I have recently reviewed the livepro® Knowledge Delivery System in order to understand the possible benefits available to the Australian call centre industry. My interest was driven by the significant improvements in AHT experienced, and APAC awards received, by the ING Australia customer service department in 2007 attributable to the implementation of livepro®.
In my opinion this solution satisfies a very obvious need in call centre operations, yet surprisingly a very neglected area of focus. In my 25 years experience in the Australian and international call centre industry; it is refreshing to see the focused approach the livepro® Systems team have taken to servicing the specific knowledge management requirements of call centres.
I am very supportive of innovative Australian businesses that add value to the call centre industry and am enthused by the return on investment opportunity available to call centres who adopt this concept.
In my role I feel it’s my responsibility to research and support solutions that improve Australian call centres operations, therefore hopefully more businesses take advantage of the benefits knowledge management will bring to them, as livepro® adopters already have.
Anthony Seaegg
Chairman
Australian Teleservices Association (ATA)
