Contact Centre
  • 6 Things before you sign on the dotted line

    June 30, 2015
    1 0 0 2 0 1 1 By Martin Conboy An outsourcing or BPO contract should be a flexible yet robust agreement – one able to withstand the test of time and changing circumstances. Over the years of facilitating and consulting on a range of outsourcing and BPO contracts, I have found that there are […]
  • Are you talking to me?

    April 21, 2015
    0 0 0 0 0 0 0 By Mark Atterby Despite being the channel customers love to hate IVR (Interactive Voice Response) is still growing and is predicted to be worth $2.78 billion by 2017, according to a 2012 report from Global Industry Analysts (GIA)[i]. The growth is being driven by outbound IVR to deliver […]
  • State of Malaysian Contact Centres

    February 16, 2015
    0 0 0 0 0 0 0 Malaysia has managed to build on its position as a strategic location for contact centre operations, attracting both foreign and domestic investment to promote the industry’s modest but sustained growth. Much of this success is due to the broadening of services offered by its contact centres to include more […]
  • Australian Contact Centre Conference and Industry Awards

    October 28, 2014
    0 0 0 0 0 0 0 Auscontact, the association for the Australian contact centre industry recently held its inaugural National conference. Announced at the gala dinner, held during the conference, were the 2014 Auscontact National Award Winners. Earlier this year Auscontact was formed by the merger of the ATA and CCMA. “Our inaugural 2014 […]
  • CPSU says Human Services call centre Outsourcing put on hold

    October 21, 2014
    0 0 0 0 0 0 0 The Community and Public Sector Union, according to Government News, has extracted a commitment from the Department of Human Services for a four week halt to what the union claims is a push to outsource government call centre work to Telstra. In a bulletin to members, the CPSU […]
  • Servion sets up shop in Melbourne

    0 0 0 0 0 0 0 By Mark Atterby Servion, who provide consulting and technology solutions for the contact service and customer service industries, has established local offices in Melbourne. The announcement was made at a launch event held at the Sofitel in Melbourne, 16th October 2014. Servion has expanded its operations to support […]
  • Kinetic BPO invests in $1M worth of contact centre technology from Vocalcom

    May 27, 2014
    0 0 0 0 0 0 0 In a deal that will stretch over three years, Kinetic will purchase and deploy a cloud based solution from Vocalcom for managing customer transactions and interactions. Kinetic aims to increase its capacity for managing multiple customer channels and interactions, particularly around new channels such as social media and […]