Research Report Synopsis by Chris Kirby
In November 2012, VHT released the Online Shopping Customer Experience Study. The research investigated the online purchase experience of consumers across various devices including smartphone. By evaluating the shopping habits of consumers this report reveals the pain points consumers have to endure and their consequences for organisations.
A survey of 400 US consumers identified the following key insights:
This report highlights there is significant opportunity for organisations to alleviate some of the frustrations consumers have when shopping online. The key conclusions highlighted include:
ANZ Bank will increasingly focus on mobile customer service, showcasing various technology-related solutions including the use of voice recognition to unlock savings accounts on its popular mobile phone app, GoMoney.
ANZ's Philip Chronican said the bank has already spent more than $150 million building solutions for mobile banking services, with the investments showing no signs of abating. "We'll continue to spend between $50-$100m a year for another few years," Chronican told reporters in Sydney.
Chronican said ANZ could introduce new voice recognition technology to the GoMoney mobile app in the first half of next year if trials go according to plan. Under the voice biometric trial a customer's voice would be matched against a digitised recording that's securely stored at the bank.
US-based outsourcer Arkadin has opened its latest Global Customer Services operation in Kuala Lumpur.
The new center provides 24/7 global after-hours client care for Arkadin's businesses in Asia, Europe, North America and Latin America. "Our Local+LocalGlobal service program, which has client care teams providing operator assistance in 18 languages in close proximity to our customers, continues to be our primary support strategy," said Arkadin's Frederic Athenosy. "This central hub for managing after-hours care ensures we deliver on our promise of a consistent high level of service to all of our global customers at any time of day."
Malaysia was selected following a study of countries to determine the optimum location for the center. Its proximity to central Asia, Arkadin's fastest growing global region, offered significant advantages due to its robust business infrastructure, and the ease with which the local technical support professionals speak Western and Asian languages.
Supervisory application helps contact centres improve quality assurance by giving managers untethered access to information.
Sydney, 25 October 2013- Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has released its mobile Interaction Supervisor iPad Edition
The application runs on an iPad or iPad mini giving contact centre supervisors and managers greater mobility for improved quality assurance.
"Plain and simple, contact centre managers are more effective when they're on the floor, visible, and accessible to agents," said Interactive Intelligence Chief Marketing Officer Joe Staples. "However, the challenge has been that once out of his or her office, managers lose visibility into statistics needed to do the job. We designed Interaction Supervisor iPad Edition™ to help supervisors react more quickly to agent and customer issues wherever and whenever. Faster decision-making based on detailed, real-time statistics means organisations can further improve their customers' experience – and that's what we're all about."
Interaction Supervisor iPad Edition™ is part of the company's all-in-one IP communications software suite, Customer Interaction Center
Interaction Supervisor iPad Edition™ is available immediately and is offered through the Interactive Intelligence channel of more than 350 global resellers, and through the company's direct sales team.
For more information, visit http://www.inin.com/solutions/Pages/Interaction-Supervisor-iPad-Edition.aspx.
Suva, Fiji November 2013
Mindpearl Fiji is proud to announce a new partnership with a major Australian Travel Group which are one of the largest independent travel groups in Australasia today.
The team in Suva will use state of the art ticketing systems to ensure 24 hour ticket turnaround times for the travel group. Services include an on call after hour service and issuing tickets for the Australian travel industry including travel agents throughout Australia.
Mindpearl Fiji’s General Manager, Mark Mahoney, ‘We are thrilled about our new partnership with another travel provider and look forward to a long relationship. Partnering with another global travel provider reaffirms our expertise in the travel and airline sectors. The friendly nature of the Fijian staff here are so welcoming which is a perfect fit for the contact centre environment and they thrive working with international brands. We are looking forward to further growth and already 2014 looks like an exciting year ahead for our Fiji centre.
In 2009 Mindpearl opened the contact centre Suva, the capital of the Fiji Islands. Mindpearl Fiji services all major English speaking markets for 12 international clients across multiple industry sectors including; airline, telecommunications, travel, retail, finance and weight management/health industries.
In October, Fiji was a finalist for the National Outsourcing Association (NOA) Awards 2013 Offshoring Destination of the Year in the UK, validating Mindpearl’s decision to set up a centre here to be a successful player in the rapidly growing BPO industry.