News (17)

  • Connecting call centres and business goals

    Advances in online communication tools and contact management software are fostering new attention on call centre operations as a key tool for enterprises as they strive to build deeper relationships with their customers.

  • Aussies prefer robots to call centres

    Australians would rather deal with a decent speech recognition system than an offshore call centre agent, typically based in India or Asia.

  • DIMIA eyes London based call centre

    The Department of Immigration and Multicultural and Indigenous Affairs (DIMIA) is looking to open a call centre based in London as a first contact for people in the UK and Europe enquiring about Australia and its visa requirements.

  • Optus call centre VoIP 'testbed'

    Optus' new AU$8 million, 250-seat call centre in Flinders Street, Melbourne, marks the company's first use of VoIP technology in such settings.

  • AEC calls on Centrelink for election call centre

    The Australian Electoral Commission did not consider private sector call centre outsourcers suitable to operate the call centre for the coming federal election and has instead struck a deal with Centrelink which will use its spare call centre capacity to handle calls for the poll.

More News >

Features and Case Studies (5)

  • Connecting call centres and business goals

    Advances in online communication tools and contact management software are fostering new attention on call centre operations as a key tool for enterprises as they strive to build deeper relationships with their customers.

  • Implementing call centre systems

    Users' call centre experience is largely dependent on the CRM and ACD training you provide your staff. Find out what you should consider as priorities for help desk managers.

  • What's new in the contact centre?

    What new (and not-so-new) technologies are finding their way into contact centres, and how are they making things better?

  • Is that user for real?

    There are days when you're not sure whether to burst out laughing, or start tearing your hair out. How do CIOs and IT managers deal with users who just don't seem to get it?

  • How to hire and retain the right help desk people

    When hiring a help desk analyst, what qualities do you look for? Read tips from two call centre managers who know what they want, then add your advice to the mix.

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