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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 […]

ipSCAPE has been named in the Deloitte Technology Fast 500 Asia Pacific Ranking for 2010 with growth of 141 percent over three years. ipSCAPE, recent winner of the 2010 Patron’s Rising Star Award from the NSW Government, uses modern cloud-based technologies, predominantly in call or contact centres, to alleviate issues around cost containment, speed to […]

Teleconnexions, a 100 seat direct response TV call centre, was operational in new premises yesterday just two hours after power was inadvertently cut-off at the previous office. As an outsourced contact centre receiving inbound calls from television campaigns, the power disruption could have been disastrous for both Teleconnexions and their clients. “It was chaos but […]