Archive for July, 2008
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 [...]
SmartCall #25 — Kevin Panozza, founder of Salesforce
July 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 [...]
Smart Call #24 — Both sides of the home agent equation
July 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 [...]
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 [...]
Smart Call # 22 — How the ATO could break the public phone network
July 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 [...]