Exchange Daily, No 71, 07 May 2009, Stuart Corner

Hosted call centre facilities provider, Global Speech Networks, is pushing the use of IVR technology to enable organisations to survey customers immediately after they have interacted with a call centre, and hopefully take action to mollify seriously dissatisfied customers.

Communications Day, 06 May 2009, Petroc Wilson

Social networking sites like Twitter and Facebook allow consumers to immediately share feedback on particular companies – posing tremendous risk for firms which fail to adapt to the new paradigm, but opportunities for those which do. Nick Rodda, MD of hosted contact centre provider Global Speech Networks, outlined some of the steps companies could take to avoid poor feedback escalating quickly into catastrophic brand damage via social media platforms.

Press Release, 28 April 2009

Leading Australian hosted contact centre provider chosen from more than 200 companies

The Australian, 04 November 2008, Fran Foo

case study | Couriers Please

PARCEL distribution company Couriers Please realised a few years ago that the opportunity to expand its business was there for the taking, but the first step would have to be a massive overhaul of its communications platform.

MIS Australia, September 2008, David Braue

Organisations of all sorts and sizes are finding they can meet growing customer demand without paying out a king's ransom, David Braue writes.