Archive for February, 2008
Smart Call #6 — Speech recognition special
February 28th, 2008This week’s Smart Call is a special show. We’ll take an in-depth look at speech recognition in the contact centre, thanks to four industry experts plus one very happy user: Pay TV firm Austar.
You’ll learn when to use speech recognition, how it works, how to design a speech application and even how to create a [...]
Smart Call #5 — 20 years in the game
February 20th, 2008This week’s Smart Call features the closest we’ll ever get to contact centre royalty as we speak to Jeannine Walsh, recently honoured with the Order of Australia medal for her services to the contact centre industry over more than two decades.
Jeannine offers us a fascinating insight into the evolution of the industry, which started for [...]
Smart Call #4 — Demanding on demand
February 14th, 2008This week’s Smart Call is brought to you by Interactive Intelligence and hosted by Vigabyte virtual hosting.
On this week’s podcast:
Dr Catriona Wallace joins host Simon Sharwood to discuss the week’s news, including Bangladesh’s bid to become a contact centre giant, the ramifications of a cable cut in the middle east and what’s going to happen [...]
Smart Call #3 — Dirty phones, self-service and more
February 6th, 2008We’re back! SmartCall this week kicks off its first full year of broadcasting. ITRadio and callcentres.net have teamed to bring you news and views from the world of customer service bundled into a neat podcast.
On this week’s show:
Dr Catriona Wallace and our own Simon Sharwood debunk research about germs on phones, stratify the outsourcing industry [...]