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Sportsbet turns to data insights to meet live betting demands
Spends three years honing workforce planning for its contact centres.
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Telstra confronts "really abysmal" reality of customer gripes
Looks inwards at its own faults.
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UBank brings AI to customer agents with RoboBrain
Creates new enterprise search tool.
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Telstra to boost mobile investment to $5bn
Will increase 4G coverage to 2.5 million km2.
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SA Premier directs agencies to offer services online
"A modern public service should be paper-free".
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Qld govt performance improving 'in spite of IT'
Public sector reform chief calls efforts “spectacularly unsuccessful”.
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NSW Govt gets ready to throw out the floppy disks
[Opinion] Dominic Perrottet says its time for government to catch up.
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Telco code won't end bill shock: Ombudsman
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ACMA pledges tougher stance on telco customer service
'More court cases' to address toothless critique.
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TIO cracks down on small business complaints
Fewer businesses will qualify for free telco dispute resolution.
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Mobile services fuel TIO complaint rise
New complaints soar but inquiries mellow.
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Telstra nabs iiNet's customer guru
DSL challenger on hunt for replacement.
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Opinion: Telcos talk nonsense on customer service
Customer service won't improve until telcos acknowledge the problem.
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Telcos need chief customer officers: iiNet
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Internode impresses with crafty Oracle support fix
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Telstra's long road to customer satisfaction
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Telstra looks to remote workers for 24/7 call centres
Mix of offshore and onshore staff.
Aug 18 2010 2:50PM
Web shakes up contact centre industry
The Internet has turned traditional concepts of brand loyalty, sales, and customer expectations on their heads, Genesys execs have warned.
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