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Skinny and 2Degrees NZ's top mobile service providers
Customer Relationship Management

Skinny and 2Degrees NZ's top mobile service providers

Skinny and 2Degrees have been named New Zealand's top mobile service providers, maintaining high consumer satisfaction in prepay and plan categories.

By Catherine Knowles • 5 min read • Mon, 7th Mar 2016
ACC gears up to launch business transformation programme
Customer Relationship Management

ACC gears up to launch business transformation programme

The transformation programme follows feedback from 5,500 NZers and ACC staff who wanted to see ACC be more responsive and transparent.

By Catherine Knowles • 3 min read • Mon, 7th Mar 2016
New ANZ channel head for Unit4
EduTech

New ANZ channel head for Unit4

Chris Tithof spearheads Unit4's push in ANZ, targeting 'people-centric' sectors as they aim for a bold 100% growth.

By Shannon Williams • 2 min read • Mon, 29th Feb 2016
Genesys omnichannel solution delivers big ROI, study shows
Customer Relationship Management

Genesys omnichannel solution delivers big ROI, study shows

Genesys has released new research that indicates its omnichannel engagement solution delivers big financial returns to customers.

By Catherine Knowles • 2 min read • Mon, 22nd Feb 2016
Turns out it doesn't take much for your customers to go elsewhere
Customer Relationship Management

Turns out it doesn't take much for your customers to go elsewhere

Nearly half of customers will switch to a competitor within a day of receiving poor customer service, according to new research.

By Catherine Knowles • 3 min read • Thu, 18th Feb 2016
Sonus scrambles to recover from rocky start to 2015
Customer Relationship Management

Sonus scrambles to recover from rocky start to 2015

Sonus Networks bounced back in the second half of 2015 after a rocky start to the year, but still earned less revenue overall when compared to 2014.

By Catherine Knowles • 3 min read • Wed, 17th Feb 2016
Spark and Vodafone need to up their customer service game
Customer Relationship Management

Spark and Vodafone need to up their customer service game

Consumer NZ slams Spark and Vodafone for poor customer service as consumers face long wait times to get support.

By Shannon Williams • 3 min read • Wed, 3rd Feb 2016
Aussie businesses need to get organised, says experts
Supply Chain

Aussie businesses need to get organised, says experts

The Australian economy is forecast to remain soft in the coming year. Businesses make sure they have the technology to remain resilient.

By Shannon Williams • 2 min read • Wed, 20th Jan 2016
Era of digitisation helps companies boost customer experience
Customer Relationship Management

Era of digitisation helps companies boost customer experience

With digitisation on the rise, customers are now savvier and more demanding about how they interact with brands.

By Staff Writer • 5 min read • Thu, 14th Jan 2016
Spark commits to better customer service, launches online outage map
Customer Relationship Management

Spark commits to better customer service, launches online outage map

As part of the campaign is Spark's new Outage Map, which gives a real-time view of any problems on Spark's mobile broadband or landline networks.

By Shannon Williams • 3 min read • Wed, 16th Dec 2015
Predictive analytics: Underrated and underutilised
Customer Relationship Management

Predictive analytics: Underrated and underutilised

Predictive analytics, a game changer in business, remains underexploited, even as it offers solutions for risk, marketing, and pricing.

By Catherine Knowles • 2 min read • Fri, 11th Dec 2015
Zendesk adds customer service add-in to Outlook
Customer Relationship Management

Zendesk adds customer service add-in to Outlook

Zendesk pioneers with first customer service add-in for Microsoft Outlook, streamlining ticket creation for users.

By Shannon Williams • 2 min read • Tue, 24th Nov 2015
Social customer care: Are you doing it right?
Customer Relationship Management

Social customer care: Are you doing it right?

Aspect Software's Kristen Pimpini offers up some tip on harnessing social media for your business' customer care.

By Staff Writer • 3 min read • Mon, 16th Nov 2015
Custom apps 'transform' Harcourts Real Estate business
Apps

Custom apps 'transform' Harcourts Real Estate business

Custom apps have transformed business for Harcourts Real Estate, with the apps now winning recognition from Apple.

By Heather Wright • 3 min read • Fri, 13th Nov 2015
ITSM upgrades a necessity in the digital age
Customer Relationship Management

ITSM upgrades a necessity in the digital age

As the world moves into a digital age, the old methods of IT service management (ITSM) are out of date and ineffective, according to UXC Consulting.

By Catherine Knowles • 4 min read • Fri, 16th Oct 2015
Zendesk launches predictive analytics feature for enterprise
Customer Relationship Management

Zendesk launches predictive analytics feature for enterprise

Zendesk launches Satisfaction Prediction, its first machine learning and predictive analytics feature for customer service.

By Shannon Williams • 3 min read • Fri, 9th Oct 2015
Microsoft's answer to the changing nature of customer relationships
Customer Relationship Management

Microsoft's answer to the changing nature of customer relationships

As the most comprehensive upgrade Dynamics CRM has seen, 2016 will include updates to enable greater intelligence, mobility, service and productivity.

By Catherine Knowles • 3 min read • Fri, 25th Sep 2015
Skinny Mobile wins customer service award
Customer Relationship Management

Skinny Mobile wins customer service award

Skinny Mobile wins Technical Helpdesk Award at NZ CRM Awards, reflecting its commitment to excellent customer service.

By Shannon Williams • 2 min read • Mon, 21st Sep 2015