Meritor opens regional service hub in Singapore


Distribution company Meritor has opened a new ASEAN Aftermarket Distribution and Customer Service Center in Singapore.

The Singapore facility is another expansion of the company's aftermarket footprint, by which commercial vehicle customers are serviced and supplied by a growing footprint of aftermarket distribution centers. Other facilities have opened recently in India, China and Australia that will all be managed by the Singapore headquarters.

The facility is also an integral part of the company's recent launch into an aftermarket-based, third-party multiple logistics business called Meritor Logistics, which offers customer support, core consolidation, remanufacturing and consulting services, as well as packaging and kitting, material planning, warehousing, distribution.

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Coles Supermarkets will axe almost 440 jobs from its Melbourne support centre to allow a greater investment in frontline service.

Coles said the cuts were part of a restructure designed to make the centre at Tooronga more efficient. The supermarket said the savings from the restructure would lead to increased investment in its stores.

"Coles is absolutely focused on better supporting our stores and more than 99,000 team members so they can deliver what our customers want," said Coles MD John Durkan. "To be a world class retailer, Coles needs to invest further in new stores, in renewing existing stores and in better service and value for our customers." more

China's Ministry of Foreign Affairs has launched a new Global Emergency Call Center for its citizens travelling overseas.

Speaking at the launch of the new service, Foreign Minister Wang Yi said the call center opens up a "green channel" of consular protection and services between overseas Chinese citizens and the motherland. The phone line is described as a "kinship hotline" that connects the government and the people through the contact center.

Wang said through the call center we can get to know the difficulties and needs of overseas Chinese citizens at any time and provide care and assistance for them when needed, which will genuinely ensure that China's consular protection and services extend to wherever our compatriots go". more

SALT LAKE CITY – September 15, 2014 – inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center workforce optimization tools, today announces the launch of the inContact Discover WFO Suite, an easy-to-use, fully-featured cloud WFO solution that is purpose-built for small to mid-sized businesses (SMB). The all-in-one, 100% cloud WFO solution is tightly integrated with inContact's powerful contact center offering, enabling contact centers to deploy a single unified platform for Recording, Quality Management (QM), Speech and Desktop analytics, Workforce Management (WFM) and Performance Management, with intelligent automated actions connected back to inContact's multi-channel routing and IVR.

"Today's contact centers have a myriad of pressures and complexities, but often have less staff, tight budgets and need a simpler, more integrated approach," said Paul Jarman, CEO at inContact. "Now available in the cloud, Discover WFO is an agile and cost-effective solution that is easy to customize and manage to meet the changing needs of today's contact centers. The automated actions in the inContact Workforce-Intelligent Contact Center give time-strapped managers the power to build rules that automatically adjust contact routing based on changing conditions in agent quality and performance, delivering best possible customer engagement with every interaction."

The inContact cloud Discover WFO Suite takes the award-winning Uptivity premise WFO suite, uplifts it to the cloud and powers it up with unique, intelligent integration into the inContact universe.

The flexible, modular solution includes:

  • Quality Management – enables interaction capture, replay and evaluation for management and coaching of agent skills and customer experience opportunities, and compliance risk mitigation.
  • Workforce Management – forecasts contact volumes and creates optimal employee schedules for skilled, efficient customer servicing when needed and overstaffing avoidance when you don't.
  • Speech Analytics – leverages the power of speech technology to identify opportunities, customer sentiment, trending topics and root causes of dissatisfaction across the entire volume of customer calls.
  • Desktop Analytics – maximizes each customer interaction through data input recognition and intelligent actions.
  • Performance Management – integrates disparate systems to display real-time performance data using gamification, driving agent engagement and empowerment.
  • Survey – provides Voice of Customer understanding and improvement opportunities through direct customer feedback.

Jarman continued, "Companies are looking for an all-in-one solution that tightly integrates contact center infrastructure and workforce optimization, and inContact delivers that in a proven cloud platform." more

Dr Catriona Wallace defines Customer Experience Strategy. more


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