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| Issue No 11, 10/08/09 |
2009 ACOMM AWARDS WINNERS ANNOUNCED
The winners of the prestigious 2009 Communications Alliance & CommsDay Awards were announced on 6 August at the Annual ACOMM Awards Dinner. Well over 400 industry executives attended the Awards dinner at the Westin Hotel. Guest of honour was the Federal Infrastructure Minister Anthony Albanese.
The Communications Ambassador of the Year Award was shared by Telstra’s Chief Technology Officer, Hugh Bradlow and Pipe Network's CEO, Bevan Slattery.
Other award winners from the evening include:
Telstra Enterprise & Government: Innovation for a Large Company
Leopard Labs: Innovation SME
Truman Hoyle Lawyers: Professional Services Excellence
Pipe International: Partnerships for Growth
iiNet: Consumer Customer Service
Telstra Enterprise & Government: Corporate Customer Service
Internode: Environmental Responsibility
Singtel Optus & Dialogue Communications: Innovation in Content Delivery and Services through Partnership
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Customer Service Summit
The 2009 Customer Service Summit, hosted by Communications Alliance, is to be held on Wednesday 26 August, 2009 in Melbourne. The Customer Service Summit will explore the challenges and opportunities for telecommunications service providers to enhance customer service in a rapidly evolving and exciting - albeit increasingly complex - technological environment.
The Summit will be opened by the Minister for Broadband, Communications and the Digital Economy, Senator Stephen Conroy.
Speakers include:
Brett Whitford - Executive Director, Customer Service Institute of Australia;
Allan Asher - CEO, Australian Communications Consumers Action Network (ACCAN);
Rob Findlay - Manager; Customer Experience, NAB;
Sandy Gilliland - CEO, Australian Communication Exchange;
Elaine Lally - Associate Professor, University of Technology, Sydney;
Professor John MacMillan - Commonwealth Ombudsman;
John Stevens - Director, Customer Solutions and Operations, UeComm.
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Pilot launch of Assess, Comply, Deliver – your online compliance and training tool for customer service excellence
Communications Alliance has launched a three month trial of its new Assess, Comply, Deliver (ACD) Tool which is available free of charge to Comms Alliance members who are bound by the Telecommunications Consumer Protections (TCP) Code.
The ACD Tool will assist the communications industry to self-assess compliance with customer service and complaint handling obligations outlined in the TCP Code. It also provides training tips that can be incorporated into existing staff training programmes.
Designed for individual use by an organisation, the ACD Tool provides a simple online framework for participants to verify compliance by providing robust examples of how they comply with TCP Code rules.
Once complete, the Tool provides the organisation with a snapshot of areas where it is performing well and areas requiring further attention. The Tool will assist service providers to establish, maintain and demonstrate a proactive compliance culture in the critical areas of customer service and complaint handling.
Development of this tool and other initiatives such as our Customer Service Summit to be held on 26th August 2009 are ways in which Comms Alliance is supporting our members’ commitment to enhancing customer satisfaction.
To take part in the pilot, participants must be issued with a password and login and this can be easily arranged by contacting us.
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