Edition 129 - June, 2007

2007 CONTACT CENTRE EMPLOYMENT SATISFACTION BENCHMARKING
Forward thinking companies in Australia are being proactive and taking control of employee satisfaction by measuring their contact centre(s) against a set of industry indices. Find out the industry key drivers behind employee satisfaction, loyalty indicators, level of commitment and more.

WHEN DO YOU NEED A BUREAU?
Contact centres work best where callers need immediate access to assistance.  Electronic account payment processing, reservations, service call-outs, sales campaigns, these are all tasks that call centres handle very well. But when the task is complex and regularly changing, the call centre is not the answer.

VIRTUAL REALITY IS HERE
Technology is beginning to push ethical boundaries.  What can we expect next?  The virtual world is upon us and the inroads it is making are astounding.

PROFILE: CLARE ANDERSON, POWERCOR & CITIPOWER
Clare Anderson manages a call centre in the central Victorian city of Bendigo and also one in Melbourne. These call centres are in the electricity sector and Clare says crises that occur in electricity from time to time can be both demanding and rewarding.