2011

There are many topics that businesses love to talk about in the boardroom. Whether it is the exciting new product launch coming up, or the marketing campaign that will fill the industry with excitement, or shooting the breeze about sales wins and achievements, we all love to focus on the positive stuff. Straight-forward business plans […]

Rust Report: Australasian ICT News and Views – V2.0, Issue #37 Please give us a brief overview of the company? “ipSCAPE is a leader in next-generation customer service. The ipSCAPE solution is helping global businesses drive customer service excellence through real-time, multi-channel customer communication. Many traditional multichannel solutions work as silos – an approach that […]

Many companies try to enter the world of multi-channel by dabbling in SMS communication – usually for sending one-way customer notifications. However, without the right technology in place, they may be doing more harm than good. The reason for this is simple, and goes back to age-old rule of communication. If I choose to speak […]

by Mark Atterby (The Sauce) Taking the work to the people – not pushing the people to the work Advancements in contact centre technology have changed the face of the industry and how labour is sourced to perform required roles and job functions. What was once a bricks and mortar facility where people were brought […]

In the July issue of Voice+Data Magazine, we looked at the use of social media as a customer service channel We learned that more organisations are embracing it; that it’s of value for many types of organisations, but those in consumer-oriented markets will get more immediate returns; and organisations should take care to identify which […]

Ulrika Hedquist (Computerworld New Zealand) Post-recession, many organisations have invested in CRM systems to help attract and retain customers but, as Ulrika Hedquist discovers, on-premise solutions are still a valid option despite the hype around the cloud. Read the entire article here Localist goes for the cloud NZ Post-owned local directory and networking site Localist […]

In a world where great customer service is a key objective for most companies, it’s a shame that sometimes the people answering the calls are let down by the technology they are using. It’s a sad reality that I recently experienced first-hand in a telephone conversation with a service provider. I was originally asked to […]

I was invited to attend an AMPlify presentation by Jeremiah Owang about “Serving Customers through Social Media”. It was well worthwhile and reassured me that ipSCAPE is not missing a trick when it comes to our social media strategy – although some ipSCAPE people could become a little more social media savvy.  Jeremiah spoke about a 4 […]