Displaying items by tag: customer service

GUEST OPINION by Daniel Harding, MaxContact’s Director – Australia Operations: Webchat, SMS and email can enable you to deliver better customer service but only if you invest time and resources to implement them smartly.

COMPANY NEWS: Aussie Broadband is delighted to announce that it has won Internet Service Provider of the Year in the 2020 Roy Morgan Annual Customer Satisfaction Awards.

GUEST OPINION by Chris Ellis, APAC Technical Evangelist, Nintex: As increasing numbers of organisations tackle the challenge of digital transformation, many are coming to understand the important part played by robotic process automation (RPA) software.

The three months between October and December 2020 showed a drop in complaints rates for Australia’s telecommunications service providers to the Telecommunications Industry Ombudsman (TIO), according to the telecoms industry peak body Communications Alliance.

Customer service software Zendesk has announced Zendesk Suite, bringing all of the company's service capabilities into one package.

Macquarie has been recognised for customer-first approach to networking technology, in what is the company’s impressive fourth global award win in just over two months.

Telco SIngtel Optus has announced the creation of a "Community of Experts" which will result in every customer being moved to a dedicated team within six months.

Telstra consistently offered the best mobile experience to its customers in Australia, according to a new report from crowdsourced mobile data company Tutela, which analysed the performance of mobile providers on customer service in both Australia and New  Zealand.

Phil Britt is the CEO and MD of Aussie Broadband, which just listed on the ASX, won a major customer service award, gained its first customer on its new Metro Melbourne fibre network, with Britt also winning the ACOMMS Communications Ambassador Award for 2020, and he joined iTWireTV via Zoom for a good all-round chat.

Australia's foreign intelligence agency, ASIS, is looking for potential recruits to fill tech and other roles in the organisation.

University of Western Australia has deployed the process mapping capabilities of the Nintex Process Platform in a move aimed at accelerating process improvement and to underpin business continuity.

The majority of Australian citizens are willing to share personal information with government agencies in exchange for better service, according to a global study.

The carrier has put on 500 extra customer service staff and extended some of its COVID-19 related offers.

Penrith City Council in NSW has deployed Microsoft Dynamics 365 Customer Service as part of a cloud-first digital transformation to streamline and lift the quality of the delivery of services - including waste management - to a rising population.

Telstra is cutting an additional 280 jobs as it continues culling its workforce as part of the program announced in 2018 that it would effect a net reduction of 8000 employees and contractors by 2022 - and reduce two to four layers of management, with one in four executive and middle management roles to go.

Circles.Life, the telco that promises a “more likeable than hateable experience” - and which launched in the Australian market in August - has created a S$1 million fundraising page via GoGetFunding designed to “bail people out from mobile contracts worldwide and to give the telco freedom the customers deserve”.

The Australian arm of connected vehicle company Verizon Connect has launched its Field Service Dispatch solution for the Australian market, providing a solution it says makes it easy for dispatchers to efficiently schedule and communicate job information to technicians and customers throughout the day, in near-real-time.

Retailer Target has admitted to the competition watchdog, the ACCC, that it may have breached Australian Consumer Law by making false or misleading representations in its dealings with customers who purchased faulty Sony PlayStations.

The quality of customer service delivered by Australian professionals is being impacted by an average of two hours of wasted time every week as they try to track down the right information internally they need to do their jobs, but despite this many professionals say that collaboration technology would help them do their job more efficiently.

According to Adrian McDermott, President of Product at Zendesk, the trouble-ticket is no longer enough to manage customer interactions.