User Insights

Independent Insights

Wainhouse - Understanding & deploying a conferencing VNOC

Making the most of video By Ira M. Weinstein, Senior Analyst and Partner at Wainhouse Research Visual communications and videoconferencing are entering the mainstream as companies seek more cost-effective, efficient ways to conduct business. As a...

Learntel - It's virtual meeting time!

Telepresence revisited By Carol Daunt Skyring It seems to have become ‘official’ since I wrote the last article on telepresence 10 months ago: telepresence equals videoconferencing! In a recent white paper, Telepresence on a Videoconf...

Ovum - New Knowledge Frontiers

How the internet is pushing out and opening up the frontiers of organisational knowledge Dr Steve Hodgkinson, Public Sector Research Director, Ovum Frontiers are interesting places: historically, the buffer zone between civilisation and wilderne...

Frost & Sullivan - Redefining the rules of customer service in the Web 2.0 era

An evolving landscape in which customers are being exposed to a variety of communication channels is pushing contact centres to reinvent themselves By Audrey WILLIAMS, Frost & Sullivan Web 2.0 represents a new phase of collaborating, sharing ...

ATA - A Hotbed of Skills, Productivity and Profitability

Contact Centre Survey confirms transformation to professional sector complete By Michael Meredith, CEO , Australian Teleservices Association Among the most interesting results to come from the recently- published Australian Contact Centre Survey ...

ContactCenterWorld - Meet the elite

The contact centre industry’s top performers share best practices by Raj Wadhwani, President Contact CenterWorld.com What were the Asia Pacific’s most successful contact centre professionals doing in Sydney in July? The answer is sha...

Strategic Path - Home is Where the Heart Is

Strategic Path talks to Lachlan Burns, General Manager, Consumer Sales, Primus Telecom SP: What have been your greatest technological challenges in the contact centre? LB: The main technological challenges that we encountered were with the combin...

UniComm - Leveraging VAR and SI Talent

For unified communications success The best approach for your business By Marty Parker, Principal, UniComm Consulting, Co-founder UCStrategies.com Unified communications (UC) is now a proven business tool. Since the Strategic Path articles in ...

UniComm - Key issues and trends in Contact Centre: with Global Expert Don Van Doren

Latest IT Developments and their Adoption By Don Van Doren Principal at UniComm Consulting & President of Vanguard Communications The contact centre industry is settling, mostly gracefully, into middle age. Over the past decade, we’ve see...

ATA - Tipping the Balance: Stress and the Satisfaction Triumvirate with Michael Meredith, CEO of the ATA

Examining the Stress and Satisfaction Triumvirate By Michael Meredith, CEO, Australian Teleservices Association Watching the television a few weeks ago, I caught a segment on Sunrise about new technology developed in Japan designed to help contact ...

CCMA - Ben Oxford of the CCMA Rethinks Employee Relations

By Ben Oxford, Marketing and Communications, Customer Contact Management Association (CCMA) In the current global context, re-defining the word client is key to business success. The buzz phrases at the moment include “customer experience&rdqu...

ContactCenterWorld - Panel on creating the Intelligent Contact Centre moderated by Raj Wadhwani, President of ContactCenterWorld.com

President of ContactCenterWorld.com, Raj Wadhwani, puts his questions to our panel of experts… Lisa Presbury: Call Centre Manager, Greater Building Society Lesley Lindsay: Quality Manager, Superpartners Daniel Bergan: Operations Manager, Cu...

Strategic Path - VOIP Refresh at Corporate Express

VOIP Express Strategic Path interviews Mark Jones, Infrastructure Manager at Corporate Express about his company’s recent IP Telephony upgrade that was implemented quickly and is providing a lasting productivity boost. Having been a succe...

Strategic Path - Remote Contact Centre Agents

Remote Stephen Withers investigates the hard and soft issues affecting building a remote workforce. During the last few years, suppliers of contact centre systems have been promoting the benefits of virtual contact centres that can accommodate ...

ATA - ATA's Michael Meredith: Satisfying Knowledge

Satisfying Knowledge Knowledge Crush – it’s a term being used to describe coping with constantly changing data and the sheer volume of information received and assimilated by contact centre agents on a daily basis. If you’re ca...

CCMA - It's all about the service

It’s all about the service Global trends in Contact Centre Communications are displaying evidential support that agent assisted communications (Voice) are swinging once again to be the predominant players as a global contact centre industry...

CCMA - CCMA concerned about centralisation issues

CCMA concerned about centralisation issues Telstra has recently announced that 500 jobs will be lost in Wollongong, Canberra, Launceston and Newcastle as it consolidates its contact centre operations in Townsville, Perth, Melbourne and Sydney. But ...

