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 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.
