customer service - News, Features, and Slideshows

News

• ACMA releases telco complaints hearing dates

  The Australian Communications and Media Authority (ACMA) has released details on the public hearings it will be holding into the state of complaints-handling in the Australian telecommunications sector.

• Telstra moves to lift customer service with new online billing

  Telstra has moved to lift its poor customer service record responded with the development of a new online self-serve billing option.

• Telcos refuse to budge on customer service: ACMA

  The Australian Communication and Media Authority’s (ACMA) public inquiry into telecommunication customer care has drawn poor responses from the industry, according to ACMA chairman Chris Chapman.
  

• Medibank CIO talks contact centre automation

  Medibank Health Solutions is set to deploy a contact centre automation solution and all-in-one IP software suite to improve the delivery of its healthcare services.

• Tenix cuts training costs rolls with GUI customer app

  Traffic solutions company Tenix has moved its call centre to a graphical user interface system reducing its training costs by 70 per cent.

• BankWest sees success with in-house social networking

  BankWest has revealed details of its internal social networking service, IdeaBank, with the platform resulting in more collaboration and innovation.

• Kodak selects cloud vendor to deliver customer service solutions

  Kodak has selected social media specialist, RightNow, to provide customer service and support across Kodak.com for all its business-to-business operations including web, social networks and contact centre.

• Customer service key to the future of banking: CIOs

  Mobility, security and outsourcing top the list of technology priorities in the finance sector, according to a panel of IT leaders from ANZ, CBA and Greater Building society.

• Austar tunes UC for better customer service

  With around 750,000 customers and 3 million calls a year, pay TV provider Austar has improved its customer service through unified communications by reducing average call handling times by 15 per cent.

• Users: New Oracle support portal a 'fiasco'

  A number of Oracle users are infuriated by reported access and performance issues with the vendor's new My Oracle Support portal, which superseded the long-standing Metalink site on Nov. 6.