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Commonwealth ombudsman Colin Neave says treating every complaint from the public as if it could represent a systemic issue is one area the private sector has the edge on government agencies.

Neave, who has concluded his investigation of complaints handling in government agencies, told The Mandarin, that public sector complaints handling has improved but can still be rote, officious and invisible to leadership. He said if an agency's complaints are down, it might mean there are fewer issues, or invaluable public feedback about systemic problems just isn't getting through.

"I think a secretary of a department should get reports about complaints," Neave said. "The same way I know in the banking sector, a lot of chief executives in banks get reports about what people are saying about them." He said complaint handling is a very important part of getting feedback on the way you're doing business. "You may need to refine the way you're doing business based on the feedback you're getting from in effect your customers. Complaints should be valued, they should be looked at very carefully."

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China Banking Corp. has opened its newly-completed 17-story BPO facility in Cebu Business Park.

The China Bank Corporate Center, accredited by the Philippine Economic Zone Authority (PEZA), caters to BPO and is adjacent to the 1,780-square meter China Bank Cebu Business Center which opened in 2009. China Bank chairman Hans Sy said the corporate center will be a premier office location providing first-rate work environment for BPO companies.

"It is now ready for occupancy and we welcome tenants looking at taking their businesses to new heights," Sy said in a statement. "Cebu is home to China Bank's first ever provincial branch, Cebu-Magallanes, opened in 1948. Now, it has a branch network of 23 China Bank, two China Bank Savings, and three Plantersbank branches serving the banking needs of the residents and entrepreneurs of Cebu and contributing to the vitality of the local economy," he added.

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Cyara FIVE Honored for Exceptional Innovation as an Omni-channel Testing and Monitoring Platform that Removes Development Barriers of Risk, Cost and Time

San Francisco, CA (January 20, 2015) — Cyara announced today that TMC, a global, integrated media company, has named Cyara FIVE as a 2015 CUSTOMER Product of the Year Award winner. Cyara FIVE is the latest and most advanced version of Cyara’s onmi-channel customer experience testing and monitoring platform.

Cyara FIVE enables CX professionals to take control of their customer experience environment with "software that is fun to use." The comprehensive platform supports the logical transition of channels that Cyara customers offer consumers, now including digital interactions such as chat, email, and web callback. Significant functionality has been added in Cyara FIVE that will support Cyara customers in delivering the customer experience they have designed, including:

  • Improved interface usability for CX testers
  • Efficiency gains for testing of 30% over the previous release of the Cyara Platform
  • Improved enterprise administration, improving run times by 30-40%
  • Architecture changes to enable cross-channel testing
  • "Cyara pioneered the concept of putting control of the quality of the customer experience in the hands of our customers by building the easiest-to-use, yet most powerful, testing software available. Cyara FIVE continues this tradition incorporating innovative features that our customers have told us are important to them," said Alok Kulkarni, CEO, Cyara.

    "On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Cyara with a 2015 Product of the Year Award," said Rich Tehrani, CEO, TMC. "Its Cyara FIVE solution has proven deserving of this elite status, and I look forward to continued innovation from Cyara in 2015 and beyond."

    The 17th Annual Product of the Year Award winners has been published in the January/February 2015 issue of CUSTOMER magazine.

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Dr Catriona Wallace defines Customer Experience Strategy.


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