Displaying items by tag: Daniel Harding

Earlier this year, iTWire ran articles celebrating International Women's Day and Mother's Day, celebrating female leaders and entrepreneurs, and sharing the best advice received from mums respectively, and we're doing the same for fathers and men this September and November, starting with Father's Day 2021.

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.

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 Daniel Harding, Director – Australia Operations at MaxContact; "Every business running a modern, cloud based contact centre has access to a wealth of data and it makes sense to exploit it to the full,"

Company Partners with Entrust ICT to deliver integrated solution

We asked a number of IT executives what the 'new normal' might look like as the impact of COVID-19 wanes.

Here's what the IT industry executives had to say.

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.

Where is the money in the move to cloud computing? What's profitable and what isn't?

We posed this question to a broad swathe of senior industry executives. Here's what they had to say.

GUEST OPINION by Daniel Harding, Director – Australia Operations, MaxContact:  An omni-channel contact centre can help your business service its customers more effectively but rolling one out is not without its pitfalls.

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.

UK-based cloud contact centre provider MaxContact has expanded its Australian channel partner program with the appointment of Melbourne-headquartered cloud, voice and data services wholesaler CommsChannel as a managed services partner.

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