Strategic Path - Milling Around the Truth

Milling Around the Truth 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 bet...

Strategic Path - Australia Leading the Way

Australia Leading the Way The Asia-Pacific contact centre is growing rapidly, with last year’s estimated 1.8 million contact centre agents (at more than 21,800 contact centres) likely to almost double to 3.5 million agents by 2012. Behind t...

Strategic Path - Live or die by your customer service

Live or die by your customer service In the 21st century quality customer service will increasingly depend on the intelligent deployment of IP-based systems as everything - voice, email, chat, video - becomes just another application on the networ...

CIO Institute - CIOs Harnessing the Hype

CIOs Harnessing the Hype CIOs can rise above the avalanche of misinformation in today's market by working out where their organisation stands on the path to IT maturity. Anyone who has encountered IT vendors' more hyped claims – such as, f...

CCMA - Telemarketing in the new world of global contact centres

Telemarketing in the new world of global contact centres By Shawn Kewley CCMA President Legislation affecting telemarketers The challenge of the ‘do not call’ register Turning this negative into a positive The ...

Strategic Path - Unleashing IP In the Call Centre

Unleashing IP in the call centre By Kirsten Marsh, Strategic Path writer Intelligent IP applications Real-time performance monitoring and analysis Remote call centres The hosted option Today’s enterprises are inc...

Vendor Insights

NSC Group - Integration Provides Increased Customer Satisfaction For Flexirent

As a market leader in 'small ticket' (under $20,000) rental finance of IT products for either personal or business use, Australian rental finance company, Flexirent Capital Pty Ltd has a 100 seat contact centre handling more than half a million calls p...

CISCO - Case Study #3: Single System, multiple benefits

Integrating its communications systems onto a single platform has enabled pay TV provider Austar to reduce its call centre costs while also improving service levels to customers. How did it achieve that feat and what lessons have been learned? Over ...

NSC Group - Case Study: iSelect Increases Conversion Rate

- 30% - 50% From Day One With so many health insurance funds currently in operation, the task of choosing a health insurance policy can be extremely confusing. Launched in 2000, iSelect is Australia's number-one health insurance comparison site desi...

NSC Group - Case Study: NSW Office of Fair Trading Boosts Customer Service with IP Telephony

NSC Enterprise Solutions successfully completed a $6.8 million contact centre upgrade incorporating Avaya IP telephony for the NSW Office of Fair Trading, an Australian statebased government department. The project consolidated three disparate contact ...

Aspect - An Evaluative Report of the Knowledge Worker's Role in the Contact Center, 2008

Unified Communications strategies are largely focused on improving employee productivity. The concept can be extended to encompass contact centers and customer-facing support functions across the enterprise to enhance communications between organizatio...

NEC - Rice County Municipal Govt move to a fully converged network

Rice County, MN Rice County, located in Central Minnesota, 30 miles south of Minneapolis and St. Paul, is the state’s 13th most populous county. Like many others in Minnesota, it has a great deal to offer residents—attractive outdoor rec...

3Com - A Single Voice/Data Network Increases Daniel Silva's Productivity and Profits

A Single Voice/Data Network Increases Daniel Silva’s Productivity and Profits Snapshot Moving its main office was the perfect opportunity for freight forwarders and customs broker Daniel Silva Ltd. to reduce communications costs and increas...

NEC - DACA move to a new office and implement UC

Debt and Credit Advisors Debt and Credit Advisors (DACA), based in Camarillo, CA, is dedicated to guiding consumers to a debt-free future by motivating them to implement practical, proven strategies. According to Debt and Credit Advisors Executive D...

Cisco - Contact Centres to Customer Interaction: Cisco's Scott Rowan

Market forces are quickly re-shaping the strategic path of customer care by Scott Rowan, Customer Interaction Solutions Team Leader at Cisco. For the first time, the quality of customer experiences is the number one issue in the minds of CEOs (NYSE...

Aspect - UC Calling: Michael Stelzer recommends U.C. for the Contact Centre

Why you need unified communications in your call centre. By Michael Stelzer, Aspect Software, Country Manager, Australia & New Zealand On March 10 2008, Aspect Software issued a press release announcing that it is re-positioning the company&rsq...

Verint Systems - Throw a dinner party for your customers: says Erik Laurence, VP at Verint

Leveraging Analytics with Customer Feedback to Personalise and Improve Service By Erik Laurence, Vice President, Solutions Marketing, Verint Witness Actionable Solutions Can you imagine throwing a dinner party for your customers, sitting across the...