Telstra chief executive, David Thodey, has conceded that progress remains slow on improving the telco's customer service record, despite making it a top priority in the last 18 months.

The Australian Communications and Media Authority (ACMA) provided directions for Vodafone and Vodafone Network to comply with the Telecommunications Consumer Protections Code (TCP Code).

Sometimes, providing the ideal customer service means ditching what you’re doing and simply starting over.

Corporate Express Australia has moved from a siloed troubleshooting management style to an integrated customer service and capacity planning solution thanks to the rollout of Splunk.

Laithwaites Wine People has looked to the Cloud to improve its call centre operations, rolling out a public Cloud offering across its new 35 seat customer service centre in Sydney.

CRM systems tend to have a wider user base across enterprise organizations than most other software applications do. Industry analyst surveys indicate that over 60 percent of CRM systems are used by sales teams, about 40 percent used by marketing, and about a third of the systems are used by customer support. Despite this wide range of users, my guess is that the real driver or "owner" of the CRM system is even more strongly biased towards the Sales VP.

Organisations looking to implement voice automation systems need to think very hard about the needs of their customers before doing so, a new report has found.

Back in 2004, Texas Instruments (TI) noticed a problem in its customer service department, one that's typical in companies serving technical customer bases. Some of TI's main customers (engineers) buy and use some of the company's most technical products, such as digital signal processors. TI needed a better way to quickly provide answers to customer questions, without the customer sitting on hold with a call center, waiting for a representative who might not even have the technical expertise to answer the inquiry.