Archive for November, 2008
Smart Call #42 — First Birthday Special: Is the government picking on customer service operations?
November 27th, 2008Happy Birthday to us, happy Birthday to us!
Smart Call has turned one! November 21st, 2007, was the date the first ever Smart Call hit the Net.
We’re not sure whether or not to celebrate, however, given that last week saw another attack on customer service as Australia’s federal government singled out telecommunications companies as the subject [...]
Smart Call #41 — Breaking out of IVR jail
November 20th, 2008This week’s feature interview is with Avaya’s James Haensley, who explains why unified communications is over-rated in the contact centre and outlines new ways to deliver customer service that don’t sentence customers to “IVR Jail.”
We also have a sponsor feature, with Verint explaining the “ripple effect” that sees back-office operations cause all sorts of issues [...]
Smart Call #40 — Bringing it all back home
November 13th, 2008This week’s feature interview is with Steve Fergusson from New Zealand Company Meridian Energy, which has recently announced it will bring its contact centre back in house after a protracted outsourcing engagement.
The aim of the move is to fundamentally transform customer service in an industry whose customers are disinterested in the product and acquire it [...]
Smart Call #39 — Advocating for the customer
November 6th, 2008This week, we meet Gemma Horsfield, Customer Advocacy Manager at Uecomm and learn about an innovative program that has seen the company research its customers’ perception of its value proposition. The learnings from the research have led to big changes in the way it interacts with customers!
We also have a sponsor feature, as we excerpt [...]