Edition 134 - August 2007

VOICE RECOGNITION TECHNOLOGY IS RAPIDLY GROWING
Where there is a call centre, there is a more efficient way to do business. Where there is technological development, there is a call centre manager looking at cost savings. And voice recognition seems irresistible.

LEADERSHIP DEVELOPMENT IN CALL CENTRES
The big corporations do it very well.  Small business does it without even realising.  But maybe call centres need to take a serious look at leadership development.

PROFILE: MICHAEL MEREDITH AUSTRALIAN TELESERVICES ASSOCIATION (ATA)
As CEO of the Australian Teleservices Association, Michael Meredith believes it is important not to micromanage people who don’t need it. Where people are employed to fill a role and they have the skills, a good manager just gets out of their way.