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Finance is on a new footing to improve internal customer service
Customer Relationship Management

Finance is on a new footing to improve internal customer service

Finance functions and leaders have marked 2022 down as a year for process improvement, writes Servicely's founder and CEO Dion Williams.

By Dion Williams • 4 min read • Mon, 13th Jun 2022
Workplace tech critical for 74% of frontline employees - report
Customer Relationship Management

Workplace tech critical for 74% of frontline employees - report

New research reveals that 74% of frontline employees in Australia believe technology plays a critical role in customer service.

By Jessie Chiang • 3 min read • Mon, 13th Jun 2022
The importance of service level management to customer experience
Customer Relationship Management

The importance of service level management to customer experience

Rising costs and staffing shortages are putting pressure on tech talent, but automation could alleviate the burden for site reliability engineers.

By Peter Marelas • 5 min read • Fri, 27th May 2022
LoopMe appoints Daisuke Shigeishi as head of digital partnerships
Customer service

LoopMe appoints Daisuke Shigeishi as head of digital partnerships

LoopMe expands its team with four senior hires in APAC, including Daisuke Shigeishi as head of digital partnerships and Georgia Watson as senior sales director.

By Zach Thompson • 2 min read • Fri, 20th May 2022
Sepura appoints Rob Merrick as Broadband Products business development manager
Customer service

Sepura appoints Rob Merrick as Broadband Products business development manager

Sepura hires Rob Merrick as Broadband Products business development manager to grow their presence in the evolving LTE market space.

By Zach Thompson • 2 min read • Fri, 20th May 2022
Danfoss appoints Rick Sporrer as Danfoss North America president
Customer service

Danfoss appoints Rick Sporrer as Danfoss North America president

Rick Sporrer appointed as President of Danfoss North America, replacing John Galyen who is retiring after 15 years.

By Zach Thompson • 2 min read • Fri, 13th May 2022
Danfoss appoints Rick Sporrer as Regional president
Customer service

Danfoss appoints Rick Sporrer as Regional president

Danfoss North America's president, John Galyen, has retired and will be replaced by America sales VP, Rick Sporrer from 1 July.

By Zach Thompson • 2 min read • Fri, 13th May 2022
Zendesk launches customer service and employee experience offering
Customer Relationship Management

Zendesk launches customer service and employee experience offering

Zendesk unveils new solutions that focus on conversations in customer relationship management, as well as a new employee experience offering.

By Catherine Knowles • 3 min read • Fri, 13th May 2022
Quantifi Photonics appoints Brent Robinson as Independent director
Initial Public Offering

Quantifi Photonics appoints Brent Robinson as Independent director

New Zealand's Quantifi Photonics appoints Brent Robinson, a former Rakon CEO with experience in product development and market leadership, as director.

By Zach Thompson • 2 min read • Fri, 6th May 2022
8x8 and Genesys partner with product integration for CX
Customer Relationship Management

8x8 and Genesys partner with product integration for CX

Unified cloud communications platform Campell and Genesys have announced a product integration of 8x8 Work with Genesys Cloud CX.

By Ryan Morris-Reade • 4 min read • Thu, 14th Apr 2022
Esker named Challenger in 2022 Gartner Magic Quadrant
Customer Relationship Management

Esker named Challenger in 2022 Gartner Magic Quadrant

Esker has been named a Challenger in the 2022 Gartner Magic Quadrant for Integrated Invoice-to-Cash Applications.

By Zach Thompson • 3 min read • Wed, 13th Apr 2022
8x8 and Genesys collaborate on customer service solution
Customer Relationship Management

8x8 and Genesys collaborate on customer service solution

With the new integration, organisations can align agents and the appropriate subject matter experts to collaborate for better customer outcomes.

By Catherine Knowles • 3 min read • Wed, 13th Apr 2022
Aussies vote on the toughest jobs in online shopping
Customer Relationship Management

Aussies vote on the toughest jobs in online shopping

Shoppers have revealed how much, or how little, they know about what goes into the online shopping process in a new survey by CouriersPlease.

By Ryan Morris-Reade • 3 min read • Fri, 8th Apr 2022
8x8 release blends contact centre and unified comms solutions
Customer Relationship Management

8x8 release blends contact centre and unified comms solutions

8x8 Agent Workspace, a new contact centre experience, aims to improve efficiency and effectiveness for customer interactions.

By Catherine Knowles • 3 min read • Fri, 18th Mar 2022
Zebra Technologies launches Reflexis solutions in ANZ
Software-as-a-Service

Zebra Technologies launches Reflexis solutions in ANZ

According to the company, this launch is a key milestone in Zebra's vision to have every asset and worker on the edge visible, connected and fully optimised.

By Catherine Knowles • 3 min read • Mon, 14th Mar 2022
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Customer Relationship Management

How leveraging AI-driven analytics can increase customer satisfaction in the contact centre

Leveraging AI-driven solutions can help contact centres improve customer satisfaction through sentiment analysis and identifying key behaviours.

By Rod Lester • 4 min read • Wed, 9th Mar 2022
Midsized B2B manufacturers becoming customer-focused
Customer Relationship Management

Midsized B2B manufacturers becoming customer-focused

SAP: B2B manufacturers in the mid-market are becoming more customer-centric to stand out in a highly competitive global market.

By Ryan Morris-Reade • 3 min read • Wed, 9th Mar 2022
70% of Australian companies report increased turnover
Customer Relationship Management

70% of Australian companies report increased turnover

A new study has found that 70% of Australian sales and marketing leaders report increased customer turnover, up from 52% in a survey conducted last year.

By Zach Thompson • 4 min read • Thu, 3rd Mar 2022

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