Archive for July, 2009
Smart Call # 65 – When the CIO helps the contact centre
July 17th, 2009This week on Smart Call we meet a Chief Information Officer. His name is Colin Thomas, he comes from NSW teachers Credit Union and he shares what sounds like a very, very healthy relationship between his IT team and the Credit Union’s customer service operation.
Also on this week’s Smart Call, Dr Catriona Wallace rejoins us [...]
Smart Call #64 – The worst contact centres
July 3rd, 2009This episode of Smart Call features Richard Gaze of Customer Service Benchmarking Australia, a Melbourne organisation that uses mystery shopping and surveys to analyse customer service experiences.
The company has recently updated its research and says mobile phone companies, airlines and banks are the worst customer service exponents in Australia. We ask Richard why in this [...]