Smart Call
Australia’s podcast for call and contact centre news…
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Smart Call #31 — Inside the new National Health Call Centre NetworkSeptember 4th, 2008This week’s Smart Call is brought to you by Citrix Online. Our feature interview is with Marise Hannaford, IT Director at McKesson Asia-Pacific, who explains how the company is rolling out the National Health Call Centre Network. Marise outlines how she is outsourcing some functions and explores the challenges that come with a contact centre that has to employ registered nurses to staff the phones and is required to keep a record of all its calls for 25 years! Also this week, Dr Catriona Wallace gives us a preview of callcentres.net’s annual Contact Centre Industry Benchmarking Report. And if you have a moment, please complete our listener survey. We’d love it if you could spend five minutes letting us know what you think about Smart Call, to help us improve the show. Click here to find the survey. In this week’s sponsor interview, Barry Dacus from Citrix Online drops in to explain remote support and what it offers a contact centre. On this week’s show:
Smart Call is supporting the Australian Teleservices Association’s National Conference, For more information on the event, visit the ATA’s website. Big thanks to our founding sponsor NSC and Supporter CallDesign. Smart Call #30 — Meet the indigenous call centre, PLUS the ATA responds to mooted DNC changesAugust 28th, 2008This week Smart Call meets Bob Jones, call centre manager for Centrelink’s Indigenous Call Centres, which serve clients in remote indigenous communities. It’s a different clientele and Bob has interesting tales to tell about how to serve them. Also this week, we have a listener survey. We’d love it if you could spend five minutes letting us know what you think about Smart Call, to help us improve the show. Click here to find the survey. Also this week, we have Michael Meredith from the Australian Teleservices Association with reaction to the proposed Do Not Call changes. In news, we look at contact centre consolidations. On this week’s show:
Smart Call is supporting the Australian Teleservices Association’s National Conference, For more information on the event, visit the ATA’s website. Big thanks to our founding sponsor NSC and Supporter CallDesign. SmartCall #29 — G-Force wrap, PLUS possible expansion for Australia’s DNC registerAugust 22nd, 2008This week’s SmartCall is brought to you by a new sponsor, CallDesign, whose Managing Director Miles Stanton drops in to talk about how to get value from your service provider. We also bring you a summary of Genesys’ G-Force conference, with four big interviews. In news, we have a scary story: Australia’s federal government is thinking about giving businesses the option to include themselves on the Do Not Call Register. Dr. Catriona Wallace from callcentres.net analyses the potential impact on telemarketing. We also have a response of sorts from Stephen Conroy, Australia’s minister for Broadband, Communications and the Digital Economy. And as we promise in the show, here’s a link to the site where you can learn more about the proposal. And in case that’s not enough for you, we also have news of the first Internet dating service for contact centre workers. On this week’s show:
SmartCall is supporting the Australian Teleservices Association’s National Conference, For more information on the event, visit the ATA’s website. Big thanks to our founding sponsor NSC and Supporter CallDesign. Smart Call #28 — Indian agents go home, PLUS the customer service secrets of the iPhone launchAugust 15th, 2008This week’s Smart Call brings you Optus’ Anthony Shiner, general manager of retail and direct sales. Anthony was in charge of the launch of a device you might just have heard about … Apple’s iPhone 3G. In this exclusive interview, Anthony tells us how Optus fired up its customer service team and its contact centers to ensure they could deliver the right experience on the day the iPhone launched. Before we get to Anthony, massive news from India, which has allowed home-based contact centre workers for the first time. Dr. Catriona Wallace from Callcentres.net analyses this innovation for us. On this week’s show:
Smart Call is supporting the Australian Teleservices Association’s National Conference, For more information on the event, visit the ATA’s website. Smart Call #27 — Instant gratification 2.0August 7th, 2008This week’s Smart Call brings you Nortel’s Darren Leffler, who explains why it is important to recognise generation Y’s preference for instant gratification and respond with customer service in the right channel. There are a few buzzwords to get through in this one, but for the first time we hear a reason for using unified communications! Also this week, Craig Neil of NSC drops in for a sponsor interview to talk about video as a tool for customer service and business communications. And of course we have Dr Catriona Wallace talking us through the week’s news, including the rise of the Caribbean as a source of BPO services. On this week’s show:
Smart Call is the media partner for Genesys’ G-Force event. For more information on the event, visit the G-Force site. 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:
SmartCall is the media partner for Genesys’ G-Force event. For more information on the event, visit the G-Force site. SmartCall #25 — Kevin Panozza, founder of SalesforceJuly 24th, 2008This week we talk to an industry legend: Kevin Panozza, the founder of Salesforce. Kevin is about to write a book called ‘The Eight Enemies of Customer Engagement’ and he shares some of those enemies with us this week. He also previews his new venture, animated e-learning tools that tap into Gen-Y’s cartoon and PlayStation preferred learning style to create more effective contact centre agents. Callcentres.net’s Dr. Catriona Wallace is back with us too, analysing a contact centre that has decided to charge one dollar every time customers speak to an agent! On this week’s show:
SmartCall is the media partner for Genesys’ G-Force event. For more information on the event, visit the G-Force site. Smart Call #24 — Both sides of the home agent equationJuly 17th, 2008Home-based contact centre agents are seen as being able to reduce operating costs, while making it easier to attract and retain staff. This week, we put the home agent equation to the test, interviewing a contact centre operator that only uses home based agents, plus one of the agents that has chosen to work in this new way. Also this week, you get to hear host Simon Sharwood read the news, as callcentres.net’s Dr. Catriona Wallace took a wee holiday! On this week’s show:
SmartCall is the media partner for Genesys’ G-Force event. For more information on the event, visit the G-Force site. Smart Call #23 — Does your contact centre need a Facebook pro?July 9th, 2008This week’s episode of SmartCall features Darren Sharp, a Senior Researcher with the Smart Services Co-operative and Swinburne University. Darren explains how consumers are using social networks like Facebook to research the goods and services they want to buy. They are also using social networks to learn about the customer service their chosen providers offer. That puts the spotlight on customer service like never before, which leads Darren to suggest that contact centres might need to hire someone to become a part of social networks. And of course we also chat to Dr. Catriona Wallace from callcentres.net, who comments on whether or not contact centre recruiters have a hard job. On this week’s show:
In other news, SmartCall has become the media partner for Genesys’ G-Force event. For more information on the event, visit the G-Force site. Smart Call # 22 — How the ATO could break the public phone networkJuly 2nd, 2008This week’s episode of SmartCall features an Jane King, Deputy Commissioner for Client Contact at the Australian Taxation Office (ATO). Jane explains that during tax season the ATO receives so many calls that if it queued them all, the backlog could cause problems for the public phone network. Jane also opens up to explain the ATO’s customer service strategy, future directions, favoured technologies and human resources strategies in a very frank exclusive interview. In other news, SmartCall has become the media partner for Genesys’ G-Force event. For more information on the event, visit the G-Force site. Also on this week’s podcast, we chat to Dr. Catriona Wallace from Callcentres.net, who comments on the new career direction for one of Australia’s most prominent contact centre entrepeneurs. |
