customer service - News, Features, and Slideshows

News

• IBM IOD 2011: IBM launches out-of-the-box network analytics for telcos

  IBM run company, Netezza has launched an out-of-the-box networking analytics appliance for telcos struggling to deal with ‘big data’.

• Telstra customer service slowly on the mend: Thodey

  Telstra reiterated its customer service levels have improved slowly but surely, despite falling short of customer service expectations in August this year.

• Poor telco customer service continues: TIO

  Despite continued talk of improved customer service, many telecommunications providers have yet to provide swift resolution to customer issues a new report from the Telecommunications Industry Ombudsman (TIO) has found.
  

• Telstra falls short of customer service goals

  Despite a significant focus on customer service initiatives over the past year, Telstra (ASX: TLS) has still fallen short of expectations to reduce complaints and improve customer satisfaction.

• Virgin Mobile: The telco without a CIO unifies IT, customer service

  While most Australian telcos have CIOs presiding over dedicated IT departments, mobile network operator, Virgin Mobile, has unified its project management, IT and customer service business units under the guise of its chief operating officer, Matt Anderson.

• One third of Aussie businesses lack customer service strategy: Study

  A new study has found that a third of Australian businesses do not have a customer service strategy in place.

• Thodey calls for telco unity on customer service

  Telstra chief executive, David Thodey, has issued a call to arms for the telecommunications industry to unite under a single voice, in an attempt to more effectively influence economic and policy influences on the industry.
  

• TIO records increase in complaints despite industry focus on customer service

  Despite the concerted efforts of government and industry bodies to lift customer services standards in the telecommunications sector, the Telecommunications Industry Ombudsman (TIO) has registered a sizeable increase in received complaints in the six months to December 2010.

• Microsoft Store server failure causes customer headaches

  Microsoft Australia has confirmed that an internal technical issue delayed the processing of software orders purchased online in December 2010 through its store.

• Vodafone network suffering in QLD, NSW, NT - Updated

  The floods in Queensland have taken their toll on Vodafone’s network, with the telco reporting ongoing issues today.

• 9000 sign up to VHA class action

  As many as 9000 customers of Vodafone Hutchinson Australia (VHA) have signed up to be a part of a class action against the telco, according to the legal firm handling the action, Piper Alderman.

• Vodafone pledges to upgrade network reliability and capacity

  Vodafone has pledged to improve its network, announcing it will upgrade or build more than 2,500 base stations during 2011 in a bid to lift reliability and capacity.

• Australian telcos fail to appease customers: ACCAN

  One in two telco customers have experienced problems with their phone in the past year, with customer service, complaint handling and technical glitches topping the list, according to research.
  

• Optus: Better IT systems and a separated Telstra would fix customer service

  Upgrading IT systems and ensuring a 'level playing field' would lift customer service levels in the Australian telecommunictaions sector, according to Optus.

• How assurant solutions saved customers from call centre hell

  There's no shortage of technology at work when you call a customer service line, including customer relationship management systems and voice-recognition programs. From the second you dial that toll-free number until the moment the agent answers, a slew of tools is whirring in the background to make the interaction as helpful as possible.