Contact Centre stories - Page 111
Once known as ‘Call Centres’, the modern Contact Centre incorporates traditional telephony along with
web chat, text messaging, remote access services, and video conferencing to manage customer
interactions. Contact Centres are most associated with the provision of support, assistance or guidance
on products or services offered by companies serving large numbers of customers. Some are ‘outbound’
– that is, they reach out to customers for sales or other purposes, others are ‘inbound’ and receive
incoming contacts from people looking for help. Many combine both inbound and outbound functions.
Contact centres are often large facilities with tens or hundreds of workers – but they can also be virtual,
with people working ‘in’ the contact centre from home.
Swapping notes
Mon, 1st Jun 2009
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uc
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contact centre
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banking
Contact centre pros in Auckland unite for workforce management mastery, sharing skills and insights to boost efficiency and performance.
Cut down on the human time
Mon, 1st Jun 2009
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uc
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zeacom
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contact centre
Contact centre managers in New Zealand are turning to automation to reduce costs and improve customer service.
The power of chat
Fri, 1st May 2009
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crm
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uc
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martech
Significant shifts in behaviour from both retailers and consumers are creating the perfect storm for live chat.
Three Ps to finding the best IP PBX
Fri, 1st May 2009
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uc
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avaya
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support
As enterprises focus on IP telephony, examining IP PBX systems through the lens of practicality, power and proven performance is key to VoIP success.
Millennial means business
Sun, 1st Mar 2009
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uc
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cx
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martech
Many companies are struggling to adapt their business to serve a new wave of consumers from the millennial generation.
Embracing technology to overcome economic challenge
Sun, 1st Mar 2009
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saas
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uc
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apple
New Zealand businesses must embrace new technologies in order to thrive during the current economic downturn, according to Orcon's Head of Sales and Marketing.
Creating a flexible work environment
Thu, 1st Jan 2009
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uc
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healthtech
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yahoo
Unified communications technology is providing a new, flexible working environment and helping achieve work-life balance.
Recognising excellence: 2008 Microsoft partner award winners
Wed, 1st Oct 2008
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uc
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document management
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ecm
New Zealand's top Microsoft partners celebrated at the Auckland Museum, with Auldhouse, Axon, Intergen, Kinetics Group, and Provoke winning again.
The service provider advantage
Sun, 1st Jun 2008
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uc
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it services
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voip
Whether you are starting up or looking to expand your business it always counts to make sure you are well informed.
Unified communications start from the contact centre
Sun, 1st Jun 2008
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uc
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collaboration
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contact centre
Unified communications revolutionising customer interactions start in the contact centre, reshaping business operations and customer satisfaction.
Gvalidated
Sat, 1st Mar 2008
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uc
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contact centre
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genesys
Genesys launches Gvalidated initiative to bolster partner program, aiming for better integration and recognition of partner-developed applications.
VoIP -Avoid the pitfalls, while navigating the VoIP labyrinth
Thu, 1st Mar 2007
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uc
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firewalls
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vpns
Upgrading to a VoIP PBX system requires understanding the differences in communication technologies. IT Net World outlines the key factors.
Making money out of VoIP
Wed, 1st Nov 2006
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uc
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voip
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contact centre
The biggest issue with VoIP is that no matter which vendor's product is sold resellers need to have a network provider to connect the system to.
The big snip
Fri, 1st Sep 2006
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uc
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voip
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contact centre
Let me first begin with a brief explanation of what VoIP (Voice over Internet Protocol, pronounced 'voyp') is.