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- Justifying ITSM investment in tough times
- PODCAST: Lean business process managegment
- CIOs can sell security spending by explaining likely results
- Cloud computing over-hyped: Cisco
- How to run your outsourcer
- Interview: Google's cloud computing strategy
- COMMENTARY: Site-specific browsers open new windows of opportunity
- A CIO shares experiences with project and portfolio management
- How Six Sigma helps IT
- BOOK EXTRACT: How to win repeat business from customers
- What I’m listening to
- The White Stripes – A Martyr for My Love for You
- The White Stripes – I'm Slowly Turning Into You
- The White Stripes – Rag and Bone
- The White Stripes – Little Cream Soda
- The White Stripes – St. Andrew (This Battle Is in the Air)
- The White Stripes – Prickly Thorn, But Sweetly Worn
- The White Stripes – Bone Broke
- The White Stripes – Conquest
- The White Stripes – 300 M.P.H. Torrential Outpour Blues
- The White Stripes – You Don’t Know What Love Is (You Just Do What You're Told)
- Smart Call Podcast
- Smart Call #64 - The worst contact centresThis episode of Smart Call features Richard Gaze of Customer Service Benchmarking Australia, a Melbourne organisation that uses mystery shopping and surveys to analyse customer service experiences. The company has recently updated its research and says mobile phone companies, airlines and banks are the worst customer service exponents in Australia. We ask Ri […]
- Smart Call #63 - Voice biometrics specialAuthenticating callers to a contact centre consumes a big percentage of every call. Voice biometrics promises a faster and more secure way to confirm a caller’s identity and this week we have two interviews with new users of the technology. Frank Lombardo from Aviva and National Australia Bank’s Sam Jackel both worked with Salmat VeCommerce to ge […]
- Smart Call #62 - Christmas in the contact centreThis week’s Smart Call is brought to you by Verint, who ran seminars in Sydney and Melbourne this week entitled How to Survive (and even Thrive) During the Economic Downturn. Verint’s Principal Global Solutions Consultant Bill Durr joins us with part two of his presentation to the event. Our feature interview is with Toby Poulson, Chief [...]
- Smart Call #64 - The worst contact centres
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