Machines V's Humans
The call centre industry developed with the invention of the ACD (Automatic Call Distributor) technology.
With this came the questions ‘Are people robotic slaves?’ or ‘Are people empowered better by technology to serve customers?’
Ten years ago in the initial stages, battery hen call centres grew where people had little understanding of the technology and its’ benefits.
Today effective Call Centre Managers treat attitude as a mission critical factor to achieving Key Results Areas and moving their people from slavery to empowerment.
Coaching, mentoring and training are growing in most call centres and will continue to grow as the industry grows at more than 25% a year and looks to attract the ‘right’ people.
As this becomes a greater focus for you, remember that we can assist you in implementing or enhancing any of these initiatives.
Feel free to speak with Craig or me at anytime.
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Australian GST...it's here
Some people have been working on a Goods and Services Tax project for seven plus years, so I can only imagine how relieved they are that it’s finally here.
We began adding our ABN to all invoices in June and will continue to include it for all of our corporate clients and customers who buy Professional Development Products.
In the meantime we understand that some organisations need it prior to our invoice.
Our ABN is 30 088 491 687. Your accounts department may need it for reference prior to us providing our consulting services for you.
Personally Speaking
This is issue 24 of What’s Happening which is a two year birthday celebration.
Today hundreds of people around Australia and over many seas check WH each month for a snapshot of quick tips, reminders and the latest in business.
Speaking of celebration, I’m having a few birthday toasts myself this month. If you haven’t got time, vouchers are always good. Just jokes!!!
In June I was interviewed by The Herald Sun newspaper about effective customers service. So simply call or email Imogenblay@happeningpeople.com and we’ll be happy to give you a copy.
Anyway I hope you have as many smiles as me this month and watch your mail for a special card from us all.
Kind regards,
Sam Day
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