Self-service; not just cost cutting

Customers know how they want to interact and self-service plays a fundamental part in this. New channels of communication are no longer just for early technology adopters, and finding the right ones to leverage can be the key to differentiating yourself with your competitors. Click to read more.

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The Path to Successful Technology Implementation

Finding the right technology at the right time, and managing to implement it successfully is a key challenge for any organisation. This case study examines how one organization researched, planned and implemented a technology solution that not only solved an internal infrastructure problem, but added value to their brand and gave customers a better experience. Click to read more.

The Road to Customer Management Excellence

It is a struggle many organisations face – you’re experiencing rapid growth or moving into the next phase of your business’ life cycle, and attempting to do so in the most effective and successful way. Read how to plan for success, and the vital components of any successful project. 

Speak Natural Automated Survey

Do you know how your customers feel about your company? What do they experience when they call you? You can receive real-time feedback about your products, service levels and your customers’ perceptions of your company with our automated survey system. Click to read more. ­

Customer Notify Outbound Dialler

Keeping your customers informed about changes or updates to your services is an important way to maintain high customer satisfaction levels. Our Customer Notify application allows organisations to quickly and cost-effectively implement outbound campaigns. Click to read more.  

The word is out about voice print ID security
The Australian Financial Review, 22 April 2008

The benefits of a few spoken words acting as passwords for bank accounts and other services are being heard, writes Ben Woodhead. Click to read more.

Contact Centres: Evolution
CRN Australia, 1 April 2008

To meet customer demand and compete with other businesses, call centres have undergone a shift in function from the provision of basic product support to delivering more holistic customer care. Click to read more.

Quality over quantity the differentiator for call centres
Communications Day, 24 January 2008

Call centres are looking beyond conventional metrics in measuring performance, according to hosted solutions company Global Speech Networks. Click here to read more.

GSN Kronos Workforce Management Vocaliser

Do you have a large casual workforce requiring remote access to rosters, schedules, company info and time clocks? Vocaliser provides the power of your workforce management systems with the convenience and universal accessibility of the telephone. Click to read more.