienced, well trained contact centre team can be an invaluable asset to your organisation.

GUEST OPINION BY Todd Gorsuch, CEO, Customer Science: Heightened customer demand and a need for staff to work from home are causing big headaches for contact centres around the country.

GUEST OPINION BY Todd Gorsuch, CEO, Customer Science: Heightened customer demand and a need for staff to work from home are causing big headaches for contact centres around the country.

Australian-listed energy company AGL Energy is leveraging technology from unified communications vendor Avaya to enable its office-based contact centre agents to work remotely from home in response to the COVID 19 crisis.

Google Cloud has launched a virtual agent support program designed to help healthcare, public health, and non-profit industries quickly build and deploy chatbots that can help serve their customers who are looking for information during the COVID-19 pandemic.

GUEST OPINION by Brendan Maree, VP Asia Pacific 8x8: Artificial intelligence (AI) and machine learning (ML) have generated a lot of excitement and hype during the past few years. In 2020, this hype will become reality within growing numbers of contact centres.

NBN Co has warned that scammers are increasing their efforts to use the NBN brand to steal people’s personal or financial details, with over 180,000 people contacting the builder of the National Broadband Network to report a scam over the six months to December 2019.