Smart Call #8 — Beyond scripting
March 20th, 2008Smart call, your weekly call and contact centre podcast, is available for download. This week’s show has news of a massive new customer service effort from an iconic Australian company, plus an interview with a contact centre pioneering a script-free outbound call technique.
On this week’s podcast:
- Callcentres.net’s Dr Catriona Wallace on the Asian Contact Centre Industry Benchmarking Reports findings for India and China, assessing the world’s top five contact centre outsourcers and whether or not automated telephone job interviews are a good idea.
- Strikeforce Sales Ciaran Mcguigan explains his concept of “the conversation business” and how his company is building a team of outbound contact centre agents capable of doing more than reading a script and hoping they caught you at a good moment.
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