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Techday NZ
2 days ago
- Business
- Techday NZ
Why a confidence-inspiring contact centre is one of your organisation's greatest assets
In today's times, Australian customers want to deal with businesses whose service is swift, seamless and safe, ANZ vice president, Paul Rilstone, and CXTT Principal and Transformation Specialist, Michael Clark write. Are you one of the millions of Australians who's had the unwelcome news that your personal data has been compromised and is in the hands of a cyber-criminal or several? The accessing of customer records containing names, dates of birth, email addresses, phone numbers and other sensitive data has become an all-too-frequent event, as sophisticated actors continue to seek out weak spots in companies' IT defences. Increasingly, these clever, unscrupulous individuals aren't only using their technical expertise to gain an 'in'. They're adopting social engineering strategies; attempting to manipulate and deceive employees, via phishing, multi-factor authentication and email bombing gambits. Those working in contact centres, engaging with customers and members of the public day in, day out, are squarely in the firing line. A matter of trust However it occurs, a cyber incident erodes customer trust. If a business has the misfortune to experience one, rebuilding that trust is critical. That's where the contact centre has a vital role to play. Rapid digitisation means they've become the beating heart of many organisations – their primary interface with the world and a one-stop-shop for service delivery. Offering responsive, seamless and reliable service is critical, and in the wake of a crisis never more so. Organisations that do this well tend to find it easier to restore trust and rebuild their brands. Conversely, those that fall short, by making it difficult or painful for customers to engage with them, are laying themselves open to ongoing questions about the quality of their offering and operations. Improving your contact centre operations with AI In today's times, getting it right means making smart decisions about how AI should be incorporated into your contact centre. Deploying AI and automation technology can give your customers the power to self-serve their way through run-of-the-mill processes, and provide answers and resolutions to many of their more straightforward queries and issues. That's a win-win when it works well: no more hanging on the line makes for a better experience for customers and can deliver a sizeable efficiency dividend for your business too. The human touch But not all problems can or should be managed by AI. However sophisticated and intuitive it may become – and it continues to evolve and improve at bewildering speed – there will always be complex calls, emails and messages that require human scrutiny and judgment. Striking the optimal balance between what to automate and what to leave in human hands is no easy matter. In the rush to transform their contact centre operations, many companies are making the mistake of addressing the challenge with piecemeal solutions. Rather than re-imagining what stand-out customer service and experience look like and then using this game-changing technology to help them deliver it, they're replicating many of the same old processes, using AI, rather than human agents, to engage with their customers. All too often, the result is clunky, disjointed and unsatisfactory. Enlisting expert assistance That's why it pays to work with specialists who understand contact centre best practice and how AI technology can enable your organisation to achieve it. They'll map your workflows and processes and develop customer journeys where automated processes expedite and augment the work of your human agents. This will enable you to eliminate the duplication and double handing of data and orchestrate actions across all your critical systems. It's a smart way of ensuring the time and resources you're expending lead to high quality customer experiences that enhance your brand. Setting your organisation up for a stronger future In 2025, customers' trust is hard won and easily lost. Operating a responsive contact centre that offers personalised, seamless service can help you gain and retain it. If maintaining mind and market share matter to your organisation, it's well worth investing in the resources you need to get it right.
