Customer service stories
Human service, AI and analytics top contact centre trends
As global financial conditions continue to worsen, the number of vulnerable customers is increasing, according to IPI.
New Zealand’s eCommerce sector lags in customer experience
A New Zealand eCommerce expert worries that the art of retail may be lost to the cookie cutter approach currently dominating local online shopping sites.
Exclusive: IPI edges out competition with compliance solutions
IPI is a people- and purpose-led business, and with 21 years in the industry, it's not hard to see why their solutions and expertise are highly sought after.
NICE receives top Gartner scores for Digital Customer Service Centre
“We are excited to score highest in the inaugural Digital Customer Service Centre Use Case in the 2022 Gartner Critical Capabilities for CCaaS report."
Freshworks integrates with Google's Business Messages
"The integration with Freshworks makes it fast and easy for businesses to have conversations with their customers within the Google apps."
Customer service agents don't want to return to contact centres
A new report has revealed that 85% of customer service agents want to work full-time at home and not return to contact centre offices.
New late-stage order cancellation to improve customer service
Manhattan Associates launches new service allowing orders to be cancelled up to the point of manifested/loaded status, preventing unwanted shipments and costly returns.
Chatbots gaining momentum in customer service space
Chatbots are gaining momentum in the customer service space, but a human touch still unbeatable, according to a new study.
Finance is on a new footing to improve internal customer service
Finance functions and leaders have marked 2022 down as a year for process improvement, writes Servicely’s founder and CEO Dion Williams.
Workplace tech critical for 74% of frontline employees - report
Humanforce's report reveals 74% of frontline employees in Australia believe tech plays a critical role in customer service but only 28% feel their current tech is advanced.
The importance of service level management to customer experience
Staffing shortages have impacted site reliability engineers in particular since they are under extreme pressure to ensure that digital assets perform at optimum levels 24/7.
Zendesk launches customer service and employee experience offering
"Zendesk is helping businesses embrace this new generation of conversational customer relationship management and turn customer service into growth.”
8x8 and Genesys partner with product integration for CX
Unified cloud communications platform Campell and Genesys have announced a product integration of 8x8 Work with Genesys Cloud CX.
Esker named Challenger in 2022 Gartner Magic Quadrant
Esker has been named a Challenger in the 2022 Gartner Magic Quadrant for Integrated Invoice-to-Cash Applications.
8x8 and Genesys collaborate on customer service solution
With the new integration, organisations can align agents and the appropriate subject matter experts to collaborate for better customer outcomes.
Aussies vote on the toughest jobs in online shopping
Shoppers have revealed how much, or how little, they know about what goes into the online shopping process in a new survey by CouriersPlease.
TechDay introduces new IT Reports section across all sites
TechDay is once again striving to provide the best experience for our clients, and we are pleased to announce a new section dedicated to asset promotion.
8x8 release blends contact centre and unified comms solutions
"8x8 Agent Workspace makes it easier than ever for contact centre agents to achieve maximum efficiency and effectiveness."
Zebra Technologies launches Reflexis solutions in ANZ
According to the company, this launch is a key milestone in Zebra’s vision to have every asset and worker on the edge visible, connected and fully optimised.
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Failing to provide competitive, high-quality customer service at every touchpoint can lead to low levels of customer satisfaction, which can have detrimental impacts on a business.
Midsized B2B manufacturers becoming customer-focused
SAP explains how midsized B2B manufacturers are becoming more customer focused.
70% of Australian companies report increased turnover
A new study has found that 70% of Australian sales and marketing leaders report increased customer turnover, up from 52% in a survey conducted last year.
VIS Global and Uniphore form strategic partnership
VIS Global announced today that it has entered into a multi-country strategic partnership with Conversational Automation company Uniphore.
Orders with multiple shipments causing customer dissatisfaction
76% of Australian shoppers indicate that they have experienced unusual delays in receiving goods they ordered online in the last three months.