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News : Newcastle Herald’s Classifieds Call Centre is Back on Australian Soil

#contactcenterworld

Newcastle NSW, Australia, March 19, 2018 -- Readers who want to connect with buyers, sellers or service providers through classifieds advertisements can expect a new level of assistance and support with the opening of our onshore call centre.

As the result of customer feedback, Newcastle Herald readers now have the option of phoning the Australian call centre direct as well as emailing us, or placing classifieds advertisements in person 9am to 5pm weekdays at our office at 28 Honeysuckle Drive, Newcastle.

James Caulfield, the manager for classifieds and contact centres with Australian Community Media, has been the project leader overseeing the new call centre.

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"Our customers have spoken and we’ve listened," Mr Caulfield said. "We’re bringing our classifieds support service home."

Mr Caulfield said Australian Community Media, a division of Fairfax Media and publisher of the Newcastle Herald, believed the step was in the best interests of customers.

"Our customers have made it clear they prefer to deal with call centres that are Australian-based," he said.

Mr Caulfield said his team was constantly looking for ways to improve their products and services. Key to this was the feedback received from customers.

"We know that our readers value our classifieds content and there is a continued demand for classifieds to announce, buy and sell in these trusted community forums," he said.

Australian Community Media has made a substantial investment to establish the Australian-based call centre team that will assist with advertising and subscription needs.

Training commenced at the end of November last year for the team, which is based on site in Bella Vista in suburban Sydney. The centre began taking calls on March 1.

"Over the past three months we have been establishing our new contact centre team to provide an improved customer experience and positioning our business for future improvements with growth opportunities," Mr Caulfield said.

 

Mr Caulfield said he trusted the Australian public would be pleased with the decision to bring the classifieds call centre back on to Australian soil.

He looked forward to this next chapter and to ongoing customer feedback for continued improvement in the service.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.theherald.com.au


Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Wednesday, March 21, 2018

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2020 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 

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