Irish Independent
09-07-2025
- Business
- Irish Independent
Cutting Property Tax has ‘just blown a €10m hole in the council budget'
Ahead of budget planning for 2026, Deputy Chief Executive of the Council, Helena Cunningham, said the council is facing a difficult budget for the next year, with higher costs and salaries, a growing population and the rising costs of amenities. Councillors can vote annually on whether to keep the LPT at the base rate, to cut it by up to 15pc, or increase it by up to 15pc. The council's only source of revenue are the LPT, rents rates and parking charges, and the 15pc reduction could see €10.4m reduced from the council's total budget. There are concerns the reduction could mean higher social housing rents and rates on local businesses. Fianna Fáil Councillor Michael Clark voted for a full 15pc reduction as 'homeowners already pay more than their fair share'. 'A modest house in this county can have a higher nominal value than a huge house in a rural area and is taxed accordingly. 'Most of these are family homes, not assets to be flipped, they cannot be easily monetised. 'These are families who might be property rich and cash poor. The tax is a burden on our citizens, we cannot penalise people in the middle of a cost-of-living crisis.' The proposal also found the support of Fine Gael, People Before Profit (PBP), and some independent councillors. The Green Party, who supported maintaining the base rate, called the 15pc reduction 'tokenistic'. ADVERTISEMENT A spokesperson from the party called out the councillors who agreed on the lowest possible amount of LPT, despite warnings from the Council Executive that it will impact essential public services. Robert Jones, Green Party councillor for Dundrum, said: 'Fine Gael, Fianna Fáil, PBP and Independents have just blown a €10m hole in our council budget for 2026. 'We need to be honest with people. A 15pc cut in the Local Property Tax saves the average homeowner one to two euro a week. 'But the cost is far greater – footpaths go unmaintained, playgrounds don't get repaired, and community services suffer. 'Council management have been crystal clear that costs are rising. 'This 15pc benefits those who don't need it, the average homeowner saves a euro or two a week, while renters get nothing. 'Institutions and landlords pocket tens of thousands – this is not a policy, it's a handout. By cutting the LPT, we're simply shifting the burden. 'Instead of a modest broad-based tax on wealth, Fine Gael and Fianna Fáil will now be looking at increasing social housing rents, civic centre fees and rates on local businesses.' PBP councillor Dave O'Keeffe, who also supported the 15pc cut, said he was 'reluctant to get behind the motion based on the people who have put it forward'. 'The parties in government who can't provide affordable housing, rent or social housing have created the situation we are in today,' he said. 'They've now put us in the position of choosing between increasing rent for social housing tenants or increasing property tax. 'The numbers might seem small, but they are only small if you can afford it. I've met families who had to make the decision to turn the heating on or not in winter. 'Five or €10 can mean a lot to them, so I can't get behind raising the tax.' Funded by the Local Democracy Reporting Scheme
Associated Press
19-06-2025
- Business
- Associated Press
PCLGold Leads Pipe Stress Evaluation with ASME Code Changes with Shell FEA in Latest Software Release
PCLGold now includes 2024 ASME B31.3 and B31.1 updates, reinforcing code compliance and FEA-based pipe stress analysis with shell models. 'PCLGold automates tee intersection modeling, I-factors, i-factors, and k-factor FEA calcs, plus B31.3 fatigue checks—no manual model rebuilding & it captures worst-case range across all load sets'— Michael Clark, P.E., General Manager of Paulin Research Group HOUSTON, TX, UNITED STATES, June 19, 2025 / / -- Paulin Research Group's 2025.4.0.2787 release incorporates the 2024 ASME B31.1 and B31.3 code updates, augmenting its code coverage for use with its advanced finite element analysis (FEA) capabilities for piping system design and analysis. In PCLGold, these features support continued improvements in localized pipe stress analysis by utilizing shell models in addition to standard beam models where more insight is required. PCLGold integrates directly with existing beam-based piping designs, applying FEA at intersections, nozzles, and other areas of geometric or mechanical complexity. This targeted approach supports more informed decisions during design, analysis, and verification, especially in systems where the typical B31 assumptions may not be valid. The software helps reveal localized stress behavior in scenarios such as: - Friction reversal at supports during thermal expansion and shutdown - Axial and torsional effects on branch connections - Load shifts in overhangs and risers due to condensate or sag - Structural response changes caused by pressure or thermal stiffening The inclusion of 2024 ASME B31.1 and B31.3 updates ensures current code alignment while maintaining PCLGold's broader objective: to improve stress prediction fidelity in critical piping systems. PCLGold's analysis framework is supported by real-world validation, including fatigue, burst, and acoustic testing performed by Paulin Research Group. This foundation helps engineers assess conditions that influence fatigue life, equipment loading, and system reliability. About Paulin Research Group Paulin Research Group (PRG) develops advanced engineering software for the design and analysis of pressure vessels and piping systems, focusing closely on finite element analysis (FEA) and compliance with recognized industry codes. The PRG product portfolio includes PCLGold, PVPTPro, NozzlePro, FEPipe, Konnect, and others—each designed to address specialized requirements in FEA-based modeling. In addition to software, PRG offers consulting services led by experts in pressure vessel and piping analysis. For more information, visit: Jordyn Hayden CEI email us here Visit us on social media: LinkedIn Legal Disclaimer: EIN Presswire provides this news content 'as is' without warranty of any kind. We do not accept any responsibility or liability for the accuracy, content, images, videos, licenses, completeness, legality, or reliability of the information contained in this article. If you have any complaints or copyright issues related to this article, kindly contact the author above.
