Singapore's StarHub launches social media facility

29-Jan-2014

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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25-Nov-2014

Air New Zealand has selected Irish-technology company Boxever to power its real-time marketing push and deliver personalised offers to customers.

Boxever provides predictive marketing solutions specifically for the travel industry, via its CRM, customer intelligence, and recommendation engine. Boxever says its multi-channel customer intelligence and predictive marketing platform will allow the airline to customise offers and engagement with its customers via the web, email, mobile and in its contact centre.

"At Air New Zealand, we want to deliver more value to our customers, provide them a more tailored experience, and improve the return on our marketing spend through the use of machine learning algorithms," Air New Zealand general manager customer value and loyalty, Hamish Rumbold said in a statement. "Our partnership with Boxever is critical in delivering this vision as their expertise in the travel industry and their travel focus gives them a deep understanding of the complexities of travel retailing. This logic has been built into the Boxever solution, which we believe will shorten the delivery cycle and enable us to see results more quickly."

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24-Nov-2014

Dutch financial giant ING reportedly planning to make the Philippines its premier business processing hub in Asia.

ING has unveiled a rapid expansion program that seeks to harness the country's vast pool of young, educated and English-speaking workforce. ING Global Services and Operations Inc., a wholly owned ING subsidiary that handles in-house processing for the bank's growing commercial banking business in Asia and Europe, has set up shop in a 35,000-square meter W office tower in Bonifacio Global City, Manila with a capacity to employ 420 people.

The group already has BPO operations in India handled by a third-party provider. Globally, ING has about 40 shared services hub. ING GSO now employs 125 people in the Philippines and this is expected to double to 250 by 2015, according to Nigel Smith, president and CEO of ING GSO.

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10-Dec-2014

Home grown contact centre recruitment specialist FuturePeople has won the global finals for World's Best Contact Centre Recruitment Campaign at the 2014 Top Ranking Performer Awards in Las Vegas in November. The awards are organised by the global association for contact center best practice and showcase contact centre expertise and innovation around the globe. FuturePeople has won nearly every award there is to win locally, so this year decided to compete for the first time in a program that attracted 700 entries from 40 nations across the globe.

FuturePeople CEO Linda Simonsen said "we wanted to up the ante and showcase our innovation on the world stage to see how it shaped up globally. We saw the awards program as a valuable way to get insight into global best practice and rally the team towards excellence"

Having won both first and second place in the APAC Finals in Singapore in June, FuturePeople was propelled onto the world stage to showcase their innovation in contact centre recruitment alongside Europe and the Americas. Simonsen shared that "listening to leaders from around the globe share best practice reinforced that we're all facing the same challenges however everyone has a different cultural lens to look through which brings richness to the discussion and valuable insights".

Simonsen said "with customer engagement the top priority for 90% of CEOs, getting the right people on the front line has taken on a whole new level of strategic importance for business leaders, so this recognition comes at just the right time for us."

Randstad Portugal was runner up in the recruitment category.

Simonsen says "We won because of the innovative way we're helping organisations source a new breed of talent that fits with the changing role of the front line contact centre agent as a multi-channel customer engagement expert with emotional intelligence".

FuturePeople provides Contact Centre Recruitment and Training Solutions, including Consulting on Best Practice Recruitment Process Design.

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20-May-2013

Dr Catriona Wallace defines Customer Experience Strategy.



 

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