support

Qantas looks to tech platforms to reduce call centre wait times

Qantas looks to tech platforms to reduce call centre wait times

Says more than half of calls could be self-served.
Ry Crozier Apr 7 2022 1:21PM Software
Westpac scales up support platform for frontline bankers

Westpac scales up support platform for frontline bankers

Built with unused capabilities in existing tools, drives 'seven-figure' savings.
Ry Crozier Mar 24 2021 12:59PM Financial Services
Optus now supports its customers with 100 'dedicated' communities

Optus now supports its customers with 100 'dedicated' communities

Backed by bots that will eventually know you have an issue - before you do.
Ry Crozier Mar 1 2021 6:54AM Cloud
Optus uses Google Cloud CCAI to power customer service transformation

Optus uses Google Cloud CCAI to power customer service transformation

Enabling platform finally revealed.
Ry Crozier Jan 20 2021 7:00AM Cloud
SAP's head of customer support to leave

SAP's head of customer support to leave

Adaire Fox-Martin exits in management shake-up.
Nadine Schimroszik and Douglas Busvine Jan 18 2021 6:38AM Software
Optus to support its customers based on where they live

Optus to support its customers based on where they live

More details of support restructure emerge.
Ry Crozier Dec 14 2020 12:37PM Telco/ISP
Optus will take six months to restructure its customer service model

Optus will take six months to restructure its customer service model

Will divide customers among 'dedicated' support teams.
Ry Crozier Dec 3 2020 11:50AM Telco/ISP
NSW Police refreshes IBM megadeal for $40 million

NSW Police refreshes IBM megadeal for $40 million

Further consolidates IT support.
Justin Hendry Sep 23 2020 6:44AM Strategy
Telstra's Belong moves to fully digital support model

Telstra's Belong moves to fully digital support model

Had 11,000 ticket backlog at height of COVID-19 crisis.
Ry Crozier Jun 9 2020 6:48AM Software
Telstra tries to stop customers 'falling through the cracks'

Telstra tries to stop customers 'falling through the cracks'

Sets up agent support console with guided paths to resolve issues.
Ry Crozier May 14 2020 6:55AM Telco/ISP
Vocus returns Dodo, iPrimus contact centres to 85 percent capacity

Vocus returns Dodo, iPrimus contact centres to 85 percent capacity

Staff working from home across two countries.
Ry Crozier Apr 9 2020 4:36PM Telco/ISP
Telstra worries about neutrality of new rural telco support service

Telstra worries about neutrality of new rural telco support service

Says government backed hub should not offer phone support.
Ry Crozier Mar 23 2020 1:15PM Telco/ISP
TPG, Vodafone moving telephone support to remote ops

TPG, Vodafone moving telephone support to remote ops

As Telstra, Optus face issues with Philippines call centres.
Ry Crozier Mar 17 2020 11:07AM Cloud
NBN Co helps staff solve awkward questions at social events

NBN Co helps staff solve awkward questions at social events

Find answers, lodge support tickets on the spot.
Ry Crozier Nov 22 2019 1:10PM Cloud
NBN Co removes barriers to lodging a support ticket

NBN Co removes barriers to lodging a support ticket

New service health card to help RSPs diagnose and escalate faults.
Ry Crozier Nov 20 2019 1:39PM Telco/ISP
WA Main Roads picks ASG as new outsourcer in $75m deal

WA Main Roads picks ASG as new outsourcer in $75m deal

Signs for five years of support for apps and infrastructure.
Simon Sharwood Aug 1 2019 10:19AM Software
When it comes to disclosing sponsors, your Google Assistant may be mute

When it comes to disclosing sponsors, your Google Assistant may be mute

Voice proves difficult ground for ad-supported searching.
Paresh Dave Apr 2 2019 12:44PM Software
Labor supports site blocking law expansion

Labor supports site blocking law expansion

But not before rights holders cop a serve.
Ry Crozier Oct 24 2018 6:02PM Telco/ISP
Human Services inks $480m IBM hardware contract

Human Services inks $480m IBM hardware contract

Extends mainframe support until 2023.
Justin Hendry Aug 9 2018 12:00PM Strategy
BIRRR drawn into NBN customer support role

BIRRR drawn into NBN customer support role

Asks govt to fund 'hub' to address the need instead.
Ry Crozier Aug 6 2018 11:17AM Telco/ISP

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