Irish Independent
16-06-2025
- Business
- Irish Independent
More than 250 new local authority homes for Dún Laoghaire-Rathdown but councillors at odds over parking
The first, at Mount St Mary's along the Dundrum Road, is made up of one- and two-bedroom apartments in three blocks between two and six storeys tall. Thirty-five of the units are to be allocated for cost-rental, with the bulk of the remainder affordable purchase homes, with a small social housing contingent. There are to be 65 car parking spaces, including 12 for electric vehicles, with the scheme, and 180 bike storage spaces. Several councillors at the monthly council meeting raised issues with the parking specifications of the scheme, saying it would discourage owners from seeing the units as their 'forever home'. Councillor Michael Clark said that while he welcomed the scheme overall, the Fianna Fáil member was disappointed by the parking provision. "Sixty-five car spaces for 129 units, 186 beds and a suggested population in your own documentation of 277 people is just too few,' he told council officials. 'People will not consider these units as their forever home if they are unable to store a car there for the days they don't walk, for the days they can't cycle, for the days that public transport options aren't appropriate or available,' he said. Green Party councillor Oisín O'Connor said that he supported the scheme and the parking allowance, adding that the units may not fall within affordable purchase guidelines if more spaces were provided. "I believe that is an issue that has been raised by management in the past,' said Mr O'Connor. 'If they were to add more parking spaces, they simply wouldn't be able to build these developments'. The second housing development is the provision of another 129 homes at Blackglen Road, Sandyford, at the foot of the Dublin Mountains. It is being developed by the council itself, while Mount St Mary's is being developed for the council by Winterbrook. ADVERTISEMENT Overall, the 129 units are split between 95 apartments and 34 houses across seven blocks, divided into 72 social housing units, 32 cost-rental units and 24 affordable purchase houses. Apartments on site will be a mix of 34 one-bedroom units, 39 two-bedroom and 21 one-and-a-half-bedroom dwellings, which are designated 'age-friendly' units. Houses will be a mix of two-bedroom (21 units), three-bedroom (11 units) and two four-bedroom houses. A significant element of the scheme is the accommodation of existing badger setts on the site, with a 50-metre buffer zone provided along the northern edge of the site beside Fitzsimons Wood. A total of 138 on-street car parking spaces and 168 bike spaces will be provided for the development. The two housing schemes are proposed by DLR County Council under Part 8 of the Planning and Development Regulations 2001. Funded by the Local Democracy Reporting Scheme
Miami Herald
06-06-2025
- Miami Herald
On-duty cop offers woman ride home, then sexually abuses her, CA officials say
A deputy accused of committing a string of sex crimes while on duty has been convicted, California prosecutors say. A jury found Michael Clark, 36, guilty of a slew of charges, including two counts of sexual battery, two counts of stalking, three counts of assault under color of authority and one count of false imprisonment, the Kern County District Attorney's Office said in a June 4 news release. 