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Global News
24-Apr-2012

The Australian arm of electronics company Acer has chosen a Drishti Ameyo solution to upgrade its inbound customer service.

cer Australia said it required a solution to handle all interactions from customers and its wide-spread channel partner network by providing the right information to its agents in a unified screen for fast query resolution. "We were looking for a solution that could integrate with our backend system to provide appropriate information to agents, thus maximising their productivity, something which our previous solution was not forthcoming with," said Acer's Dan Balachandra.

Acer says the new solution provides the company with enhanced agent productivity, real-time monitoring of performance levels and allows management to make changes when required. "Providing our customers and channel partners fast and quality support can be a daunting task if our agents have to access disparate applications at the same time," Balachandra said. "Dristhi provided us with a comprehensive technology that integrated seamlessly with the ticketing system of the back-end CRM, and displaying a unified interface to our agents."

...read more

National News
26-Apr-2012

Garuda Indonesia will introduce the Amadeus Altea Customer Management Solution to upgrade its airline passenger service processes.

The solution will manage Garuda Indonesia's domestic and international reservations, inventory and departure control processes. "Upgrading to Amadeus' cutting-edge technology will enable us to further enhance our existing customer service offering, introduce more automation and flexibility for our customers and help us refine our customer-facing business processes," said Garuda Indonesia's M. Arif Wibowo.

"Today, technology is a critical component of an airline's infrastructure, and the Amadeus Altea system will ensure we remain competitive with world-class airlines in the region," he said. The technology upgrade is part of the Garuda Indonesia Quantum Leap program, which has seen the airline modernise and expand its fleet with new A330 and Boeing 737-800 aircraft, relaunch services to Europe and also announce its intention to join the SkyTeam global alliance.

...read more
WFO Exchange Forum

 

Welcome to WFO Exchange, Fifth Quadrants’s workforce optimisation blog. The aim of the blog is to share information with you about workforce optimisation and its various different components. As I am out and about, meeting different Resource Planners around the region I thought you might like to know about some of the things other contact centres are doing. I’d also like to get your feedback on some of the questions that our readers might have so that WFO Exchange becomes a useful, interactive resource for all Resource Planners. I hope you enjoy it and that I hear from you soon. JA

Fifth Quadrant 2011 Service Industry Minervium & The World Cup
Monday, September 26, 2011
A couple of weeks ago we held our Fifth Quadrant 2011 Service Industry Minervium - Australia and New Zealand in Sydney and Melbourne and we were delighted to have so many of you attend. We also launched our Quality Network Groups that will (like our WFM Network Groups) be held once a quarter.

In spite of the fact that Quality call recording is done in 94% of organisations in Australia and New Zealand only 50% have fully implemented a Quality Assurance programme. As with WFM, a large proportion of the people doing the Quality Assurance have had little or no training on the software they use (28%) so I am sure there is a lot of room for improvement in this area. An average of 7 calls per agent are typically evaluated per month which is a little less than what we would consider best practice (approx. 10 calls per agent per month). At Fifth Quadrant we recommend that the same number of calls are not recorded for all agents but that it varies depending on their experience and skill. Those who are more experienced and know what they are doing need to have slightly less calls evaluated while those who are newer or are less sure of the processes should have more calls evaluated.

Another exciting event was my recent trip over to Auckland to catch a bit of the Rugby World Cup action. Now I know this may not mean a lot to many of you, but coming from a town and school in Ireland where rugby is indeed significant, this was extremely exciting for me especially as I was there to watch the Ireland v Australia match. And what a match it turned out to be! I personally think it was the fact that a shamrock, leprechaun and St.Patrick were there cheering them to victory. I have only just got my voice back!  Well done Ireland.



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