Articles

Four email problems that even titans of tech haven't resolved

The email address as we know it was born when Ray Tomlinson introduced the “@” sign in 1977, since which email has continually grown in popularity as a communication tool for work and pleasure – until last year. For the first time ever, 2014 recorded a sharp decrease in the number of emails sent around the world, from 204m per second in 2013 to 138.8m per second in 2014.

DFAT must improve data management

A National Audit of the overseas operations of the Department of Foreign Affairs and Trade has criticised DFAT’s Consular Management Information System (CMIS) and highlighted the need for improved data entry.

Making the most of AP Automation

One of Australia’s leading diversified food and agribusiness companies, the Craig Mostyn Group has moved ahead with Esker Accounts Payable solution on Premises with its mobile application for business approvers.

4 misconceptions about Information Management

Organisations all over the world have been improving and adopting new information management strategies for years now. The importance of having systems in place to handle the waves of information that we deal with everyday has definitely spread and the benefits have come along as well. Even though this topic has been getting more popular over the past decade there are still many organizations that have not put a priority on implementing an Enterprise Content Management(ECM) system and have not developed an Information Management strategy.

Designing Contact Centres in an “Omni-channel” world

Contact centre agents experience it every day. A customer calls and doesn’t want to wait on hold so they send an email instead. Then they start a chat session to engage with an agent. Meanwhile, another agent has fielded the email and is researching an answer. Then the automated system calls the customer back and she engages with yet another agent. Unfortunately none of the agents has an up-to-date view of what’s going on with the customer, making the process expensive and prone to error.

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