As the holiday season approaches, remote workers in contact centers all over the world are preparing for a unique Christmas experience. This year, many of us will be working remotely from our homes and connecting with customers around the globe through technology like ContactSuite and Amazon Connect. While this may present some challenges, it also […]
Hiring based on soft skills over hard measures
When it comes to hiring staff, qualifications should not be the only factor taken into consideration. Personality and attitude are just as important when it comes to selecting the right person for a role. Over my 18 years at Telnet, I have seen people from all walks of life and at vastly varied levels of […]
The future of digitisation in New Zealand based Call Centres
The call centre industry is on the brink of a major transformation. With the advent of new technologies like virtual assistants, artificial intelligence (AI) and self-service web chat, businesses are starting to explore new ways to interact with their customers. This shift is being driven by the need to improve customer experience and reduce costs. […]
Why do customers pick up the phone instead of using the self-help tools available?
Sometimes it feels Telnet is a victim of our own success: we make it so easy for our callers to get stuff done over the phone instead of using the Online or App tools our clients provide that these tools are under-utilised. Customer interactions by phone or email are more expensive for our clients than […]
How useful is AI in the Contact Centre?
In the ever changing and evolving world of call centres, we all have heard the term “AI” used for many years now as the answer to all of our problems. However, in the past its real world use in our industry has been limited and I could understand some people being jaded by their experience […]
An internally sourced gig economy in the call centre?
The idea of incorporating the gig economy into call centres is one I have long been interested in given its growing success in other industries. Up until now I can find a number of articles discussing the idea but few where there was a working model that has seen widespread use which begs the question; […]
The surprisingly neglected feature of the modern CRM
In the contact centre industry, we are exposed to a large variation of CRM software on a regular basis for everything from data entry to handling calls, emails chats, social media etc. Each CRM has its strengths and weaknesses but one common trend they all seem to share is a high level of complexity for […]
Maintaining Call Centre Culture in a post-COVID world
We have all seen and continue to see the impact COVID has had on the call centre industry as a whole, from companies rushing to implement some sort of homeworker model to others struggling with increased staff absenteeism. One impact that is often overlooked is how this has impacted the culture in call centres, specifically […]
Telnet completes migration to Amazon Connect.
I am very happy to announce that Telnet have now completed the migration of its all its voice queues to the market-leading Amazon Connect cloud contact centre platform. The existing integration with ContactSuite, Telnet’s own cloud based CRM and call management system, allowed the migration process to be quick and efficient, with all phone queues […]
Is the traditional “Dealer Rep” an outdated model?
The term and concept of the “Dealer Representative” or “Sales Rep” has existed since the 1940’s and whilst the world of business has evolved rapidly since that time, this role has remained largely unchanged; a person who promotes your brand or product supporting clients and customers with service whilst seeking potential new clients. Whilst the […]