Customer service stories - Page 3
It’s time to "March Forward" to a different tune and redefine our critical skillsets
Last month
#
hcm
#
ai
#
customer service
As International Women's Day highlights the slow progress of gender diversity in tech, experts call for a re-evaluation of skillsets to foster innovation and inclusion.
From retail to PR and marketing communications: My journey to data management and analytics
Last month
#
data analytics
#
customer service
#
data management
After abandoning retail for PR and marketing, I discovered a passion for data management, leading me to pursue a degree in analytics, which I completed at 40.
New Zealanders spent 24 million hours on hold in 2024
Last month
#
uc
#
it training
#
cx
A report reveals New Zealanders spent 24 million hours on hold for customer service in 2024, with two-thirds considering switching providers due to delays.
VECTEC appoints David Manassa to lead Client Development
Last month
#
storage
#
virtualisation
#
digital transformation
David Manassa has been appointed Client Development Director at VECTEC, marking a strategic move to enhance client experience amid the firm's rapid growth.
Samsung introduces premium care service for NZ appliances
Fri, 28th Feb 2025
#
samsung
#
customer service
#
extend
Samsung has launched a Premium Care Service in New Zealand for select laundry and fridge products, featuring a 0% interest plan for 60 months.
Amazon unveils next-gen Alexa+, powered by generative AI
Fri, 28th Feb 2025
#
biometrics
#
smart home
#
genai
In addition to responding intuitively to voice commands, Alexa+ can actively manage and orchestrate other connected services and devices.
ManageEngine ServiceDesk Plus earns ITIL certification
Wed, 26th Feb 2025
#
ai
#
manageengine
#
servicedesk plus
ManageEngine ServiceDesk Plus has secured ITIL certification for 14 IT service management practices, achieving Silver-tier status in PeopleCert's ATV programme.
Zendesk to acquire Local Measure, boosting AI voice services
Tue, 25th Feb 2025
#
uc
#
hyperscale
#
cx
Zendesk has unveiled plans to acquire Local Measure, an Australian provider of voice solutions, enhancing its AI-powered services by 2025.
How empathy and transparency save brands in a crisis
Fri, 21st Feb 2025
#
customer service
#
transparency
#
public relations
In times of crisis, brands can salvage their reputations by prioritising empathy and transparency, transforming potential outages into trust-building moments.
Bluechip Infotech New Zealand celebrates 30th anniversary
Fri, 21st Feb 2025
#
cx
#
martech
#
partner programmes
Bluechip Infotech New Zealand celebrates 30 years in IT distribution, evolving from a small operation into a major industry player under Chris Fitzgerald's leadership.
Marcura enhances services with AI integration for maritime
Fri, 21st Feb 2025
#
data analytics
#
risk & compliance
#
payment technologies
Marcura has unveiled a comprehensive upgrade to its services, integrating AI-powered automation to enhance efficiency in the maritime sector.
Teleperformance launches Cloud Campus for remote security
Fri, 21st Feb 2025
#
data protection
#
data privacy
#
cybersecurity
With cyber attacks hitting Australian firms every six minutes, Teleperformance unveils Cloud Campus to bolster data security for remote workforces.
Survey shows outdated tech frustrates UK & US consumers
Wed, 19th Feb 2025
#
digital transformation
#
cx
#
martech
A YouGov survey reveals growing dissatisfaction with customer service in the US and UK, as 69% of consumers blame outdated technology for their frustrations.
Long wait times & vague answers frustrate UK customers
Wed, 19th Feb 2025
#
cx
#
martech
#
ai
Research by Cirrus reveals long wait times and vague responses in UK customer service provoke discontent, with older customers demanding faster resolutions.
Networks down but trust up: How to communicate when outages hit
Tue, 18th Feb 2025
#
cx
#
martech
#
customer service
When network outages occur, effective communication becomes crucial; organisations must act swiftly to reassure customers and preserve trust.
CDC secures AUD $17 billion valuation in ownership deal
Tue, 18th Feb 2025
#
edutech
#
hyperscale
#
ai
A landmark ownership deal has secured CDC's AUD $17 billion valuation, ensuring its sovereign status while enabling significant growth in data centre operations.
Anthropic launches Claude 3.5 Sonnet on AWS Bedrock
Fri, 14th Feb 2025
#
genai
#
ai
#
customer service
Anthropic has launched its Claude 3.5 Sonnet model on Amazon Bedrock in Sydney, assisting Australian organisations in advancing their AI capabilities.
Pegasystems unveils new AI-enhancing Pega Agent Experience
Fri, 14th Feb 2025
#
digital transformation
#
rpa
#
ai
Pegasystems has launched the Pega Agent Experience, a suite of API capabilities aimed at enhancing AI agents' efficiency in automation and orchestration.
UK faces critical AI skills gap as firms struggle to adapt
Thu, 13th Feb 2025
#
digital transformation
#
genai
#
ai
A recent study by Gigged.AI reveals a critical AI skills gap in the UK, warning that government policies hinder recruitment essential for future growth.
Oracle NetSuite unveils AI tools for Australia, NZ firms
Thu, 13th Feb 2025
#
hcm
#
genai
#
data privacy
Oracle NetSuite has unveiled new generative AI features aimed at boosting operational efficiency for businesses across Australia and New Zealand.