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:
Commonwealth ombudsman Colin Neave says treating every complaint from the public as if it could represent a systemic issue is one area the private sector has the edge on government agencies.
Neave, who has concluded his investigation of complaints handling in government agencies, told The Mandarin, that public sector complaints handling has improved but can still be rote, officious and invisible to leadership. He said if an agency's complaints are down, it might mean there are fewer issues, or invaluable public feedback about systemic problems just isn't getting through.
"I think a secretary of a department should get reports about complaints," Neave said. "The same way I know in the banking sector, a lot of chief executives in banks get reports about what people are saying about them." He said complaint handling is a very important part of getting feedback on the way you're doing business. "You may need to refine the way you're doing business based on the feedback you're getting from in effect your customers. Complaints should be valued, they should be looked at very carefully."
China Banking Corp. has opened its newly-completed 17-story BPO facility in Cebu Business Park.
The China Bank Corporate Center, accredited by the Philippine Economic Zone Authority (PEZA), caters to BPO and is adjacent to the 1,780-square meter China Bank Cebu Business Center which opened in 2009. China Bank chairman Hans Sy said the corporate center will be a premier office location providing first-rate work environment for BPO companies.
"It is now ready for occupancy and we welcome tenants looking at taking their businesses to new heights," Sy said in a statement. "Cebu is home to China Bank's first ever provincial branch, Cebu-Magallanes, opened in 1948. Now, it has a branch network of 23 China Bank, two China Bank Savings, and three Plantersbank branches serving the banking needs of the residents and entrepreneurs of Cebu and contributing to the vitality of the local economy," he added.
Sydney, January 20, 2015 – Datacom, one of Australasia's largest independent business technology solutions providers, and contact centre software company, Interactive Intelligence Group (Nasdaq: ININ), have announced a strategic partnership that will bring the best infrastructure, experience and tools available to contact centres across Australia and New Zealand.
The partnership combines Datacom Connect's experience in offering flexible and proven cloud-based infrastructure and contact centre solutions with Interactive Intelligence's Customer Interaction Center (CIC) to bring a rich, resilient and scalable contact centre solution to their customers.
CIC is a single, fully integrated software solution for contact centres that can be deployed via the cloud or on-premise and provides multichannel contact centre, unified communications, and business process automation functionality. Its applications include multichannel routing and queuing, interactive voice response, call and screen recording, predictive dialling, workforce management, real-time speech analytics and customer feedback management.
The partnership enables Datacom to extend the provision of sales, service and support across New Zealand and Australia for the entire range of Interactive Intelligence communications solutions. Datacom can also offer Interactive Intelligence's contact centre, unified communications and business process automation functionality to organisations of all sizes.
"Our Contact Centre as a Service solution utilises leading technology and infrastructure from Interactive Intelligence, housed in Datacom's and Interactive Intelligence's data centres," says Kirsty Hunter, Managing Director of Datacom Connect. "At Datacom we're led by the desire to provide exceptional customer experiences and outcomes, underpinned by a service that leverages our experience and that of our partners."
Datacom was selected by Interactive Intelligence as a new Interactive Intelligence Elite channel partner due to its in-depth IT services offering, industry-leading skills competence and the opportunity it offers Interactive Intelligence to extend its reach in the market.
"We are delighted to be working with Datacom throughout Australia and New Zealand. This new relationship will enable Interactive Intelligence to satisfy demand and support deployment for our cloud-based communications solutions while opening up major new business opportunities for both ourselves and Datacom in both public and private sector organisations," said Brendan Maree, Vice President Australia, New Zealand and Japan, Interactive Intelligence. By working with Datacom, we have teamed with an organisation which inherently understands the value and rapid return on investment which our solutions provide in cloud-based contact centre communications."
Interactive Intelligence supports its partners in Australia and New Zealand with dedicated channel management, pre-sales, marketing, professional services and post-sales customer support.