Customer service Stories - Page 92

Global Stories

Customer service stories

Reaching inward to improve customer service

In an economic crunch, enhancing first-call resolution in contact centres is key to boosting customer service and cutting costs.

By Staff Writer • 6 min read • Wed, 1st Feb 2012

Customers

Online helpdesk spreads satisfaction in NZ - Updated

New Zealand tops Zendesk's global customer satisfaction poll at 95%, while the French lag at 57%. Now, a new charity-linked plan boosts philanthropy.

By Staff Writer • 2 min read • Wed, 1st Feb 2012

Unified Communications

Leading with innovation

In a blend of lateral thinking and innovation, Palmerston North and Horizons Councils' adaptive call centre earned the 2011 Initiative of the Year award.

By Staff Writer • 2 min read • Thu, 1st Dec 2011

Customer Relationship Management

Two thirds of SMBs not happy with IT customer service

Two-thirds of SMBs in ANZ report dissatisfaction with IT customer service, feeling sidelined by providers favouring larger enterprises.

By Staff Writer • 1 min read • Fri, 23rd Sep 2011

eCommerce

eCommerce: integrate or perish

In 2011, businesses must integrate eCommerce with back-office systems for real-time, consistent customer information or risk falling behind.

By Staff Writer • 4 min read • Mon, 5th Sep 2011

Customer Relationship Management

The customer service balancing act

In NZ, 1 in 5 face poor telco service, highlighting the challenge businesses face in offering effective customer support while managing costs.

By Staff Writer • 3 min read • Mon, 15th Aug 2011

Customer Relationship Management

Multi-channel approach

NZ businesses lag in social media for customer service, with <16% offering it, despite high user interest. Dr Catriona Wallace urges careful adoption.

By Staff Writer • 2 min read • Fri, 1st Jul 2011

Microsoft

Sir Richard Branson to speak at MS partner meet

Sir Richard Branson, Virgin Group founder, to address attendees at Microsoft's Worldwide Partner Conference in July in Los Angeles.

By Staff Writer • 2 min read • Fri, 10th Jun 2011

Security Operations Centres

Hitachi Data Systems unveils 'IT Operations Director'

Integrated IT service to be pitched at resellers looking to increase account penetration and reduce customer ICT costs by up to 43%.

By Staff Writer • 1 min read • Mon, 11th Apr 2011

Customer Relationship Management

Juniper eyes customer service-led approach

Juniper Networks welcomes Mark Iles as VP for Australia and NZ, aiming for a customer service-driven approach to bolster its market lead.

By Staff Writer • 1 min read • Tue, 22nd Feb 2011

Customer Relationship Management

Vodafone set on leading NZ customer service

Vodafone, outperformed by NZ banks in customer service, pledges significant improvements to claim the top spot, including onshore support and enhanced tools.

By Staff Writer • 1 min read • Tue, 25th Jan 2011

Customer Relationship Management

Telcos fail at customer service

NZ banks outrank telcos in customer service, with one in five Kiwis dissatisfied with their phone company, a new survey reveals.

By Staff Writer • 2 min read • Mon, 24th Jan 2011

Risk & Compliance

I want an iPhone

Apple's iPhone could revolutionise the workplace, but when should businesses provide employees with the latest consumer devices and applications?.

By Staff Writer • 4 min read • Wed, 1st Dec 2010

Customer Relationship Management

Who's managing your 0800 phone bill?

Is your 0800 call wait costing more than you think? Absences in NZ call centres could inflate your phone bill dramatically.

By Staff Writer • 4 min read • Sun, 1st Aug 2010

Customer Experience

Report: Value of social media missed by SMEs

Small business owners are still missing opportunities to get customers through using social media, according to a new study in the US.

By Staff Writer • 4 min read • Thu, 3rd Jun 2010

Stories from Other Regions

Customer service stories

Unified Communications

Mobiles, social media key for customer communications

Kiwi businesses urged to leverage mobile and social media as 70% of New Zealanders now use social platforms and 36% access the internet via mobile devices.

By Staff Writer • 2 min read • Thu, 28th Jul 2011

Cloud Services

Net24 sells Cables Direct operation

TechDay spoke with Jon Tyce of Accounting Direct about the company's recent acquisition of the business from Net24.

By Staff Writer • 2 min read • Mon, 13th Jun 2011

Unified Communications

Telcoinabox plunges $2 million into expansion

Telcoinabox invests USD $2 million to centralise its support operations in Sydney, aiming for a 25% increase in service providers and greater efficiency.

By Staff Writer • 2 min read • Mon, 19th Jul 2010