customer service - News, Features, and Slideshows

News

• Customer experience not a top focus for CIOs

  Improving the customer experience is not a top focus for CIOs despite much talk about it being core to a technology strategy, our 2013 State of the CIO survey has found.

• More Optus jobs up in the air after closure, outsourcing

  Another 157 jobs at Optus hang in the balance after the telco closed a service centre and outsourced some IT functions to third-party vendors.

• Customer advocacy critical to business success: Telstra

  Businesses must meet and surpass rising expectations for IT to turn customers into advocates, according to Janine Modaro, Telstra director of integrated service management, network applications and services.

• Text Analytics Can Help Businesses Soothe Upset Callers

  An Ernst & Young report says that text analytics and voice-recognition software can help customer-service reps solve problems instead of trying to cross-sell an unhappy caller.

• Corporate website performance stuck in the 1990s: survey

  Many companies are failing to quickly respond to website performance issues, leaving customers feeling like their online experience hasn’t improved since the first generation of websites in the mid-1990s, according to a survey by Vanson Bourne.
  

• Tax office CIO outlines plan for delivering 'digital by default'

  A revamped online presence for the Australian Tax Office will help the government agency deliver “digital by default”, according to ATO CIO Bill Gibson.

• Bally's CIO Pumps Up Customer Experience With iPads, QR Codes and Video

  The health club chain deploys customer-friendly technologies to change an intimidating culture and save a failing business model.

• Online chat gives Optus sales a lift

  Optus has reported a "huge uplift" in sales conversions since introducing a predictive live chat feature to its website, said Optus head of online, Chris Smith.

• NAB launches system for social media customer support

  National Australia Bank has launched a “social media command centre” to help further support its customer service, the bank announced today.

• Companies 'still grappling' with basics of customer service: IPscape

  Increasing connectivity and consumer expectations should force businesses to change how they interact with customers, according to participants at an event hosted by IPscape last week in Sydney. But fear and other factors have made progress slow.

• VoIP enhances Hobsons Bay customer service

  A transition from analog to IP telephony in mid-2011 enhanced the Hobsons Bay City Council’s ability to communicate with constituents. Customer service manager, Suzanne Paterson, said the council plans to add Web chat to open a further channel for customer interaction.

• ACMA issues Vodafone with TCP Code directions

  The Australian Communications and Media Authority (ACMA) provided directions for Vodafone and Vodafone Network to comply with the Telecommunications Consumer Protections Code (TCP Code).

• Building the new service management: Part three

  Sometimes, providing the ideal customer service means ditching what you’re doing and simply starting over.

• Corporate Express Australia integrates customer service and planning capacity systems

  Corporate Express Australia has moved from a siloed troubleshooting management style to an integrated customer service and capacity planning solution thanks to the rollout of Splunk.

• Laithwaites Wine People looks to Cloud in customer service project

  Laithwaites Wine People has looked to the Cloud to improve its call centre operations, rolling out a public Cloud offering across its new 35 seat customer service centre in Sydney.