News

• Wireless carrier CEOs focus on spectrum and trust

  By Kenneth Corbin | 10 May, 2012 01:46

  In an industry marked by heated rivalry and frequent corporate sniping, the top executives at the nation's leading wireless carriers are united in their call for policymakers to free up more spectrum to boost the capacity in their mobile broadband networks.

• Customer service still dogs Telstra

  By Chloe Herrick | 09 February, 2012 12:48

  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.

• ACMA issues Vodafone with TCP Code directions

  By Hamish Barwick | 21 December, 2011 10:36

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

• Building the new service management: Part three

  By David Braue | 16 December, 2011 10:34

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

• Corporate Express Australia integrates customer service and planning capacity systems

  By Lisa Banks | 24 November, 2011 14:56

  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 looks to Cloud in customer service project

  By Lisa Banks | 14 November, 2011 11:32

  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.

• IBM IOD 2011: IBM launches out-of-the-box network analytics for telcos

  By Chloe Herrick | 26 October, 2011 09:55

  IBM run company, Netezza has launched an out-of-the-box networking analytics appliance for telcos struggling to deal with ‘big data’.

• Telstra customer service slowly on the mend: Thodey

  By Chloe Herrick | 18 October, 2011 12:32

  Telstra reiterated its customer service levels have improved slowly but surely, despite falling short of customer service expectations in August this year.

• Poor telco customer service continues: TIO

  By Chloe Herrick | 12 August, 2011 12:06

  Despite continued talk of improved customer service, many telecommunications providers have yet to provide swift resolution to customer issues a new report from the Telecommunications Industry Ombudsman (TIO) has found.

• Telstra falls short of customer service goals

  By Chloe Herrick | 11 August, 2011 11:01

  Despite a significant focus on customer service initiatives over the past year, Telstra (ASX: TLS) has still fallen short of expectations to reduce complaints and improve customer satisfaction.

• Virgin Mobile: The telco without a CIO unifies IT, customer service

  By Rodney Gedda | 27 July, 2011 15:55

  While most Australian telcos have CIOs presiding over dedicated IT departments, mobile network operator, Virgin Mobile, has unified its project management, IT and customer service business units under the guise of its chief operating officer, Matt Anderson.

• One third of Aussie businesses lack customer service strategy: Study

  By Lisa Banks | 07 June, 2011 11:31

  A new study has found that a third of Australian businesses do not have a customer service strategy in place.

• Thodey calls for telco unity on customer service

  By James Hutchinson | 29 March, 2011 11:30

  Telstra chief executive, David Thodey, has issued a call to arms for the telecommunications industry to unite under a single voice, in an attempt to more effectively influence economic and policy influences on the industry.

• TIO records increase in complaints despite industry focus on customer service

  By Lisa Banks | 25 February, 2011 10:08

  Despite the concerted efforts of government and industry bodies to lift customer services standards in the telecommunications sector, the Telecommunications Industry Ombudsman (TIO) has registered a sizeable increase in received complaints in the six months to December 2010.

• Microsoft Store server failure causes customer headaches

  By Hamish Barwick | 21 January, 2011 16:48

  Microsoft Australia has confirmed that an internal technical issue delayed the processing of software orders purchased online in December 2010 through its store.