It seems every other organisation is now appointing a Customer Experience Manager or changing the name of the Customer Service Manager. Customer Experience is the new black! Over the last couple of years I have had the opportunity through
The ATO implements Nuance voice biometrics becoming the first organisation to implement a multi-channel voice biometrics solution in Australia enabling customers to use voice biometrics across the online suite of products (instead of just over the phone).
Voice Biometrics popularity is on the rise delivering an improved customer experience and deliver efficiencies in contact centres. The technology is saving valuable seconds off every call and saving the customer the pain of having to identify themselves on every call. Its truly a win-win!
Origin Energy’s external affairs manager Ryan Auger has confirmed that they will not be renewing their contract with call centre operator Aegis which is due to expire on February 28, 2016. Aegis currently have approximately 120 staff working on the