Call centres are a major employer and a major user of IT. If you’re tasked with running one, or with helping to provide the technology systems used by one, here are six simple “don’ts” to bear in mind. More »
If you’re forced to ring an inbound call centre, you want your call routed to the most useful person as quickly as possible. But do you want your voice analysed in real time to detect just how aggro you are? More »
Nobody is likely to list ringing a call centre in their favourite life activities, but it’s not a particularly joyous occupation for the 200,000-odd Australians who work in them either. Here’s 10 facts that might give you pause the next time you’re about to let fly during a call. More »
Talking to a bank call centre is even less fun than root canal work, so I think National Australia Bank might be onto something with its trial of a completely automated online chat support service. Simon Sharwood at the Smart Call podcast chatted with NAB’s head of direct channels Tim Cullen, and Cullen revealed that the bank has been trialling computer-based chat support. The IM agent has a growing knowledge base of common queries, but can hand over to a human support agent if it can’t work out what’s going on. More »
