Smart Call #26 — Why don’t astronauts answer email?
July 31st, 2008This week SmartCall considers email as a customer service channel, especially for new customers and prospects.
Chris Moriarty of Strike Force Sales joins us to discuss the research he conducted into just how fast Australian businesses respond to emails sent from their websites. The results are pretty terrifying, because the average time taken to answer an email is about as long as you need to fly to the moon!
In this week’s sponsor interview, Craig Neil of NSC drops in to talk about thin clients in the contact centre.
And of course we have Dr Catriona Wallace talking us through the week’s news, including analysis of a major online service abandoning email-only service and opening a contact centre.
On this week’s show:
- Chris Moriarty explains his research into email response times, which you can access here.
- Dr Catriona Wallace from callcentres.net analyses the news of Qantas’ decision to axe 99 call centre workers.
- Craig Neil from NSC explains thin clients for the contact centre in this week’s sponsor interview.
SmartCall is the media partner for Genesys’ G-Force event. For more information on the event, visit the G-Force site.
