Singapore's StarHub launches social media facility


Singapore telco StarHub has renewed its efforts in utilising social media customer service by launching a social media monitoring facility.

The facility, called Social Hub, will use a CRM solution that integrates various social media monitoring tools into a common dashboard to make it easier to track response times. The telco previously manually monitored and replied to customer queries across different platforms.

Social Hub uses 10 social media listening experts and customer care consultants who decide "when and how to reply to a query or a complaint on Facebook, to tracking where in Singapore mobile, pay TV or broadband connections are affected through location-tagged tweets, Social Hub delivers the data we need," said StarHub's Darren Choo.

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Bank of Melbourne is set to beef up its mobile banking app with a feature that promises to reduce the time it takes customers to get their queries resolved.

The bank's "Connect" feature can reduce the average call ­resolution time, which Bank of Melbourne chief executive Scott Tanner said put the bank ahead of the local ­competition.

The secret sauce is the pre­existing authentication channel baked into the app. Customers are already securely identified through fingerprint technology or a four-digit password, so there's no need for them to ­answer a series of security questions when they speak to a ­customer service specialist. The bank's chief information officer, Dhiren Kulkarni, said eliminating the need for customers to identify themselves could save up to two minutes a call. That may not seem like much, but in the contact centre environment every second counts. more

The Ministry of Home Affairs (MHA) is setting up strict quality parameters for state governments for running call centres under the Nationwide Emergency Response System and has come out with a detailed guideline. The proposed emergency number is likely to be operational next year and the government hopes that it would benefit women in distress.

At present, India has three emergency services 100 (Police), 102 (Fire) and 103 (Ambulance), which were designed at the time of a regulated telecom sector with only one telecom provider across India. As per the guidelines, the number of calls not attended by emergency vehicle should be less than five per cent of the total distress calls. MHA has said that it is expecting five hundred thousand calls per day in the first year of operation while it is expected to double in the next five years.

The ministry is expecting an increase in number of calls to the call centre by 10 per cent every six months, according to the guidelines. The average satisfaction score of citizens collected through feedback calls, text messages and other means should be more than 85 per cent while no caller should have to wait endlessly for response to their call. more

Sydney, Australia – 1 September 2015: Noble Systems Corporation, a global leader in unified contact centre technology solutions, has received a "2015 Product of the Year Award" from TMC, a global, integrated media company. The Award recognises Noble Maestro version 8. Noble Maestro provides an intuitive manager portal for the Noble Enterprise Solution Suite, making it easy for users to manage agents, campaigns, lists, and data, assign contact strategies, coordinate multichannel activities, and control workflows.

NobleMaestro version 8 is an upgrade of the company’s flagship offering for contact centre management and reporting. Key enhancements and features in version 8 include:

  • Enhanced IVR Features
  • Automated Speech Recognition Support
  • Enriched Dialling Management
  • Improved Appointment Management
  • Upgraded Multichannel Tools

Chris Hodges, Senior Vice President Sales & Marketing Noble Systems, says, "The Noble Maestro manager portal is a central component of our Enterprise contact centre suite for premise and cloud-based platforms. Its intuitive design and ease of use puts it at the top of our clients’ favourite system features and makes it a vital part of their daily operations. We are excited that TMC recognises our continued innovation to help companies improve efficiency and streamline management functions for today’s fast-paced environments."

"Congratulations to Noble Systems for being honoured with a 2015 Communications Solutions Product of the Year Award," said Rich Tehrani, CEO, TMC. "Noble consistently develops innovative products which are amongst the best solutions that facilitate voice, data and video communications. I look forward to continued excellence from Noble Systems in the future." more

Dr Catriona Wallace defines Customer Experience Strategy. more


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