'A sworn deputy who made a promise to protect the people of Kern County instead abused that trust and used his position of power to exploit multiple victims,' District Attorney Cynthia Zimmer said in the release. Clark's conviction stems from encounters with multiple women when he was 'acting in an official capacity as a deputy' with the Kern County Sheriff's Office, prosecutors said. The sheriff's office did not immediately respond to McClatchy News' request for comment on June 6. In an October 2019 Facebook post announcing Clark's arrest, deputies said he began working with the sheriff's office in April 2017 and had worked there for two and a half years, mostly recently having worked at the Rosamond Substation. Woman 'inappropriately' touched in search Clark was called to an Oildale home on Feb. 14, 2019 and spoke with a woman who gave a fake last name, prosecutors said. She was arrested, according to prosecutors. During a search, Clark is accused of 'inappropriately' touching the woman, grabbing her 'genital area and her breasts,' prosecutors said. Deputy 'continually' propositions woman About a month later, Clark responded to a Rosamond home to 'take an identity theft report,' prosecutors said. While he was inside the home, Clark asked a woman 'sexually charged questions,' prosecutors said. He returned to the home on multiple occasions and also sent her 'sexually explicit text messages,' prosecutors said. Despite her pleading with him to stop, 'he continually propositioned the woman,' prosecutors said. Clark's actions led the woman to block his phone number and to move out of Rosamond, prosecutors said. GPS data from his patrol vehicle showed he 'visited or drove by the woman's residence over 20 times in a two-month period,' prosecutors said. Deputy gropes grocery store worker during ride home In August 2019, Clark responded to a Rosamond grocery store parking lot about a fight, prosecutors said. Afterward, he visited the store and came across a female worker, prosecutors said. Clark later noticed the same woman as she was walking home after her shift and offered her a ride home, prosecutors said. The woman said she agreed to the ride 'because he was a cop,' according to prosecutors. As he drove the short distance to her home, 'Clark asked her if she wanted to exchange social media accounts to 'sext'' and also 'asked her to 'make out,'' prosecutors said. Upon arriving at her home, Clark 'leaned over to the passenger side and began kissing her,' prosecutors said. 'He then began grabbing her breasts and genital area,' prosecutors said. When the woman opened the car door in an attempt to escape, he grabbed her and didn't let her leave, prosecutors said. 'He then exposed his genitals and forced her hand onto it,' prosecutors said. Clark let the woman leave after she gave him her contact information, according to prosecutors. In the days that followed, the woman said Clark 'began messaging her on social media asking if she would meet with him,' deputies said in a Facebook post. She said Clark continued to frequent her work while he was on duty, asking if 'she wanted to hang out and/or go out for drinks,' deputies said. Woman wakes to find deputy beside her Clark is also accused of harassing multiple workers at a gas station near the sheriff's main station over 'the course of several months,' prosecutors said. He is accused of writing 'lewd comments on receipts' and asking the women on dates, prosecutors said. One worker told investigators 'Clark reached across a gate, touched her buttocks, and walked away laughing,' prosecutors said. Another woman, who reported multiple incidents with Clark, said he once 'entered an area off limits to the public,' prosecutors said. The woman said she was napping and woke to find Clark lying beside her 'eye to eye,' and he told her 'he just wanted 'to cuddle,'' prosecutors said. On another occasion, the woman said she was leaving her car in the parking lot when 'Clark pulled in behind her in his patrol vehicle and activated his overhead lights,' prosecutors said. He 'asked her if she 'wanted to make out,'' then gave 'her his department issued Taser,' prosecutors said. 'Clark's behavior will not be tolerated and he must be held accountable for the harm he has inflicted,' Zimmer said. Clark is scheduled to appear in court for sentencing on July 16 and faces up to eight years and four months in prison, as well as be required to register as a sex offender, prosecutors said. Rosamond is about an 80-mile drive north from Los Angeles.
