Why CIOs should spend a day on the helpdesk
Ever had an experience that was less then you expected and then the customer contact team left you seething? Perhaps it is time for the CIO to return and spend a day on the helpdesk.
Ever had an experience that was less then you expected and then the customer contact team left you seething? Perhaps it is time for the CIO to return and spend a day on the helpdesk.
Cabin crew on Singapore Airlines are creating digital voyage reports and improving customer service during each flight thanks to a new tablet app.
The Telecommunications Industry Ombudsman (TIO) has had to set up a special team to handle rising complaints about the National Broadband Network.
Epic Pharmacy has invested $1.5 million in Flamingo, an Australian developer of vendor relationship management (VRM) software.
Telstra has turned to a tech startup for a context-based, self-service support system currently being tested with 10,000 broadband subscribers.
National Australia Bank (NAB) has reduced call centre inquiries following the implementation of Oracle Service Cloud in 2012.
Victoria University has sped up its ability to add and update digital content for the Web by replacing an email-based support system with cloud-based customer service software.
Commercial and Industrial Property (CIP) IT manager Julian Moorhouse was concerned about changes to the beta version of a security backup software product but never expected that his comments posted in an online forum would lead to a meeting with Symantec.
Grumbling has risen in volume among telecom customers, with one in five customers unhappy with their service and less than half satisfied with responses to complaints, according to the latest survey by the Communications Alliance.
The new TCP code has contributed to a large reduction in the number of complaints to the Telecommunications Industry Ombudsman (TIO) in the 2012-13 financial year, according to ombudsman Simon Cohen.
Telcos are improving but still face too many customer complaints, according to the Australian Communications Consumer Action Network (ACCAN).
Another 157 jobs at Optus hang in the balance after the telco closed a service centre and outsourced some IT functions to third-party vendors.
Businesses must meet and surpass rising expectations for IT to turn customers into advocates, according to Janine Modaro, Telstra director of integrated service management, network applications and services.
Australia’s top three telcos are responding in timely fashion to customer complaints, according to the Australian Communications and Media Authority (ACMA).
Nearly one in five telecom customers remain unhappy with their service, according to a survey released by the Communications Alliance.