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Smart Call #74 – 2009 in review

December 22nd, 2009

In this Smart Call, Dr. Catriona Wallace from helps us to look back at 2009.
We look at Senator Steven Fielding and the extended Do Not Call Register proposal.
Also on the show:

What CEOs think of call centres today
Investment and technology trends for 2009 and 2010
How social media is impacting customer service
The demise of Nortel and [...]

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Smart Call #72 – Electrifying customer service

November 23rd, 2009

Sorry for the corny title for this show, but what else can one call a program in which our two interviewees come from Energex and Energy Australia?
From Energex, we have Dayle Grant, the company’s Contact Centre Group Manager. Dayle joins us to explain how the company gets ready for summer, when tropical storms, extreme heat [...]

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Smart Call # 70 – Travel and analytics advance agents

October 25th, 2009

On this show, we have a look at two unusually advanced ways to improve agent performance.
The first comes in our main presentation, which comes from Paul Cahill, General Manager Customer Service at Internet Service Provider iiNet, which operates contact centres in Australia, New Zealand and South Africa.
Paul explains how iiNet works to build a consistent [...]

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Smart Call #69 – Who’s the boss?

October 1st, 2009

In this episode of Smart Call, we ask: Who’s the Boss?
And we do so in two ways.
First up, we have Dr. Catriona Wallace of sharing the results of her firm’s annual Australasian Benchmarking Report with us. Catriona finds that call centre bosses have some happier challenges at the moment, because fewer workers are leaving [...]

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Smart Call #68 – The geek show!

August 31st, 2009

This episode of Smart Call gets geeky as we talk to two IT strategists.
But don’t worry that we are going to go all dry and technical on you! Instead, we have a fascinating presentation from Genesys’ G-Force about the future of customer service, from Bill Peer, a Vice President for Enterprise Architecture at the InterContinental [...]

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Smart Call # 67 – The tail wagging the dog

August 19th, 2009

This week’s show tackles a couple of long-held assumptions:

Contact centres are rightly an unloved and expensive enclave in most businesses
Offhsoring takes jobs from Australia

Many listeners’/readers’ will be just about to leap out of their chairs upon reading this pair of statements, because they just are not true and this week’s Smart Call proves it with [...]

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Smart Call # 66 – Crowdsourced IVR hacking

August 3rd, 2009

One of the big buzzwords in IT right now is “crowdsourcing,” the practise of harnessing “the wisdom of the crowd,” as represented by the millions of people online, to find the talent needed to solve problems.
Crowdsourcing is generally held to be a positive thing because it lets you tap into willing and clever people who [...]

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Smart Call # 65 – When the CIO helps the contact centre

July 17th, 2009

This 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 [...]

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Smart Call #64 – The worst contact centres

July 3rd, 2009

This 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 [...]

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Smart Call #63 – Voice biometrics special

June 18th, 2009

Authenticating callers to a contact centre consumes a big percentage of every call.
Voice biometrics promises a faster and more secure way to confirm a caller’s identity and this week we have two interviews with new users of the technology.
Frank Lombardo from Aviva and National Australia Bank’s Sam Jackel both worked with Salmat VeCommerce to get [...]

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