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In the July edition of Contributor's Corner, industry expert Darlene Richard discusses the finer points of the 'people vs automation' debate and asks are we listening to the voices of consumers to better leverage technology investments?
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Vivaz has launched the Australian Contact Centre Survey (ACCS) Annual Report 2008, the most definitive and respected contact centre benchmarking resource, and is offering our website visitors the opportunity to purchase this ‘must-have’ read.
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Customers are spending less time waiting on phone queues, and more time conversing with contact centre agents, according to the ACCS Annual Report 2008, the most definitive research on contact centres in Australia.
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In the June edition of the TrendTalk e-journal, we explore how centres can best manage the under-resourcing challenge through operational efficiencies and better recruitment strategies. We also feature highlights of the recently-launched ACCS Annual Report 2008, and continue our series in 'creating a happy and healthy workforce'.
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