Workforce
Ovum lead analyst Peter Ryan reports on the tug-of-war in the contact centre outsourcing sector.
Oh no!
Chances are your company is in the midst of deploying its unified communications (UC) strategy and your IT department is working hard to deploy new applications that unite telephony, conferencing, messaging and even collaboration tools.
Chances are your company is in the midst of deploying its unified communications (UC) strategy and your IT department is working hard to deploy new applications that unite telephony, conferencing, messaging and even collaboration tools.
VoIP move boosts nib's contact centre health
Even a cursory glance at the nearly 150 customer support representatives (CSRs), working at nib health funds' new contact centre in Newcastle's waterfront Honeysuckle Precinct, makes it hard to shake the feeling that something is missing from the company's new contact centre. And there is, indeed, one very significant thing missing: telephones.
Even a cursory glance at the nearly 150 customer support representatives (CSRs), working at nib health funds' new contact centre in Newcastle's waterfront Honeysuckle Precinct, makes it hard to shake the feeling that something is missing from the company's new contact centre. And there is, indeed, one very significant thing missing: telephones.
Most Recent Workforce
Why offshoring often doesn't work
The introduction into parliament of Senator Steve Fielding's proposed anti-offshoring Bill has injected new life into the debate around the outsourcing of contact centre jobs to overseas operations and has caused me to think once again about the advantages of keeping customer contact jobs within Australia and the opportunity we have to become a centre of excellence within the Asia Pacific region.
The introduction into parliament of Senator Steve Fielding's proposed anti-offshoring Bill has injected new life into the debate around the outsourcing of contact centre jobs to overseas operations and has caused me to think once again about the advantages of keeping customer contact jobs within Australia and the opportunity we have to become a centre of excellence within the Asia Pacific region.
What makes it so special?
As enterprises strive for greater customer intimacy through personalized service, customer-based sales and proactive outreach, the value of the contact center increases. Successful organizations concentrate on the customers who will grow their business in the future (especially important in today's economy). What sets the winners apart is that they focus contact centers around their customers rather than internal requirements or arbitrary benchmarks.
As enterprises strive for greater customer intimacy through personalized service, customer-based sales and proactive outreach, the value of the contact center increases. Successful organizations concentrate on the customers who will grow their business in the future (especially important in today's economy). What sets the winners apart is that they focus contact centers around their customers rather than internal requirements or arbitrary benchmarks.
Unified Communications Overview
To boost competitiveness and improve business performance in today's global environment, more and more enterprises are turning to Unified Communications (UC), which helps companies increase revenues, reduce costs, and enhance customer relationships.
To boost competitiveness and improve business performance in today's global environment, more and more enterprises are turning to Unified Communications (UC), which helps companies increase revenues, reduce costs, and enhance customer relationships.
SIP... HTML... VoiceXML... SOAP... You hear these acronyms and many more bandied about with great frequency. But what do they really mean and why should you pay special attention to these particular terms versus any others? From my and my employer's perspective, these are exceptional because they are all acronyms for standards.
The Unified Communications Journey - Setting the Itinerary
Executive Summary
Given the significant positive impact unified communications (UC) can have on an enterprise, it is clear that now is the time to be moving forward with a UC agenda.
Executive Summary
Given the significant positive impact unified communications (UC) can have on an enterprise, it is clear that now is the time to be moving forward with a UC agenda.
In the current global context, re-defining the word client is key to business success. The buzz phrases at the moment include "customer experience", but why not "employee experience"? The notion of "short-term pain for long-term gain" must be adopted if customer contact and ICT sectors are to remain viable in the current, competitive global climate.
Debate around call centres typically references notions of dark satanic mills bulging at the seams with underpaid, underprivileged, overexploited people furiously dialling victimised consumers. Never has the disparity between this politically fuelled fiction and reality been more evident than at the recent Contact Centre Global Forum in Cannes, France.
Examining the Stress and Satisfaction Triumvirate
Watching the television a few weeks ago, I caught a segment on Sunrise about new technology developed in Japan designed to help contact centre agents recognise just how stressed callers might be.
Watching the television a few weeks ago, I caught a segment on Sunrise about new technology developed in Japan designed to help contact centre agents recognise just how stressed callers might be.
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