There’s no shortage of industry press articles musing on the future of Contact Centres, so it’s refreshing to see one that looks back over the last 10 years to see which predictions of that time actually turned out to be true.
How Lotto managed a move to 100% online in under 24 hours It’s not news to anyone that COVID-19 has changed the way New Zealand does business. Even when retail stores open again, customer behaviour is unlikely to return to pre-lockdown times for a while. Online shopping is likely to remain a much larger part […]
Article in Stuff 10 May 2020 https://www.stuff.co.nz/business/121340288/coroanvirus-call-centre-business-telnet-stronger-more-efficient-after-covid19-experience
The NZ Herald today (Saturday 25 April) points out the hitherto unseen risks of outsourcing call centres in the Philippines and India. Poor technology and a weak national telecommunications infrastructure have left contact centres in these countries struggling under the Covid-19 lockdown. In sharp contrast to this, my company Telnet – New Zealand’s largest locally […]
There is a lot going on in the CX space these days. The myriad of different ways people need help is causing challenges. At Telnet we have been working on our strategy to deal with these issues . We call it Telnet 2020 and beyond https://www.telnet.co.nz/wp-content/uploads/sites/2/2020/04/Telnet-2020-and-beyond.pdf
In the last few years we have seen a rapid move globally towards remote working. An interesting report by Remoters published in January 2020 tracks remote worker evolution in recent years and projects its development in 2020 and beyond. The report talks about why remote working has been growing rapidly. It includes a study by […]
People have been asking me about what Telnet will do should the current situation with COVID-19 worsen, so I thought I’d share the plan we’ve been following in case it might help others in similar situations. Covid-19 virus is forcing companies to think about business continuity, whether that’s related to their supply chain or enabling […]